Case Study: Veterans United achieves improved system uptime and 24/7 rapid response with ICE Mortgage Technology's Enterprise Technical Support

Veterans United Gets Fast, 24/7 Response with Enterprise Technical Support

Veterans United Home Loans, a Columbia, Missouri–based lender handling roughly $11B in annual volume and 4,000–5,000 loans per month (98% VA), operates with a large in-house technology team and a highly customized Encompass environment. That complexity made standard tiered support slow and repetitive, creating a need for immediate, consistent, and proactive technical support that understood their unique configuration.

Ellie Mae’s Enterprise Technical Support assigned a dedicated Customer Success Manager and team reachable 24/7 by phone, with bi-monthly performance reviews and daily metric access. The CSM’s deep knowledge enabled rapid escalation and remediation, proactive monitoring that prevented issues from becoming outages, and measurable improvements in system performance and uptime—protecting revenue and reputation.

Veterans United

Michael Bouchey

Vendor Relationship Manager