Case Study: Leading Mortgage Company achieves 25%+ productivity gains and faster mortgage processing with Newgen Software

Leading Mortgage Company - Customer Case Study

A leading US non‑prime mortgage lender, supported by an offshore‑centric BPO, faced a highly document‑intensive mortgage lifecycle with paper‑heavy intake, manual review and annotation, slow document retrieval, complex underwriting steps and poor transaction tracking that hurt turnaround times and customer responsiveness.

Newgen implemented an OmniFlow™‑based end‑to‑end mortgage workflow—splitting underwriting into credit, income and collateral reviews, integrating with loan processing and back‑end systems (single sign‑on), and using OmniScan™/OmniDocs™ for intake and archival. The solution enabled a mixed on‑shore/off‑shore delivery model, improved SLA and KPI monitoring, sped up turnaround, and increased agent productivity by over 25%, while simplifying compliance and offshore transition.