A top US mortgage client company experiences surge in boosts associate productivity with Intelligent Automation


Our client is one of the biggest mortgage providers in the US.

Firstsource partnered with them to:

  • Create a strategy for automation of high volume, low complexity processes
  • Increase productivity by reducing training time, improving associate utilization and reducing cost-to-serve
  • De-risk operations by structuring a results-based contract

Business challenge

  • Siloed and dated legacy processes and applications
  • Manual errors and Adhoc associate processing
  • High training lead time
  • Segregating and indexing case loan documents into electronic data management system
  • Multiple, unstructured formats and diverse document standards
  • On-premise solution deployment due to data protection rules

Firstsource solution

Performed business process re-engineering to structure the process flow and standardize processes for automation.

Implemented best-in-class OCR capability backed by machine learning,  enabling structured as well as unstructured data processing and 100% accuracy in data extraction.

Established universal automation control room for on-demand RPA deployment for any stage of loan processing. Deployed attended automation for exception management in the case of poor-quality documents that were beyond OCR’s capability.

Fully automated 77% of in-scope process steps and over  15% of the entire process, using assisted automation. The result: ability to support high volume fluctuations. The solution recently supported a 30% spike without any issues.

Business impact

The client achieved significant business benefits:

  • Approx. 500k in savings by reducing the number of FTEs
  • Approx. $20k per year training cost/recruitment cost savings at (10% per annum attrition rate)
  • Approx. $1m in savings due to th