Case Study: Compass Mortgage achieves a 95% decrease in customer support tickets and a 20% improvement in file quality with Blend

Compass Mortgage embraces digital transformation with Blend

Compass Mortgage, a Warrenville, IL-based lender, faced the challenge of scaling its highly personal, loan-officer-driven service into a digital-first world without losing human relationships. Historically only about 10% of applications were submitted online, so Compass partnered with Blend and deployed products including Blend’s Mortgage Suite, Loan Officer Toolkit, and Spanish Intake to offer an omni-channel experience that preserves loan officer interaction.

Blend enabled Compass to offer fully digital, hybrid, and in-person workflows (including Co-pilot collaboration and Spanish Intake), while giving loan officers tools to streamline document collection and improve file quality. The result: online applications climbed from ~10% to over 50% (a ~40% increase), customer support tickets fell by roughly 95% (from ~100 to under five), and file quality improved by 20%, driving faster turn times and more efficient originations. Blend remains central to Compass’s borrower and loan officer workflows.

Compass Mortgage

Justin Venhousen

Chief Operating Officer