CASE STUDY

Industry Sector - Legal Services

Information Management Solution for Improved Mortgage Book Analysis

Scenario:

A major UK financial organisation wished to streamline data storage, eliminate network traffic problems and improve information sharing capabilities within its residential mortgage department.

Background:

The client, who requested confidentiality, had multiple systems based on Microsoft Access in place to analyse its mortgage book. Due to these multiple systems, with some databases being Multi-Gigabytes in size, significant problems were being encountered when attempts were made to run end-of-month analysis reports causing network problems and data corruptions.

Implementation:

Infographics implemented a new, more flexible and sophisticated management information database to provide the organisation with a flexible and logical view across its entire mortgage analysis system. The new database, which utilised Microsoft SQL Server, was also linked to information keyed in through the mortgage quotation system used in the company’s call centre.

Business Benefits:

The successful completion of the project has resulted in average customer query times being reduced from 15 minutes to two minutes, and database loading times being reduced by two thirds – from three hours to one hour.

In addition, the new system provides clearer presentation of data, improved access to mortgage book data across all divisions of the organisation and has significantly reduced the burden on IT support staff.

Alistair Wood, Managing Director of Infographics, said: “The implementation of the new management information system has realised some major benefits for both employees and the organisation’s business areas.

“By streamlining the structure to match more closely the business requirements, dramatic efficiencies have been achieved and the demands on the IT support staff greatly reduced.”

The client’s project manager for the implementation of the new management information system said: “Faster access, improved availability and a reduction in maintenance effort are some of the significant benefits realised from the system’s introduction.

“More specifically, as the basis for an integrated management information solution, the mortgage data can be monitored and analysed from initial customer enquiry through to mortgage account processing.

“The analysis teams therefore now have the capability to perform trend analysis across the entire mortgage book, giving them the ability to attain valuable insight into customer and account trends with a view to enhancing products, profitability and customer retention.”

A further benefit of the project is that the new database has been linked to information keyed in through the mortgage quotation system used in the bank’s call centre. The resulting combination of two sets of information has provided a powerful tool for tracking the success and contribution of the call centre operation and aided the call centre in identifying conversion rates for enquiries.

Technical Overview:

The customer had specified that the solution should be:

  • A true client/server application that would operate with multi gigabyte database sizes 
  • Scalable and reliable

Operational requirements were that the solution should support:

  • The timely, accurate and reliable production of reports inline with deadlines

Summary:

The implementation of a new information management system has helped transform the analysis of the mortgage book at one of the UK’s leading financial organisations, ultimately aiding the more effective marketing and sales of mortgage products.