Fully Digitized Cloud-based Solution for Mortgage Industry | Tech Mahindra

Fully Digitized Cloud-based Solution for Mortgage Industry

Business Overview

The customer is a large Canadian bank and a leading financial services provider in North America, Latin America, the Caribbean, Central America, and parts of Asia. The bank trades on the Toronto (TSX: BNS) and New York Exchanges (NYSE: BNS).

 

Challenge

The bank identified several challenges in the mortgage application process, including the lack of a customer-facing Omni-channel solution, insufficient transparency to customers regarding the application's progress, and a desire to become the first Canadian bank to digitize the entire home ownership experience.

Strategy and Implementation

Tech Mahindra played a vital role in solutioning and implementing eHOME solution which was one of the major initiative for Fiscal 2018 for RESL and the aim is to create a solution that provides best in class customer experience during the entire end to end mortgage application process.

Seamless Digital Mortgages

Fully digitized cloud based solution for mortgage application. Customer don’t need to visit branch at any point of time during application processing, approval and funding

Real-time Bank Integration

Integration with bank applications (underwriting, CIS, Customer care, Document, Notification etc.) to provide real time update to customer on their dashboard

Streamlined Document Management

Document management solution using BOX for e-HOME as well as downstream application

KYC Automation Simplified

KYC automation (ID verification) by integration with third party solution

PEGA for e-HOME

PEGA based application for customer care executive to support e-HOME customers

Efficient Rate Engine

Rate engine solution to cater to e-HOME and other applications

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Impact & Highlights

Digitization of the mortgage application process improved customer experience, reduced the overall cost, and delivered these business benefits.

Smooth Digital Interaction

Seamless user experience

Customer-Centric Assistance Options

Accessible support on customer’s terms

Driving Business Performance

Delivering business results

Transparent Process

Transparency at every step

Immersive Brand Experience

Interface that brings the brand to life