Solutions

MATS for Mortgages

MATS (Multi Application Tracking System) for Mortgages is currently in operation with Financial Services businesses including; Nationwide Building Society, Abbey (Santander), Barclays, Standard Life, Yorkshire Building Society and Accord Mortgages.

MATS is a processing and communications solution that enables more effective management of application and case pipelines, removing bottlenecks and empowering advisers and underwriters to achieve faster processing of more mortgage applications.

It achieves this via its powerful workflow engine combined with service level reporting to ensure the volume of applications are processed efficiently.

With visibility of case volumes and pipeline performance, progress through cases is much faster than using traditional legacy systems.

This, combined with the automated communication to customers by SMS text message, email and personal web pages at key stages during the application process, eliminates the majority of chaser telephone calls.

Reduction in chaser call volumes of up to 65% have been achieved for both in- and out-bound call traffic.

Finally, MATS provides real time business reporting, which can replace a team of analysts, automating time consuming tasks and providing critical Management Information accurately and immediately.

Listen to the review of Nationwide Building Society MATS deployment, from the BBC:


Click to listen


MATS for Mortgages provides:

  • Up to 65% reduction of in- and out-bound telephone traffic
  • Significantly reduces the need for using the post
  • Provides immediate and dramatic improvement in service to customers and third parties
  • BDM’s or Relationship Managers are automatically informed of their cases’ activity
  • Delivers real time and easily analysed Management Information
  • Operates as a wrapper to existing process and mainframe activities
  • Can be set up and delivering benefits in a matter of a few weeks


    • Results & Benefits

  • Reduce incoming calls from customers/third parties by up to 65%
  • Reduce out-going calls to chase customers/third parties for supplementary information to allow a case to progress by up to 65%
  • Improve the customer/third party experience
  • Reduce missed or dropped incoming call volumes as capacity is freed up to take calls
  • Reduce dropped or lost cases and case write-offs
  • Reduce cycle times by cutting process delays
  • Up to 90% reduction in customer complaints
  • Improve analysis of processing weaknesses and inefficiencies
  • Improve productivity per person
  • Better, more relevant Management Information
  • Free up FTE’s for re-deployment into other areas (and increase sales as a result)
  • Reduce postal and fax costs
  • Reduce carbon footprint by using, printing and posting less paper
  • Target training more effectively
  • Cross/up-sell other products and services
  • Build permission-based and validated databases of email addresses and mobile phone numbers for sales and marketing purposes

    • For further information and to arrange a demonstration of MATS, contact us here.