Case Study: Fannie Mae reduces troubleshooting time by 80% and accelerates product delivery with Axway Decision Insight

Real-time actionable insights help Fannie Mae instrument the customer experience

Fannie Mae, a leading mortgage finance company, faced rising customer expectations to cut loan processing times while managing a complex ecosystem of banks, reporting agencies and other partners. To proactively detect and resolve process issues and support faster, higher-quality mortgage cycles, the organization needed real-time operational intelligence that could instrument the end-to-end customer experience rather than rely on slow, internal audits.

Fannie Mae deployed Axway Decision Insight to monitor process dynamics and provide real-time dashboards and alerts, enabling rapid root-cause isolation and proactive fixes. The solution cut time spent troubleshooting and resolving issues by about 80%, accelerated service and product delivery, doubled annual product releases, reduced processing errors and improved overall quality—while paving the way for customer-facing self-service dashboards.

Fannie Mae

Bruce Lee

Senior Vice President and Head of Operations and Technology