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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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