Finance of America sought to improve the user experience, so it transformed operations with the Now Platform—automating manual processes, and building agent and broker apps.
Helping people realize their financial dreams
Headquartered in Pennsylvania, Finance of America offers a diverse portfolio of home loans and mortgage solutions to help hundreds of thousands of customers achieve their financial dreams.
In recent years, the company has undergone approximately 15 acquisitions and currently has around 6,000 employees.
Simplifying complex processes
The company first implemented ServiceNow IT Service Management (ITSM) in 2016, but to encourage users to use the platform instead of reverting to email, it needed to rethink the user experience. “To raise a ticket, we ended up with categories and subcategories, and when that wasn’t robust enough we added an ‘ad hoc’ bucket for everything else,” reveals Meghan Sander, Technical Business Analyst at Finance of America. This approach meant there was no way of tracking tickets, no visibility over progress, and no way of telling if an email had even been received.
Taking a platform approach with ServiceNow
To break down silos across functions, Finance of America decided to take a platform approach to ServiceNow. Meghan headed up a team dedicated to supporting shared services and reducing time-consuming manual processes across the organization. Today, the team uses ServiceNow Strategic Portfolio Management to handle project, portfolio, and resource management across the entire technology landscape. As new services flow into ServiceNow IT Operations Management, event management helps to reduce repair issues by filtering out thousands of noise events as the team delivers a world-class customer experience with ServiceNow IT Service Management across both incidents and requests.