Case Study: a US-based full-service mortgage lender improves customer experience with Sutherland Global Services

US-Based, Full-Service Mortgage Lender Company - Customer Case Study

A US-based, full-service mortgage lender sought to understand why customers were canceling or withdrawing from their refinance loan application process, a situation that was operationally costly. They partnered with Sutherland Global Services, which employed design thinking and consulting services to analyze the customer journey and identify the root causes of the fallout.

Sutherland Global Services hosted the client in its innovation labs for a journey mapping exercise and conducted field research by interviewing customers. This process uncovered key challenges in communication and logistics. The solution led to improvements in the customer experience, over 20 enhanced customer communications, and increased customer empathy for the lender.