Commonwealth Bank and x15 Ventures: Home-In Qorus Banking Innovation Awards 2021

Home-in, a venture backed by Commonwealth Bank’s x15ventures, is a first-of-its-kind customer proposition. Home-in is a digital home buying assistant, focused on simplifying the complex process of buying a home. Purchasing a home should be exciting, however it is often overshadowed by the uncertainties of not knowing what to do, who to turn to for help, or being left in the dark by service providers. With this process not changing in decades, there was a significant opportunity to streamline and improve the customer experience, and digitise the process. Home-in delivers a unique end-to-end home buying service that isn’t offered in the global market. Through exclusive access currently via CommBank channels, a customer can access: • Quality service providers from the palm of their hand – from conveyancing to ordering building and pest inspection reports • Personalised and tailored guidance on the home buying process • A dedicated local support contact for timely assistance • A digital experience, eliminating messy paperwork and administrative friction, and providing visibility on the progress of their home transaction Since launching in New South Wales in November 2020, Home-in has expanded nationally. During this time Home-in have: • Helped customers settle on over $550m of property • Achieved an NPS of over 60 • Received resounding feedback that 90% of customers would be “disappointed if they couldn’t use Home-in again” for their next purchase Home-in won’t stop here, we are committed to continuously transforming the home buying experience and making it simpler for every Commbank customer to purchase their dream property with confidence.