Case Study | 22-Dec-2025
Improving Customer Experience with Cloud Migration and Intelligent Automation.
Faster response times, reduced maintenance, accelerated time-to-market.
Elaborate on the Challenge
Our customer is a leading mortgage lender and servicer in the U.S. They specialize in VA, FHA, and conventional loans. The company focuses on helping borrowers achieve homeownership while servicing millions of customers nationwide.
The customer’s legacy systems and outdated workflows led to poor performance, high costs, and inefficient user experiences across portals and integrations.
Objective Summary
The Correspondent Portal, built on legacy technology, suffered from a 40% drop in performance efficiency and incurred high maintenance costs that was estimated at 30% above industry norms.
Meanwhile, their CARE messaging system within ACP delivered a poor user experience, requiring cumbersome login and navigation while lacking in essential capabilities like proper workflows and SLA tracking. It only supported active loans—resulting in manual CITR creation in LoanServ.
Additionally, ACP faced high MuleSoft integration costs and suffered from limited scalability.
Business Impacts
80%
Reduction in email usage
60%
Reduction in costs
50%
Faster response times
40%
Improvement in deployment speed
40%
Reduced maintenance
30%
Acceleration in time-to-market
Tech Stack
Solution - Smarter customer engagement and scalable modernization
We helped our customer transition to a microservices-based architecture using React for the frontend and Spring Boot for the backend. This improved application response times and reduced maintenance overhead while enabling scalable, modular deployments. The implementation of a centralized Message Center significantly reduced email dependency and facilitated direct communication between borrowers and the customer’s teams. This enhanced response tracking and customer engagement. Additionally, migrating from MuleSoft to AWS accelerated deployment cycles and delivered substantial cost savings. The use of VWO enabled data-driven enhancements improved user satisfaction and conversion rates, while outage banners helped maintain customer trust by clearly communicating system issues and reducing support calls.
Our solution helped the customer improve their user experience with faster response times and transparent communication. The Message Center helped cut email usage, boost response tracking, & improve transparency—leading to faster resolutions & a better borrower experience.
The customer was also able to reduce maintenance efforts, enable faster and scalable deployments and cut the time-to-market time significantly.
Customer benefits
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