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BANKING

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.

360-degree

view of broker details to relationship managers

500

mortgage brokers have a better user experience

Improved

feedback and quality of service

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