Financial services - BR

Success Story 2 axway.com " Operational intelligence provides the way to look at the whole customer experience and then drill back to your systems and processes. And from that, you can gain real insights into what matters to the customer." Smart decisions through intelligence To optimize Fannie Mae's business and service processes, and pave the way for innovation, operational intelligence took center stage. The idea was to focus on the different ways their customers experienced a particular process and improve it, rather than begin with an internal audit of every potential operational pitfall. According to Lee: "We needed to instrument the customer experience. Operational intelligence provides the way to look at the whole customer experience and then drill back to your systems and processes. And from that, you can gain real insights into what matters to the customer." They started with a critical business application: processing a credit risk assessment application to determine eligibility for a mortgage through Fannie Mae. This is of strategic importance since the company processes hundreds of thousands of loans every day, each of which ultimately becomes part of Fannie Mae's securities portfolio. Therefore, access to the application must be available and the application process needs to be quick and satisfactory from the consumer's perspective. With the right operational intelligence solution, Fannie Mae can closely monitor the entire process in real time and proactively respond to potential problems before they happen. Staying ahead of the curve through operational intelligence ensures that loan cycles are as short as possible, enabling lending partners to remain competitive in the borrowers' market. "We're now able to isolate very, very quickly as to when things may be going wrong," says Lee. "And when you have a lot of interconnected players, everybody is suggesting theories as to what it could be causes of the behavior. Using the instrumentation and the operational intelligence dashboards, we're able to go very fast and go straight to the issue. We can now take proactive steps and know the state of the customer experience at all times." Lee continues, "Operational Intelligence provides real-time actionable insights in the behavior of our systems AND those of our customers and partners. So, it is not about being closely linked to a specific system, but as a set of process points that need to work seamlessly to deliver a good customer experience." A trustworthy solution from a trusted source It takes a healthy dose of due diligence to pinpoint a solution that is so critical to Fannie Mae's ability to respond proactively to the demands of a dynamic market and drive innovative among such a complex ecosystem. After evaluating multiple proofs of concept, interviewing several peer organizations and consulting market practitioners, the housing finance giant chose Axway. "Our conclusion was that Axway was a company that we could work with to develop real-time operational intelligence in the evolving US home ownership market," states Lee. "Axway's Decision Insight was selected because of its ability to examine real-time process dynamics and intelligence. And really, Axway's ability to make it all about the business process. We're leaning on Axway for its depth of experience with operational intelligence to allow us to rapidly go from no real-time insights into complete dashboards."

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