Case Study: PennyMac achieves faster, more accurate customer service with Bloomfire

PennyMac Delivers Digestible Customer Service Knowledge

PennyMac, a national mortgage lender that has served over 2 million homeowners and serviced more than $473 billion in loans, needed a better way to get complex, constantly changing loan- and policy-related information into the hands of customer service reps. Their prior knowledge system—large Google Docs, Sites and email—was hard to navigate and slow to update, leaving reps waiting days or weeks for answers and struggling to support customers in real time.

PennyMac implemented Bloomfire as “PennyMac Snacks,” a searchable, bite-sized knowledge hub with deep indexing and a Q&A workflow that lets SMEs answer questions quickly and publish guidance for all reps. The platform now supports ~500 users, with 86% active engagement, 10,000+ contribution views in 90 days, and most questions answered within one to two hours—resulting in faster time-to-answer, fewer internal pings and improved customer service.

PennyMac

Trudy Stoner

Manager of Instructional Design