Client

Retail Bank - Mortgage Acquisition Division

Business Problem

The mortgage acquisition operations team was facing recurring application processing errors that led to service delays, rework, and customer complaints, often resulting in beaching their client Service Level Agreement. 

Despite efforts to reduce issues, the team lacked a structured way to capture error data and identify systemic failure points. Without a clear view of root causes, operational costs remained high and process improvement stalled.

Solution Delivered

We delivered a lightweight but powerful Excel Add-in that empowered frontline processors to instantly capture error instances at the point of occurrence.

Data was stored centrally in an MS Access database, enabling consistent, structured recording of error types, causes, and downstream impact.

Key features included:

This solution created a closed-loop between error capture, insight generation, and process remediation—without disrupting day-to-day operations.

Results

Technology

Excel | VBA | MS Access