Financial ServicesSalesforceEnterprise IntegrationAutomationData & Analytics

Unified Salesforce Transformation for Lending and Mortgage

Loan decisions under 5 seconds, 3X more applications, and 479% more real-estate leads

Client

U.S. Retail Banking & Financial Services Institution

Region

North America

Key Outcomes

Loan decisions reduced from 1-2 business days to under 5 seconds479% increase in real-estate leads$7.6M in accepted auto loans from one preapproval campaign

Business Challenge

A U.S. financial institution was serving consumer-banking, auto-lending, and mortgage customers through disconnected systems and manual handoffs. Customer data was fragmented across service, marketing, core banking, loan origination, and rate platforms, which limited personalization and made lead routing difficult to govern. Mortgage teams lacked a connected path between Salesforce, Encompass, and Optimal Blue, while consumer-loan decisions could take one to two business days. The organization also needed a repeatable way to run targeted preapproval campaigns without relying on expensive direct mail or asking employees to reconcile results across systems.

Solution Overview

DIATOZ connected the customer and lending journey around Salesforce. Sales, Service, and Marketing Cloud established a shared engagement layer for customer profiles, segmentation, lead capture, service history, and campaign orchestration. MuleSoft exposed governed connections to Symitar core banking, Equifax, Encompass loan origination, and Optimal Blue pricing so teams could exchange application, eligibility, rate, and status data without point-to-point dependencies. For consumer lending, the decision workflow evaluates applicant and bureau data, calculates loan-to-value and debt-to-income thresholds, and returns the maximum approved amount in seconds. Mortgage integrations synchronize applications and live pricing, while digital preapproval campaigns route responses into Salesforce for timely follow-up and measurable conversion.

Architecture & Engineering

Salesforce Sales and Service Cloud consolidate customer profiles, lead ownership, interactions, appointments, and lending follow-up in one operating view

Marketing Cloud segments eligible audiences and orchestrates personalized email, social, and preapproval journeys with campaign responses returned to Salesforce

MuleSoft provides reusable, governed APIs between Salesforce, Symitar core banking, Equifax, Encompass, and Optimal Blue

The consumer-lending decision workflow retrieves account and credit data, applies loan-to-value and debt-to-income rules, and returns an approved amount in under five seconds

The mortgage flow synchronizes borrower and application data with Encompass and obtains current product and pricing information from Optimal Blue

Web-to-Lead, Facebook Lead Ads, and computer-telephony integration bring digital and assisted-service interactions into consistent routing and reporting

Technology Stack

Salesforce Sales CloudSalesforce Service CloudSalesforce Marketing CloudMuleSoft Anypoint PlatformEncompass LOSOptimal BlueSymitarEquifaxWeb-to-LeadFacebook Lead AdsCTI

Business Impact

Reduced consumer-loan decisioning from one to two business days to under five seconds

Tripled loan applications and increased auto-loan applications by 30% after the Symitar and MuleSoft integration

Increased real-estate leads by 479% and real-estate applications by 209%

Generated $7.6M in accepted auto loans in under four weeks through a digital preapproval campaign

Raised digital engagement by 18%, social lead generation by 1.5X, and average email open rates to 40% against a 19.5% industry benchmark

Saved $85K by reducing reliance on direct-mail campaigns

Why DIATOZ

DIATOZ brought Salesforce, MuleSoft, lending-domain workflows, and campaign engineering together as one program, connecting customer engagement to the core systems that price, originate, approve, and service financial products.