SwiftSend solves reliability and IT support issues, doubles savings

Mortgage Lenders Network USA

Mortgage Lenders Network USA, Inc. (MLN) sought outside help in order to improve efficiency with respect to its electronic document delivery service. As a national residential mortgage Lender, MLN utilizes the services as a major part of its operations. SwiftSend's team of technical experts and support staff quickly customized and implemented a program that accommodated the company's rapidly increasing loan volume. Additionally, the new program required little or no support from MLN's IT staff.

The Challenge

As MLN Production Operations Manager Sandy Burling noted, the increasing volume and technological demands necessitated changing the system. "Word of mouth spreads fast; you miss the closing deadline and you miss the deal," said Burling. "Our reputation was at stake, not to mention actual sales. We had to find a reliable service from a knowledgeable vendor who would be there when we needed help."

Enter SwiftView and its team of technical experts. They had the responsibility of implementing its SwiftSend LoanDocs(r) electronic document delivery service with minimal impact to MLN's LOS configuration. Considering the LOS is comprised of several systems integrated together, this was no small task. The SwiftSend team needed to understand MLN's workflow and network environment in order to develop file capture methods that integrated with MLN's network protocols and security measures. The team then needed to implement a plan that did not disrupt workflow or MLN's ability to provide high quality service to its borrowers.

The Solution

Vice President of SwiftSend Operations Steve Harvath and his staff have extensive backgrounds in technology development and implementation. They quickly assessed the situation and developed a solution to meet MLN's unique needs. One of the requirements of the new system was the ability to capture and package disclosure and loan document sets (which are located on two different areas of the system) and pull them together for delivery as a single entity to title companies and/or attorneys. This was a service that MLN's former vendor could not initially provide, until they had MLN purchase a costly piece of equipment to do the job. Harvath and his team implemented a customized SwiftSend Gateway that enables loan officers to compile all files related to a particular loan by using a common loan number. Harvath visited MLN's headquarters and, within a single day, installed the solution on-site with very little assistance from MLN's IT department.

"Most technology vendors require IT support from us but our folks didn't have to do anything," said Burling. "Steve came out and it was done in a day. No down time. No setup cost. It was great."

An added benefit, said Burling, is remote Gateway management, which is unique to SwiftSend. The company performs extensive connectivity checks to MLN's Gateway from an administrative console every five minutes, so they are able to detect and notify MLN of potential disruptive issues with MLN's Internet connection before end users are even aware of them. SwiftSend's remote Gateway management also enables the team to remotely administer any changes MLN may want to make to the system - quickly and easily, without a site visit.

The Results

MLN is extremely pleased with SwiftSend’s reliability, service, technical support and pricing. “The system doesn’t go down despite our increased volume. If an issue does arise, we make one phone call and it’s quickly resolved,” said Burling.

SwiftSend's online mailboxes (or process folders) provide significant cost savings to MLN. The mailboxes allow MLN to view documents after sending in order to address questions. If a package needs to be sent to another recipient from the mailbox, there is no extra charge. MLN's previous vendor did not have this capability. Additional efficiencies and cost-savings have been realized since MLN began using SwiftSend for "piggyback" mortgages. This enables MLN to electronically send two closing packages for the price of one, cutting document delivery costs on 80/20 loans in half.

SwiftSend's on-site installation and system review, along with technical support for senders as well as recipients, is invaluable and unusual, according to MLN. "Our IT department used to be constantly involved in maintaining our system but now they don't have to do anything because SwiftSend takes care of it. I even tested Steve's promise that when we called SwiftSend technical support, a human being would pick up the phone. They passed with flying colors," said Burling.