HML Provides First Class Customer Service with Thunderhead

Leading mortgage outsourcer selects Thunderhead NOW to speed up processing and improve service quality through multi-branded, multi-channel communications

HML, the UK's largest provider of process outsourcing solutions for the mortgage sector, has licenced Thunderhead NOW as its foundation for generating personalised, multi-branded, multi-channel customer communications.

Thunderhead NOW will enable HML’s front-line employees, who handle assets of over £49 billion, to more quickly assemble and process mortgage documents and to easily apply one of the 35-plus brands that they manage on behalf of their clients. Additionally, by providing customers with the information they need quickly, accurately and through the channel of their choice, HML expects to see significant improvements in customer service.
 
The Thunderhead solution has been purposefully designed for use by line-of-business professionals.  As a result, HML will no longer be forced to rely on highly-skilled IT resources to make simple changes to their mortgage documents, which will result in dramatic improvements in operational efficiency, saving both time and money.
 
“We chose Thunderhead NOW following a detailed evaluation of all the leading products on the market. Continuous improvement in customer service is critical for our future business growth and we believe Thunderhead NOW best supports this strategy as it enables us to easily manage documentation for all the brands that we represent,” said Debbie Richardson, IT Director at HML. “We process mortgages for over 35 different clients, so Thunderhead’s ability to streamline the production of highly personalised, multi-branded, multi-channel communications will provide significant process efficiencies whilst also improving our quality of service.”
 
In the future, Thunderhead NOW will also enable HML to communicate with customers through their preferred media – including email, SMS messaging, and HTML Web pages as well as traditional printed materials sent via the post – all of which are processed by a single, easy-to-use, enterprise platform.
 
“The Thunderhead NOW platform will help HML to grow its business by providing a proven, scalable solution that will enable faster on-boarding of new clients and will allow HML to deliver highly personalised and properly branded documentation to its customers via their preferred channel,” said Glen Manchester, CEO of Thunderhead.  

“We believe that HML’s requirement for personalised, multi-channel, individually branded documents represents the future of how financial services communications will be produced and delivered.  And, we are delighted to add HML to our rapidly growing list of financial services customers.”