Overhauling mortgage communications to enable faster response times for a Fortune 100 bank CHALLENGE Inconsistent branding and a broken process One of the largest banking organizations in the U.S. faced major communications management hurdles that impeded the efficient and accurate production of mortgage applications, disclosures, and other related customer documents to support the bank’s real estate and mortgage business operations. Creating and producing new customer materials took far too long. All communications were created in OpenTextTM ExstreamTM through a very cumbersome process. The bank’s mortgage operations team created wireframes and requirements specifications, which were then sent to the bank’s IT organization to put together the communications—a process that required

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