Sutherland Robility® Powers Efficiency for Lending Leader, Mosaic

Industry: Banking and Financial Services | Services: Automation

Client Overview

Mosaic is a leading financing platform specializing in US residential solar and energy-efficient home improvement projects. Founded in 2010, the company is a pioneer in clean energy lending offering innovative financing solutions for financing solar, battery storage, and sustainable home upgrades.
Mosaic has funded $15 billion in loans to date, helping more than 500,000 households make their homes more sustainable and efficient through flexible loan offerings.

The Challenge

Reducing Manual, Repetitive Processes

Before improvements were implemented, Mosaic’s sales administrators faced a constant stream of service requests in the Salesforce platform, ranging from onboarding new partners to handling add-on product needs. Each request had to be actively monitored in multiple service queues, creating a daily workflow that was both time-consuming and mentally draining. 

Once a request was identified, administrators were required to perform a series of repetitive, manual tasks – entering data into installer fields, adding products, and verifying account information – while ensuring that each partner’s setup was accurate. On average, servicing a single inbound request took around 20 minutes, during which every small error could create downstream issues for partners and borrowers alike.

The team’s capacity for growth was limited by the volume of manual work. Additionally, the repetitive nature of these tasks not only slowed response times but also left little room for administrators to focus on higher-value activities, like building stronger partner relationships or optimizing workflows. 

The challenge became clear: Mosaic needed a way to streamline these processes, reduce human error, and free administrators to focus on the tasks that truly moved the business forward.

Sutherland Solution

Transforming Loan Servicing Through Intelligent Automation

Sutherland partnered with Mosaic to address the growing inefficiencies in its loan servicing operations, bringing together deep domain expertise in financial services and advanced automation capabilities. 

Taking a consultative, end-to-end approach, Sutherland mapped Mosaic’s entire Salesforce workflow to identify automation opportunities that would deliver measurable results while maintaining cost efficiency. 

Automation Powered by Sutherland Robility®

At the core of this transformation was Sutherland Robility®, a comprehensive robotic process automation (RPA) platform built to deliver operational transformation and maximize outcomes. 

Intelligent bots were deployed within Amazon WorkSpaces, running 13 hours a day to automate new partner onboarding, handle queued requests, and monitor inbound service queues every five minutes. These bots leveraged customized Salesforce reports to process transactions, while Robility® provided full transparency by logging actions and generating detailed transaction reports. 

At the end of each transaction, bots automatically updated Salesforce Chatter, closing opportunities or escalating exceptions to sales administrators as needed — ensuring no request was left unresolved.

The Outcome

Automation Saves Time, Increases Efficiency

Sutherland’s intelligent automation solution transformed Mosaic’s partner onboarding and service request management from a manual, reactive process into an automated, proactive system. 

By embedding bots in Amazon WorkSpaces and integrating them with Salesforce, Mosaic achieved 100% end-to-end automation for its add-on queue, reducing handling time by 10–15 minutes per transaction and accelerating overall service delivery.

This improvement allowed sales administrators to redirect their time to strategic, value-adding initiatives while maintaining seamless partner experiences. Automation delivered an 89% completion rate for add-on requests, dramatically reducing backlog and creating new capacity within Mosaic’s servicing team.

At the same time, bot accuracy reached 100%, eliminating human error and ensuring every transaction was processed correctly on the first attempt — enhancing trust and reliability across partner and borrower interactions. 

The results went beyond efficiency. Mosaic gained a scalable, resilient operating model built on automation, accuracy, and transparency. What began as a solution to operational pain points has evolved into a foundation for continuous digital growth and intelligent loan servicing.