The typical pipeline for residential mortgage refinancing for a successful, federally chartered credit union ($1.2 billion in assets) was usually 600 applications. A surge of mortgage refinancing volume resulted in a 10-fold increase of applicants. As a result, management needed ways to maintain the expected high quality customer satisfaction levels. Loans officers depended on “canned” reporting from the loan application processing system and Excel spreadsheets that could not support the new higher performance standard. Effective management of the loan application process required a reporting solution that would allow loan officers to quickly identify and prioritize applications that were in need of attention.

This solution would also need to provide an overview of the entire pipeline so supervisors could easily assess where additional resources and support could be directed toward relieving bottlenecks.