Mid-Market mortgage servicer partners with Incedo for Digital and Technology platforms

Our Client: A mid-market specialized mortgage lender and servicer on a high growth trajectory

Their business portfolio comprises originations and robust servicing capability for MSRs. Incedo has been the primary technology and digital transformation partner with this client since 2012. During this time, the client has witnessed 3.5X increase in the number of users, 4X increase in the number of customers, and a growing products portfolio.


The client was looking for a strategic partner with deep mortgage practice and proven capability to digitally transform the loan servicing operations to drive productivity, and enhance B2B and B2C client experience. Strategic priorities for the client were – radically improve digital self service, improving customer NPS, reduce dependency on call center, automate back office operations – and leverage emerging technologies to enable the growth journey.

Design and Transformation-led Solution

Incedo empowered the client with technology capabilities encompassing the mortgage value chain. Our practices across Mortgage, Design, Digital and Platform Engineering came together to accelerate client’s digital transformation journey, and delivered highly efficient customer-facing and mortgage servicing platforms.

We built modern and intelligent SaaS solutions based on Cloud, Automated workflows, and AI-driven personalization – with intuitive user experience. Incedo’s Design Studio was brought in to reimagine customer journey, enhance UI and UX, and accelerate the go-to-market. We have continued to enhance platforms, and rapidly deliver new capabilities using Agile methodology.


On behalf of the same client, we run processes such as Customer setup, Bankruptcy filing, Quality Controls, Foreclosure, and backend support for customer service.

Through standardizing all solutions to the common technology stack, we are helping the client to achieve – Enterprise Architecture strategy – Lower Total Cost of Ownership – and Embedding Agility across enterprise. Our focus is to help our client respond to new opportunities, and unanticipated situations, such as the recent Covid-19 pandemic. This has required mortgage servicing companies to extend greater handholding for customers, and support through Forbearance.

The Impact

70-90% Straight Through Processing resulting in enhanced customer experience, improved retention, and much reduced cost to serve
23% increase in self-service leading to lower cost to serve, and improved NPS
35-45% Cost Optimization and 70-90% Straight Through Processing leading to improved Efficiency, Agility, and Scaling