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Transforming Mortgages for a U.K. Financial Services Group

The Challenge

Independent mortgage brokers faced multiple challenges when working with a major U.K. financial services firm. Due to communication, availability and service issues, brokers:

  • Had limited broker-to-firm communication options, which could potentially lead to missed lending opportunities if brokers couldn’t reach the firm quickly.
  • Lacked visibility into case processing and access to relationship managers.
  • Worked within an inconsistent user experience, which hindered personalized service for their customers.

Our Approach

Cognizant developed a digital, Salesforce-based solution to transform the firm’s relationship with independent brokers. The new solution facilitates broker access to the firm’s resources, as well as provides a consistent and coherent window into its processes. It connects brokers with who they need, when and where they need access, and enables the firm to contextualize brokers’ needs in near-real time. A new, responsive user interface gives brokers browser-based accessibility on mobile devices.

Connecting Brokers With the Right Person at the Right Moment

With its new solution in place, the firm now provides a rich, seamless and intuitive broker experience. The firm dramatically boosted both its NPS and service scores, and it is the first choice for brokers.


view of broker details to relationship managers


mortgage brokers have a better user experience


feedback and quality of service