Case Study: Foundation Home Loans achieves 50% faster responses and saves 16 person‑hours per day with Tungsten Automation

Foundation Home Loans Improves Responsiveness While Keeping Headcount Flat

Foundation Home Loans, a UK intermediary-only mortgage lender, faced a manual, time-consuming inbound communications process—sorting, locating accounts, scanning and routing roughly 400 items daily—while its document management system neared end of life. With plans to expand mortgage origination without increasing headcount, the company needed faster responsiveness and greater operational efficiency.

Foundation implemented Kofax TotalAgility (integrated with M‑Files) to automate capture, OCR, classification and skills-based routing, and deployed Kofax Communications Manager for outbound communications. The result: response times cut by about 50% (now typically one working day), roughly 16 person‑hours saved per day, 44% of inbound documents classified without human input, and significant reductions in FTEs and processing time for subject‑access requests—freeing capacity to grow without adding staff.

Foundation Home Loans

Julie Hood

Senior IT Project Manager