Case Study: Primary Residential Mortgage achieves turbocharged system performance and faster, proactive support with ICE Mortgage Technology

Encompass Enterprise Technical Support Provides Individualized, Partnership-based Support to Large Enterprise Clients

Carrington Mortgage Services (Anaheim; founded 2007; services $25B+ in loans) and Primary Residential Mortgage (Salt Lake City; founded 1998; services $5B+ in loans) needed more personalized, proactive Encompass support to accelerate system performance, increase efficiency, and avoid redoing internal troubleshooting—requirements common to large mortgage enterprises that must scale nationally while maintaining high service levels.

Ellie Mae’s Enterprise Technical Support assigned each lender a designated Client Success Manager and dedicated team, delivered proactive “Tech Check” performance analysis, and provided customized reporting and faster escalation paths. The engagement produced quicker resolutions, clearer release communications, a support resource that acts as an extension of internal teams, and measurable performance gains that improve scalability, efficiency and competitive advantage.

Primary Residential Mortgage

A.J. Swope

SVP of Secondarya Marketing