Aegon: Streamlining Mortgage Processing
Transforming mortgage application processing with enterprise case management for one of the Netherlands' largest financial services providers.
The Client
Aegon is a multinational life insurance, pensions, and asset management company headquartered in The Hague. In the Netherlands, Aegon is a major player in the mortgage market, processing thousands of applications annually through their banking and insurance divisions. With increasing competition and rising customer expectations, Aegon needed to modernise their mortgage processing infrastructure.
The Challenge
Aegon's mortgage processing operation faced significant bottlenecks:
- Manual document handling causing delays and errors in application processing
- Lack of visibility into case status for both staff and customers
- Complex regulatory requirements (AFM, DNB) demanding comprehensive audit trails
- Siloed systems preventing efficient collaboration between underwriters, advisors, and back-office
Our Solution
Code Garden implemented OpenText Case360 as the central case management platform for mortgage processing:
Case Management Platform
Deployed OpenText Case360 with bespoke case types for different mortgage products, integrating document management and workflow automation.
Document Intelligence
Implemented intelligent document capture and classification, automatically extracting key data from income statements, property valuations, and identity documents.
Workflow Automation
Designed automated workflows for standard mortgage applications, with intelligent routing to specialists for complex cases requiring manual review.
Customer Portal Integration
Built a secure customer portal allowing applicants to track their application status, upload documents, and communicate with their advisor.
Results
Faster application processing
Reduction in manual data entry
Improvement in customer satisfaction
Technologies Used
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