Delivering 30% Reduction in Origination Costs for Global Investment Bank Through End-to-End Transformation of Mortgage Origination Process

Discover how Sutherland helped a leading investment bank transform its mortgage origination process to reduce costs, improve efficiencies and accuracy, and increase customer satisfaction.

The Challenge

Legacy Platforms a Blocker to Delivering Tailored Services

Our client is one of the most renowned and prestigious investment banking firms globally with nearly $1 trillion in assets under management.

The bank offers mortgage loans to high-net-worth individuals, with an average loan size of $2 million. This line of business served as an important way for our client to build and maintain customer loyalty, so ensuring a seamless experience was key.

However, the third-party legacy platform used for mortgage origination and servicing no longer met their needs. It couldn’t support the desired speed and accuracy of tailored services needed to create a truly seamless, value-added experience.

The Outcome

Redesigned Origination and Servicing for an Unrivaled Experience

Sutherland’s 35+ years’ experience in driving business and digital transformation, and our seamless “as a service” delivery model, was the ideal fit for the client.

First, our global team of professionals immersed themselves in the business to understand the end customers’ needs and how to reimagine our client’s personalized mortgage services for delivering outstanding customer experience.

Leveraging our market-leading technology and business process excellence, we tailored and implemented an advanced Loan Origination System (LOS). This was followed by comprehensive User Acceptance Testing of the system to ensure it performed efficiently and effectively.

We also introduced a new Customer Relationship Management (CRM) system to streamline and optimize the mortgage origination experience.

Backed by the advanced capabilities of our market-leading proprietary technology, our client saw rapid, tangible results:

They originated 970 loans, with an average value of $1.8M at a 30% reduction in origination costs compared to their previous system.
Turn Around Time (TAT) and Time-to-Close reduced significantly, from 62 days to 36 days.
Accuracy improved from 89% to 98%.

Just as importantly, our client improved customer satisfaction levels across the board, achieving a Net Promoter Score of over 70.

That’s digital performance unlocked and measurable results delivered!

Following the successful solution implementation, Sutherland was awarded the full end-to-end origination business on a sole-sourced basis, delivered via our outcomes-based business model that ties our success to our client’s success.

$1.8B

Worth of loans originated annually

30%

Reduction in origination costs

98%

Accuracy