The Challenge

A siloed processing environment that slowed down workflows, limited key stakeholder access, and increased non-compliance risk.

The home lender’s mortgage processes were being handled in a siloed environment with limited exposure to external networks and franchisees, elongating processes as critical information, documents, and workflows lived across multiple independent systems.

Customer service requests were tightly coupled to specific internal departments across the company, making tasks difficult and time-consuming to complete. There were no central auditing procedures across the business to track these service quests from the time of creation to closure, meaning tasks could not be appropriately prioritized or assessed. Limited visibility of customer information and customer service requests meant more phone and email communications and higher customer dissatisfaction.

Additionally, manual routing mechanisms the company had in place not only threatened the customer experience but led to increased risks and the threat of being non-compliant.

The Solution

Improved customer service capabilities and a robust digital platform.

We implemented Pega’s Customer Service Digital Platform to deliver a single view of the customer, including interactions across all of the company’s channels. This created a guided customer journey with scripts and dialogues that enhanced the system user’s experience and reduced time spent on training.

The Results

Enhanced technology capabilities, transparent processes, and agile delivery capabilities.

As a result of our partnership, the home lender saw the following impacts across their business:

• Improved customer with an omnichannel experience for customers, employees, and franchisees

• Allowed agents to have a 360-view of customers to better handle inquiries, complaints, and requests from the first point of contact

• Reduced handoffs, improving request-handle times

• Created scripts for accurate and professional responses with embedded templates and peer-reviewed letters

• Lowered the threat of potential regulatory breaches through system-triggered tasks

• Reduced operating expenses through detailed systematic issues reporting

• Enhanced logging, automated monitoring and alerting, and multi-level encryption of data on a modern, secure, scalable platform

• Created a view of the current customer, account, and service request status, along with links to associated documentation for authorized users