US Government Sponsored Mortgage Company
Improving the home buying process
The Business Challenge
Maintain mortgage market leadership by providing excellent customer service at reduced cost.
Unisys Digital Workplace Services, including service center for 11,000+ employees, thousands of loan agencies and hundreds of thousands of home owners, supported by two main sites.
Results and Benefits
- Enhanced customer experience by reducing the time to resolve issues
- Gained the ability to support a mix of automation and live agent interactions based on customer preference
- Achieved the ability to reduce support costs over time (~8% first year in efficiencies; ~17% in following year)