The Challenge: Productivity being hampered by siloed and dated legacy systems
The client is a leading mortgage provider in the United States with over one million customers and a strong presence across all 50 states. Predominantly manual processes led to challenges in their day-to-day lending operations such as error-prone, adhoc processing and segregation of loan documents. In addition, siloed, legacy processes and applications resulted in poor visibility and huge ineﬃciency. Multiple, unstructured formats and diverse document standards further compounded the situation.
The client was looking to automate high volume, low complexity aspects of the loan set-up process to increase productivity, cut training time, improve associate utilization, and reduce cost-to-serve.
The solution: A structured automation approach to simplify complex processes
Firstsource implemented its Robotic Process Automation (RPA) solution designed to enhance the agility and efficiency of business processes. by automating high volume, repetitive tasks with a structured approach including:
- Re-engineering business process to structure the process flow and standardize processes for automation.
- Implementing (Optical Character Recognition) OCR capabilities backed by machine learning to extract structured as well as unstructured data with 100% accuracy.
- Establishing a dedicated universal automation control room for on-demand RPA deployment for any stage of loan processing
- Deploying attended automation for exception management of poor-quality documents that were beyond AI’s processing capability
The result: Improved productivity, reduced costs and great ROI
We achieved 70% automation of labor-intensive mortgage processes for the client which included a checklist with 132 steps. By deploying RPA, our client achieved 2.5X improvement in associate productivity with 30% additional volumes being managed by 50% less FTEs,
Optimizing processes through automation resulted in $2M annual cost savings and 2X ROI much to our client’s delight.