The Development of MOAI—A Wholesale Mortgage Lender Leverages the Internet for Customer Satisfaction and Cost Reduction

The client, one of the country's largest wholesale mortgage lenders, recognized early that leveraging the internet could drive customer satisfaction up and drive cost down. The client envisioned allowing its mortgage broker partners to execute transactions and monitor loan status online. In addition to providing additional value to its broker base, the client sought significant cost savings from increased automation. Senior management turned to West Pole to architect and implement the B2B solution.

Leading Edge without the Bleeding Edge

West Pole recommended an iterative yet comprehensive approach to mitigate the risk of developing technology that was not only leading edge for the client, but also within the industry. The approach included expert workflow, requirements and business rule analysis that paved the way for integrating the solution smoothly into the client’s existing back-end systems and processes. On the technical front, West Pole designed the solution to scale and adapt quickly to accommodate anticipated dramatic volume growth and product innovation.

Stepping Ahead of the Competition

West Pole delivered MOAI, the first comprehensive, internet-based, front-end for loan processing. MOAI provides the client with significant cost savings through dramatic reductions in the time to fulfill a loan, and was the first system to provide online rate locking. As the client's volume grew exponentially, MOAI scaled right along with it, and mortgage brokers continue to identify MOAI as the most satisfying wholesale mortgage lending portal in the industry.

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