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Gateway installation enhances workflow, reduces IT stress

This SwiftSend LoanDocs® customer is a large, nationwide lender that originates, acquires and sells residential mortgage loans. The customer is one of the top 25 largest non-conforming lenders in the country with billions of dollars in funded loans.

The Situation

In keeping with its strategy of technological leadership, this current SwiftSend customer had been using a competitor’s first-generation electronic document delivery service. While the service had been a net plus, it did have significant limitations, particularly when it came to recipients’ abilities to view and print documents. The customer was in search of next generation technologies that would…

  • …be easy to use
  • …offer more reliable, timely and easily verifiable delivery
  • …maintain document integrity and security
  • …require less support from its IT department
  • …enhance the productivity of its document processors
The customer creates its loan documents on a mainframe running the loan origination system. SwiftSend recommended a Gateway installation with a dedicated server that would emulate local printers, and began working with the customer to address technical issues that its former service simply wasn’t able to resolve.

Challenge #1: Fonts

One of the customer’s many challenges was that its LOS’ specialized fonts did not transfer when documents were sent to and printed at remote locations. The former service resorted to installing the fonts on all recipient machines, a process that was cumbersome, time-consuming, and required substantial effort from tech support. Plus, this method prevented recipients from being able to print documents from other lenders. It was a no-win situation.

The Solution:

SwiftSend solved the problem by capturing the fonts and embedding them into the data stream. This system is much more efficient because it makes fonts part of each package, ensuring that remotely printed documents always come out perfect. The customer’s former service simply couldn’t do this.

Challenge #2: IT Stress

When couriers and FedEx are used for mortgage document delivery, IT assistance isn’t needed. Though the customer’s IT department anticipated involvement when the customer first adopted electronic document delivery, the level at which its assistance was required surprised everyone. Not only did IT have to solve a seemingly endless stream of font issues, but something as simple – and frequent – as a mistyped email address required technical assistance.

The customer’s former electronic delivery service did not allow senders to view a document’s status. IT was forced to review large log files to verify whether or not a document had been delivered to the right person because notification of bounced emails got only as far as the system’s server. “It was like sending docs off into a black hole,” said the business manager. “Sometimes we wouldn’t know (documents) hadn’t been received until the intended recipient called two days later asking where they were.”

The Solution:

SwiftSend provides a powerful, easy-to-use Outbox user interface for each document processor. The Outbox displays sent documents, including the time and date they were viewed by the recipient, comments and other delivery information. The Outbox also eliminates the need to reload documents for sending to another address.

SwiftSend’s unique, patent-pending Verifiable Proof of Delivery logs proof of receipt only when documents actually display on the recipient’s monitor, rather than when the recipient simply clicks on a link to attempt a download. SwiftSend is the only service that can offer absolute and verifiable proof of delivery.

Ultimately, SwiftSend has dramatically reduced the demand for IT support and has further eliminated IT stress by providing free technical support to all users, including senders as well as recipients.

Challenge #3: Security

The customer’s former service allowed the vendor to circumvent the firewall and dial into the system. This posed a security threat to the customer and a liability concern for the vendor.

The Solution:

SwiftSend’s Gateway system hardware is installed on site; the system can only dial out and no one can dial in. It’s easy for the customer’s IT department to connect SwiftSend but no one, not even SwiftSend itself, can connect to the customer’s Gateway.

The Results

SwiftSend quickly and efficiently addressed all of the customer’s issues with electronic document delivery, and the system has even been rolled out in some of the customer’s other divisions. “From the moment the system was tested and adapted to ours, it was up, quick and responsive,” said the business manager. “My division now sends 90 percent of its closing packages with SwiftSend. The other 10 percent are all local closings that are couriered.”

The customer is thrilled with its 99.9% success rate thanks to SwiftSend. “Without a doubt, SwiftSend has greatly enhanced our service and has saved the company time and money,” said the business manager. “But even more important, our customers demand quick and reliable service. We need to be able to transmit documents and close an hour later. Documents can be changed and resent almost instantaneously with SwiftSend; you can’t do that with FedEx.”

“The results speak for themselves. (SwiftSend) has given us exactly what we wanted.”