Case Study: South State Bank closes more loans and improves borrower experience with ICE Mortgage Technology's Velocify LeadManager Essentials

Velocify LeadManager Essentials helps South State Bank close more loans and provide better customer experience through automation

South State Bank, a rapidly growing lender based in Columbia, SC with 160 loan officers across eight states and approximately $5 billion in annual loan volume (2019), faced a common industry problem: too many partially completed loan applications and a need to improve borrower communication without adding work for busy loan officers. Leadership wanted a way to increase application submissions, enhance the borrower experience, and let loan officers focus on active loans.

They piloted Velocify LeadManager Essentials integrated with their Encompass Consumer Connect POS to automate personalized text follow‑ups and route prospect responses directly to loan officers. The automated, compliant texting and seamless integration sped prospect engagement, increased submitted applications, boosted loan officer productivity, and improved borrower satisfaction; South State projects about a 4% lift in closed loans and an estimated 4–10x ROI, while also supporting loan officer retention.

South State Bank

Chris Shugart

SVP, Director of Mortgage Business Development