Case Study: a large mortgage servicing company cuts document management costs with Iron Mountain Digital Mailroom

Large Mortgage Servicing Company - Customer Case Study

A large mortgage servicing company faced a significant challenge managing a massive influx of physical mail, driven by volatile mortgage and refinance rates, while also adapting to a remote-work staffing model. This influx, which included trailing documents and customer correspondence, posed serious logistical and operational risks. To address this, the company turned to Iron Mountain for its Digital Mailroom solution to digitize, categorize, and securely manage the documents.

Iron Mountain implemented its Digital Mailroom service to centralize and digitize all incoming mail, leveraging machine learning to classify over 250 document types and automate workflows. The results were substantial, including a 25% reduction in document management costs and a drastic reduction in processing times from 7-10 days down to under 24 hours. The solution provided critical scalability, allowing the lender to handle a 30% increase in new mortgages without impacting its bottom line.