Case Study: MCAP achieves improved knowledge retention and confident customer service with Axonify

MCAP - Customer Case Study

MCAP is a leading independent Canadian mortgage company managing more than $56 billion in mortgages. Lisa Iles, a retention agent in MCAP’s Mortgage Solutions contact centre, faces a high-volume, high-stakes role that requires instant recall of product details, fees and procedures; mistakes can cost the company money and damage customer trust. Ensuring consistent, retained knowledge across the team — especially for annual updates and less-frequent rules — was a clear challenge.

MCAP adopted Axonify to deliver bite-sized, knowledge-based learning that lets agents research and absorb information over time rather than just pass tests. As a result Lisa retained annual-statement changes, grew more confident on calls, and became a trusted internal expert who supports colleagues; overall proficiency in policies and procedures improved and customer interactions became more reliable.

MCAP

Lisa Iles

Retention Agent