Case Study: HML improves customer response times with Salient Process and IBM Business Process Manager

HML - Customer Case Study

HML, a provider of outsourced mortgage, savings and loan administration services, needed a faster, more agile way to process huge volumes of customer correspondence while meeting strict service level agreements. To improve workflow management and response times, HML worked with Salient Process using IBM Business Process Manager.

Salient Process helped HML implement an end-to-end correspondence handling solution that automates scanning, OCR tagging, queue assignment, workload management and performance monitoring. The result was improved customer response times, £400,000 saved through reduced manual processing, and £150,000 in annual savings from consolidating processing onto a single platform, with the added benefit of quickly adaptable SLA-based workflows.

HML

Paul Swinson

Programme Manager