UK Homeloan

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 that’s exactly what we asked from Trinity”. Paul Fenn HML E-Commerce Executive Homeloan Management Ltd case study Loan Enquirer Challenge Differentiate from competition by offering unique customer service. Solution Complete E-Solution providing customers with web access to loan and mortgage details. Result Value-added customer service. Technology Microsoft SQL Server Windows NT4.0 and IIS4 Active Server Pages (ASP) XML data transfer with cascading style sheets. Trinity Expert Systems developed a unique E-Solution for Homeloan Management that enabled web users to access personal loan and mortgage details in a real-time environment. Background Homeloan Management Limited (HML) is the UK’s acknowledged leader in the provision of mortgage outsourcing facilities to major banks, building societies and other lenders. Since the company was formed in 1988, HML has been at the forefront of the mortgage outsourcing industry in the UK. HML provides a wide range of services that allow financial institutions to focus on building their businesses, sound in the knowledge that their mortgage portfolios are being managed on one of the UK’s 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. HML’s 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 HML’s technology partner aboard project Concorde, the single most critical investment programme in the company’s Trinity Expert Systems plc history. Its aim was to establish HML as the UK’s undisputed “Best in Class” service provider in the mortgage and loan sector, by enhancing operational capability, allowing total flexibility in the manipulation of data as well as speeding up processes. The project involved a complete re-engineering of HML’s processes, combined with the deployment of stateof-the-art technology in every area of the business. Loan Enquirer is an unbranded application specifically developed for outsourced financial services. Customers can access their lender’s branded portal through Loan Enquirer and view, query and carry out complex analysis of their data in what is effectively a ‘real time’ environment. More complex information requirements can be requested via email, substantially reducing overheads by freeing HML’s helpdesk. Loan Enquirer also created a channel for approved third parties that allows them to access information specific to their accounts, benefiting rating agencies or auditors working with HML clients. The project brief required Loan Enquirer, as a customer facing application, to have a distinguishable identity. Trinity is a one-stop-shop: our Design Consultancy team ensured that look and feel matched the application’s increased functionality, delivering a complete solution that satisfied business requirements at the front and back end. Further Concorde initiatives include important enhancements to the HML customer contact centres, as well as the integration of ‘second layer’ technologies such as knowledge based systems and intelligent underwriting. The challenge The financial services market is dominated by intense competition. Previously unrelated businesses (e.g. supermarket chains) have become important players, creating a surplus of supply, which has led to complete customer power. The Internet has eliminated physical (or geographical) constraints, allowing customers to “shop around” for the best deals in the market, further compounding competition. To face this challenge, HML decided to base their Unique Selling Proposition on Internet applications. Solution HML sought Trinity’s help to provide them with an e-solution that would ensure their market leadership. HML’s objective was to offer a complete e-service to their clients, allowing them to securely access their personal loan/mortgage details through the HML website. Trinity made this possible by webenabling 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 HML’s 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 that’s 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