Case Study: Government-sponsored Mortgage Company improves customer experience and lowers support costs with Unisys Digital Workplace Services

Improving the Home Buying Process for Tens of Millions of Americans

Government-sponsored Mortgage Company worked with Unisys to maintain mortgage market leadership while improving customer service and reducing support costs. To meet the needs of 11,000+ employees, thousands of loan agencies, and hundreds of thousands of homeowners, the company needed a more efficient service model that could scale across a large and diverse user base.

Unisys implemented Digital Workplace Services, including a service center supported by two main sites, to handle both automation and live-agent interactions based on customer preference. The solution improved the customer experience by reducing issue resolution time and enabled ongoing cost reductions, delivering about 8% efficiency gains in the first year and around 17% in the following year, according to Unisys.