Case Study: U.K. Financial Services Firm boosts NPS and transforms broker experience with Cognizant's Salesforce-based digital broker solution

Transforming Mortgages for a U.K. Financial Services Group

Cognizant partnered with a major U.K. financial services group to transform its mortgage broker channel. Independent mortgage brokers faced limited communication options, poor visibility into case processing and relationship managers, and an inconsistent user experience that risked missed lending opportunities and weaker customer service.

Cognizant delivered a Salesforce-based digital broker solution with a responsive, mobile-friendly interface that connects brokers to the right people in near real time and gives relationship managers a 360° view of broker activity. The platform improved the experience for roughly 500 brokers, boosted NPS and service scores, and enhanced feedback and overall service quality—making the firm a preferred partner for brokers.