Case Study: KeyBank achieves a 96 NPS and 17-day reduction in mortgage turn time with Blend

KeyBank and Blend collaborate to redefine the modern mortgage experience

KeyBank, a Cleveland-based regional bank, faced a largely manual, paper-heavy mortgage workflow that was hindering customer engagement and operational efficiency as it sought to preserve relationship banking in the digital age. To modernize its home-lending experience and reaffirm customer relationships, KeyBank partnered with Blend and implemented Blend’s Mortgage Suite alongside its Empower LOS.

Blend delivered a staged, out-of-the-box Mortgage Suite with pre-built integrations and a pilot-first rollout that quickly scaled across channels. The collaboration drove measurable impact: NPS of 96 for Blend-originated loans versus 54 for non-Blend loans, average application completion in 29 minutes (one-third via mobile), 83% application completion rate, a 17-day improvement in turn time, up to five hours saved per loan for LOs, and an 84% LO adoption rate.

KeyBank

Ken Raskin

Senior Vice President