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CASE STUDY

National Mortgage Servicer: ITSM for Borrower-Facing IT

A national mortgage servicer with 2M loans modernized borrower-facing IT operations on ServiceNow ITSM. CFPB complaint rate dropped 38%.

May 9, 2026 · 2 min read · By admin
At a glance
38% CHANGE
Industry
BFSI
Topics
ITSM · Servicenow
Published
May 2026
Headline outcome
38% CFPB complaint rate: down 38%

Measured outcomes

What this programme actually delivered.

38%

CFPB complaint rate: down 38%

+22

Borrower NPS on technology: +22 points

2

2M loans serviced on improved platform

The challenge

A national mortgage servicer’s borrower-facing systems (web, phone, document upload) had inconsistent reliability. CFPB complaints citing system issues were rising.

What we built

ServiceNow ITSM covering borrower-facing systems. SLA tiers for borrower-impacting incidents. Audit trail aligned to CFPB requirements.

Outcomes

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