Case Study | 6-Aug-2025
Reimagining the Borrower Experience Across Web & Mobile Platforms
Smarter architecture, faster performance, and seamless borrower communications - delivered at scale.
Elaborate on the Challenge
A primary mortgage servicer dealing with multiple legacy web portals and web apps - that could no longer keep up with evolving user needs. One of the legacy Web Portal alone had seen a 40% drop in performance efficiency and was incurring maintenance costs 30% above industry norms. Another webapp offered a disjointed experience, requiring users to navigate through unrelated steps and lacking features such as SLA tracking or support for inactive loans - forcing teams into manual processes for key actions like CITR creation. Moreover, the integration platform was costly and rigid, limiting the system’s ability to scale or deploy rapidly.
These shortcomings resulted in a subpar customer experience, higher operational costs, and significant technical debt. A ground-up transformation was clearly needed to future-proof the platform, simplify maintenance, and elevate the borrower's journey.
Objective Summary
To modernize customer-facing portals by replacing outdated systems with a scalable, microservices-based architecture - delivering better performance, lower maintenance, faster rollout cycles, and improved borrower communication.
Business Impact
Enabled faster, leaner, and more transparent operations—with 50% quicker response times, 40% lower maintenance costs, and 80% less email traffic.
50%
Response time improvement
40%
cost savings on maintenance
30%
faster deployment cycle
80%
Reduction in email traffic
Solution - Rebuild. Simplify. Connect.
Moder assembled a 31-member team to re-architect the platform using microservices, leveraging React for the front end and Spring Boot on the backend. This allowed for flexible, modular deployments, and significantly faster updates.
A centralized Message Center was introduced to the legacy webapp, reducing email dependency by 80% and enabling direct communication between borrowers and service teams - improving response tracking and transparency.
The platform was migrated from MuleSoft to AWS, which slashed infrastructure costs and accelerated deployment cycles. Moder also introduced VWO for user behavior insights and conversion optimization, while real-time outage banners enhanced transparency and reduced user frustration.
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