Case Study: a large mortgage provider boosts portfolio retention with Deluxe credit triggers

Using credit triggers to retain your customer portfolio

A large mortgage provider in the U.S. was losing a significant number of loans to early payoffs and needed a way to identify customers likely to refinance before they left. Deluxe was brought in to help the company better understand payoff timing and protect more of its mortgage portfolio.

Deluxe implemented a full-service portfolio retention program using tri-bureau credit triggers, along with campaign strategy, creative, direct mail deployment, and access to more than 250 million consumers. The business received notifications within 24 hours of triggering events, helping it move quickly; the program was tested against another leading provider, proved superior, and drove an immediate lift in portfolio retention metrics. Four years later, the mortgage provider was still running the program and described Deluxe as a true partner.