case study
Homeloan Management Ltd
Loan Enquirer E-Solution
Loan Enquirer helps us offer unique value-added customer service. It allows our clients
customers to manage their mortgage details through the website, without having to ring
up our helpdesk, saving a lot of their time and ours, not to mention overheads. Nobody
else in the market can provide this service at the moment, and thats exactly what we
asked from Trinity.
Paul Fenn
HML E-Commerce Executive
Homeloan Management Ltd
case study
Loan Enquirer
Trinity Expert Systems developed a
Challenge unique E-Solution for Homeloan
Differentiate from competition by offering unique customer Management that enabled web users
service. to access personal loan and mortgage
details in a real-time environment.
Solution
Complete E-Solution providing customers with web
access to loan and mortgage details. Background
Result Homeloan Management Limited (HML) is the UKs
Value-added customer service. acknowledged leader in the provision of mortgage
outsourcing facilities to major banks, building societies
Technology and other lenders. Since the company was formed
Microsoft SQL Server in 1988, HML has been at the forefront of the
Windows NT4.0 and IIS4 mortgage outsourcing industry in the UK. HML
Active Server Pages (ASP) provides a wide range of services that allow financial
XML data transfer with cascading style sheets. institutions to focus on building their businesses,
sound in the knowledge that their mortgage portfolios
are being managed on one of the UKs most robust,
flexible and dynamic mortgage systems. In December
2000, HML had £6 billion of assets under contract,
acting on behalf of over 30 blue chip clients.
HMLs mission statement is to provide the most
effective solution, in both administration and system
services, to financial institutions operating in the
mortgage, loan and savings markets. To achieve
this, HML gathers, stores and processes vast
amounts of data covering financial trends and
spending patterns.
Through a long-standing partnership with HML,
Trinity was selected in 1999 to be HMLs technology
partner aboard project Concorde, the single most
critical investment programme in the companys
Trinity Expert Systems plc
history. Its aim was to establish HML as the UKs Loan Enquirer is an unbranded application
undisputed Best in Class service provider in the specifically developed for outsourced financial
mortgage and loan sector, by enhancing operational services. Customers can access their lenders
capability, allowing total flexibility in the manipulation branded portal through Loan Enquirer and view,
of data as well as speeding up processes. The query and carry out complex analysis of their data
project involved a complete re-engineering of HMLs in what is effectively a real time environment. More
processes, combined with the deployment of state- complex information requirements can be requested
of-the-art technology in every area of the business. via email, substantially reducing overheads by
freeing HMLs helpdesk. Loan Enquirer also created
The challenge a channel for approved third parties that allows
them to access information specific to their accounts,
The financial services market is dominated by benefiting rating agencies or auditors working with
intense competition. Previously unrelated HML clients.
businesses (e.g. supermarket chains) have become
important players, creating a surplus of supply, The project brief required Loan Enquirer, as a
which has led to complete customer power. The customer facing application, to have a
Internet has eliminated physical (or geographical) distinguishable identity. Trinity is a one-stop-shop:
constraints, allowing customers to shop around our Design Consultancy team ensured that look
for the best deals in the market, further compounding and feel matched the applications increased
competition. To face this challenge, HML decided functionality, delivering a complete solution that
to base their Unique Selling Proposition on Internet satisfied business requirements at the front and
applications. back end.
Solution Further Concorde initiatives include important
enhancements to the HML customer contact centres,
HML sought Trinitys help to provide them with an as well as the integration of second layer
e-solution that would ensure their market leadership. technologies such as knowledge based systems
HMLs objective was to offer a complete e-service and intelligent underwriting.
to their clients, allowing them to securely access
their personal loan/mortgage details through the
HML website. Trinity made this possible by web-
enabling the newly implemented data warehouse
in a project known as Loan Enquirer, which
substantially improved the delivery of data to web
users.
Trinity Expert Systems plc
case study
A Visual Communications Group Publication Tel.024 7642 0100
Result
Loan Enquirer is an e-solution that realises the
tremendous potential of Internet applications by
providing a unique tool for improved customer
service. It offers benefits throughout the chain of
interdependent parties, specifically to:
§ End users (B2C): Loan Enquirer delivers real
value to customers by allowing them to deal
directly with their loan/mortgage provider and
get real-time personal information by simply
logging onto the website.
§ Loan / mortgage providers (B2B): To HMLs
clients, (e.g. building societies) it offers the
benefit of being perceived as better service
providers by their own customers who use the
web.
§ Homeloan Management, as the provider of
Loan Enquirer: The service is unique in the
market, giving HML a great competitive
advantage and realising their objective of market
leadership.
Paul Fenn, HML E-Commerce Executive said: Loan
Enquirer helps us offer unique value-added customer
service. It allows our clients customers to manage
their mortgage details through the website, without
having to ring up our helpdesk, saving a lot of their
time and ours, not to mention overheads. Nobody
else in the market can provide this service at the
moment, and thats exactly what we asked from
Trinity.
For further information contact: Trinity Expert Systems plc, The Oaks, Westwood Way, Coventry, CV4 8JB.
www.tesl.com Phone:+44(0)24 7642 0100 Fax:+44(0)24 7642 0111