Data Warehouse Modernization to Drive Business Agility
Case Study | 19-Nov-2025
Improved efficiency, enhanced visibility and control, and better decision-making.
Elaborate on the Challenge
Our customer is a full-service US mortgage banking and lending company. With a robust portfolio of mortgage solutions, they offer fixed-rate and adjustable-rate loans, second lien programs, and government-backed products such as FHA loans to meet the diverse needs of homebuyers and homeowners.
With increasing demands for faster reporting, seamless data integration, and robust monitoring, the customer wanted to modernize their data management, reporting infrastructure, and operational efficiency by using modern cloud technologies.
Objective Summary
The customer faced significant inefficiencies due to manual data handling, which led to delays and errors in the incoming data feeds. The absence of exception handling further contributed to undetected failures and delayed issue resolution. Limited process visibility restricted real-time monitoring of daily data operations, while premature report releases often occurring before data processing was complete compromised data accuracy. Additionally, complex data integration created silos, limiting cross-functional insights and the lack of accessible key business metrics hindered timely, data-driven decision-making.
Business Impact
Drove strategic impact by elevating agent performance, optimizing first-call resolution to reduce call volumes, strengthening compliance and customer satisfaction, and unlocking data-driven insights from over 1,000 daily interactions.
70%
Faster Data Processing Cycles
Reduction in Operational & Infrastructure Costs
30%
Faster Insight Delivery to Business Teams
50%
Faster data load & transformation cycles
Up to 78%
Reduction in IT Support Effort
40%
Data Accuracy and 90% Fewer Pipeline Failures
98%
Solution - Listen. Learn. Improve.
Moder implemented an AI-powered voice analytics platform to transform how customer interactions were understood and acted upon.
The solution focused on three core pillars: Customer Experience, Quality & Compliance, and Performance Optimization. By leveraging advanced transcription and sentiment analysis, it flagged key call drivers like escrow or payment concerns, cash to close, Document issues, recurring themes while surfacing compliance gaps such as script adherence and missed disclosures. High-complexity calls were analyzed for deeper root causes and coaching needs.
Beyond compliance, the platform uncovered upsell opportunities, channel shift strategies, and repeat-call triggers, giving leadership clear levers to improve. These insights led to shorter handling times, better first-call resolution, targeted interventions, enhance borrower satisfaction a meaningful drop in cost to serve—creating impact where it matters most.
By integrating these insights into dashboards and reports, stakeholders can now monitor trends in near real time and take proactive steps to improve both borrower experience and internal efficiency
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