Case Study: PRMG streamlines loan support and self-service with Capacity

PRMG - Customer Case Study

PRMG, a mortgage lender, needed a better way to give employees fast, accurate access to constantly changing loan product guidelines, support materials, and internal information. The team was also looking for a solution that could streamline information across multiple sources, support both English and Spanish, and reduce the burden of manual updates.

PRMG implemented Capacity’s AI-powered self-help tool, known internally as MOBI, to crawl PDF guidelines and answer questions from a single source of truth. Capacity helped simplify maintenance, improve self-service for staff, and create a scalable knowledge base for future use across functions like HR, tech support, pricing, and loan status. While no hard metrics were shared, PRMG reported positive pilot feedback, easier implementation, and growing confidence that Capacity would help employees find answers faster.

PRMG

Lara Rausch

Vice President of Products and Training