The Cambridge Building Society

Challenge

Rapid growth in their mortgage lending business put The Cambridge Building Society’s processing and operations departments under pressure.  They needed to streamline the end-to-end mortgage application process to improve the customer experience for brokers and customers.

Solution

The Cambridge Building Society used the MATS intelligent business process management suite (iBPMS) to build a customized mortgage application tracking system.  The system (developed in collaboration with the MatsSoft professional services team) provides internal processing staff, brokers and customers a transparent view of relevant mortgage applications, their progress and real time status alerts delivered via SMS, eMail and personalized web pages.

The Results

  • Significantly improved communications with brokers
  • 50% reduction of in-bound calls for status updates
  • Increased sales, improved service and cost reductions
  • Improved management information
  • Award winner “Moneyfacts Best Service from a Mortgage Provider, 2013”

Please contact us to discuss how MATS® can deliver benefits to your business.