- Banking and Financial Services
- Business Process Transformation
- Customer Engagement Transformation
Not all customers who embark on a relationship with the client by applying for a refinance mortgage loan, complete the process. Regardless of reason, when customers do not complete the mortgage process, it is incredibly costly from an operational and time standpoint. Our client sought to understand how elements of the current customer experience may be contributing to this fall out– whether due to the account being cancelled or withdrawn – and implement strategies to improve it.