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Case Study: Intertech Migrates Mortgage Services Firm's Customer Service Application from Third Party to In-House

  • Client: Intertech Migrates Mortgage Services Firm's Customer Service Application from Third Party to In-House
  • Project: Migrates Mortgage Services Firm's Customer Service Application
  • Country/Region: Michigan-based, National Company

A leading mortgage services firm which originates, finances, and services residential mortgages looked to Intertech to lead a high visibility project. The client’s operational excellence, financial strength, and commitment to technology have positioned the firm as a leading provider in the emerging housing finance market. This mortgage services firm turned to Intertech to bring development of consumer and B2B portals in-house which previously had been hosted and maintained by a third party. In the process, Intertech became a strategic partner for moving the application to the cloud for greater security and availability. By so doing, the client is better positioned to implement more changes faster. The move to in-house development and cloud deployment also lowers cost and reduces risk.

Technologies Used

  • Azure
  • .NET
  • C#
  • React

Challenge

Moving a consumer application from a third-party provider to an in-house development team raises many types of challenges. Understanding the code and how it works is a foundational challenge. However, having the expertise to identify opportunities for better scaling, optimization, and security was another important element of the move.

Moreover, the third party, who built both portals from scratch, was understandably protective of their portals and the client anticipated pushback and non-cooperation. With these technical and organizational concerns in mind, the client’s leadership team sought out consultants with the technical and organizational savvy to anticipate, fend off, and if needed, overcome these obstacles.

 

Process

At the beginning of the consulting engagement, Intertech’s consultants started by reviewing the code and the business processes it supports. Early on, the important thing was to understand any modifications needed or unanticipated obstacles while also establishing relationships with the client’s new team to ensure its readiness to take over maintenance. Additionally, Intertech’s consultants facilitated the integration of the client’s new development team with the other client teams. Along the way, our consultants developed the technical and organizational processes to support the maintenance and stable hosting of the portals.

Throughout the transition from third-party to in-house, Intertech’s consultants provided technical, implementation expertise. More importantly, though, the expert consultants served in a senior leadership and training role, helping the new team learn and adjust to the new application.

 

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Result

Control of the two portals has succeeded gradually, with control of the first business portal shifting entirely in-house with low risk and no impacts to reliability. With the successful transition of the first portal, a second portal will change hands from the third party provider by the end of the year.

Throughout the process, Intertech has become a trusted technical partner and advisor for the client. The client consults with Intertech on new initiatives on many levels from business strategy, to team leadership, to technical implementation.

 

Our Story: Intertech

From the day it was founded in 1991 by local entrepreneur Tom Salonek, Intertech has been a company with an important difference: unwavering commitment to customers, employees and the broader community through excellent work, smart workplace and financial management, and creative philanthropic involvement.

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