A top-10 US mortgage lender ran a legacy origination platform that had been incrementally extended for 30 years. The result: 11 days to decision (median), 32% straight-through processing, and a borrower-experience NPS at industry-laggard levels. Online-only fintechs were quoting 24-hour decisions on conforming loans and winning the best-credit segment.
A complete origination redesign on Salesforce Financial Services Cloud, with Mergen DocAI (custom-trained on 4 years of the lender’s document corpus) handling pay stubs, tax returns, bank statements, and property documentation. The borrower experience was rebuilt from the URL outward with a single sign-in, real-time status, and explicit human-in-loop touchpoints designed to feel like service, not friction.
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