Mortgage Maturities Workflow
Mortgage Maturities Workflow is a retention management solution that helps lenders proactively engage customers approaching the end of their mortgage term. It combines workflow management and customer interaction tracking to maximise retention opportunities and deepen insight into customer behaviour.
The module enables teams to identify customers requiring contact, record communications and outcomes, and schedule follow-ups — with a full audit trail capturing responses, product selections and renewal decisions throughout the retention journey.
Where customers choose to leave, the workflow captures competitive intelligence including departure reasons, competitor details and alternative rates accepted, giving lenders a comprehensive view of retention performance across products and segments.
By replacing spreadsheet-driven processes with a controlled, measurable workflow, lenders can improve retention rates, increase efficiency and make more informed product and pricing decisions.
Benefits
Increase Customer Retention - Proactively engage customers before their mortgage matures through a structured retention process that helps maximise renewal opportunities and improve customer outcomes.
Structured Retention Workflow - Manage the entire maturity process through a consistent workflow that guides users from initial contact through to final customer decision, ensuring no opportunities are overlooked.
Customer and Competitor Insight - Capture detailed information on customer decisions, reasons for leaving, competitor lenders and alternative rates accepted, creating a valuable source of market intelligence to support retention strategies.
Improve Reporting, Oversight and Decision Making -
Monitor retention performance across products, asset classes, and customer segments through associated reporting, giving management greater visibility of pipeline activity and outcomes.Efficiency Through Integration and Automation -Replace spreadsheet driven processes with an auditable workflow that integrates with core banking data, reduces administrative effort, and provides the data needed to support product development, pricing decisions and long term retention strategies.