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Santander opts for expanded MATS rollout

“Feedback on the performance of the new MATS platform from across our processing sites was universally positive, and the business benefits of employing the system are clear for all to see,” comments Clive Kornitzer, chief operating officer of Intermediary Operations at Santander

Santander (formerly Abbey) has successfully been using the core MATS system for several years to improve service levels and cut costs by proactively notifying direct mortgage customers and brokers of key stage events in their applications.

Now, following a highly successful trial period, Santander – one of the largest providers of mortgages and savings in the UK – has integrated its in-house mortgage application processing system into an expanded version MATS to further improve its internal processes and customer service.

The MatsSoft platform provides Santander with streamlined business processes, including enhanced valuable real time management information (with full history of each application) and has built in business logic designed to further refine and improve service levels. It also frees up the time staff previously spent on the telephone by keeping customers proactively informed of their mortgage application via SMS, email and auto-updated personal web pages – at a significant cost saving for Santander.

Clive Kornitzer, chief operating officer of Intermediary Operations at Santander comments:
“Ensuring we offer a leading service proposition is a driving force behind the work we are doing and we have successfully deployed a number of upgrades and process improvements to our mortgage application tracking system in the last 12 months. We have integrated our in-house mortgage application processing system into MATS to create a single system to both queue work internally as well as update the broker on their application.

“Key to the success of this deployment lay with MatsSoft's professionalism and quick turn around times. During a period where we were making frequent process improvements, their flexible business model proved invaluable to accommodating our requirements".