THE CHALLENGE

First Mortgage Services (FMS) specialise in delivering a range of mortgage processing and administration services to financial institutions. Many of these offerings are managed by separate lines of business, each with its own business processes, product offerings, systems and workflows tailored to support customers’ needs.

Driven by the desire to increase its competitive edge and uplift the digital experience, FMS strove to create a new digital experience for its customers with a holistic portfolio view.

With high expectations set by the digital economy, FMS looked to DB Results to provide the expertise to rapidly deliver a quality solution that would exceed industry expectations and support the sustainability of their business.

THE SOLUTION

FMS engaged DB Results to deliver this project by providing the end-to-end digital delivery capability to seamlessly bring the required solution to life.

DB Results worked strategically with the FMS leadership team to re-imagine customer engagement, design compelling experiences and rapidly implement a new portal solution to turn the vision into a reality.

To meet the tight timeframe, DB Results introduced the use of the OutSystems low-code platform to rapidly deliver the new capabilities. This platform allowed FMS to instantly uplift their digital capabilities in line with best practice without hiring an army of consultants and contractors. Further to this, the speed benefits in delivery allowed the solution to be delivered four times faster than would have been possible with traditional technologies.

DB Results’ role as delivery partner encompassed a broader focus on capability uplift across agile delivery, UX/UI design and digital solution development. This resulted in the delivery of a solution and the establishment of a new capability which could re-energise the business and its competitive position in the market.

Just four months after the initial Blueprint workshops, the new client portal, named MyPortView, was ready for launch and roll out to the first round of customers, including some of the leading financial institutions across Australia.

THE RESULT

With MyPortView, DB Results delivered for FMS an innovative, client-centric workspace, equipping lenders and brokers with:

• the ability to input information and documents to be viewed and uploaded
• access to data to support decision making, based on meaningful real-time reporting
• a single, consolidated point of information for both customers and brokers
• seamless data integration from multiple backend legacy systems
• access to online chat functionality to communicate with FMS when assistance is needed.

The new portal resolved a number of common pain points for both customers and for FMS staff, and has made mortgage processing more efficient.

The success of MyPortView and the speed of delivery has allowed FMS to fast-track their business strategy. FMS is now leveraging their new capabilities to bring competitive offerings to market with significantly less time and cost to unlock and realise the benefits of innovation.

DB Results has assisted FMS to grow in the digital environment by developing a market-leading platform that reimagines the mortgage fulfilment customer journey which can be easily scaled up to offer further innovative solutions.

—Patti Eyers, Chief Executive Officer, FMS