Case Study: United Wholesale Mortgage achieves faster incident response with PagerDuty

United Wholesale Mortgage cuts incident response delays with PagerDuty and closes loans in 14 days

United Wholesale Mortgage (UWM), a major home mortgage lender, faced a slow and manual incident response process that relied on brokers reporting issues to a help desk. This outdated system caused critical delays that impacted their customers. To address this challenge, UWM implemented PagerDuty as their main incident management and communication hub.

By integrating PagerDuty with ServiceNow and Microsoft Teams, UWM automated alert routing and enabled real-time team collaboration. The solution from PagerDuty provided operational clarity from engineers to senior leadership and drastically improved response times. This efficiency contributed to UWM's ability to close loans in an average of 14 days, significantly faster than the industry average of 38 days.

United Wholesale Mortgage