Customer Success Story

First Home Mortgage achieves an outstanding borrower conversion rate with Encompass Consumer Connect



Staying in front of borrowers is key

First Home Mortgage discovered that the key to increasing borrower conversion rates was to remove all roadblocks at the initial application stage and solve problems before they arise. By customizing applications based on service area, and even for individual loan officers, they were able to confidently direct borrowers to the Encompass Consumer Connect® portal knowing they’ll get all the correct information they need right from the start.

Having applicants upload complete documentation at the beginning is crucial for loan officers to quickly identify and deal with potential issues early in the process. With Consumer Connect, customers can also instantly engage with their loan officer, check the status of their loan, and upload and eSign documents securely. First Home now delivers a smoother borrower experience and has achieved an outstanding application-to-closed-loan conversion rate.

2023 ICE Innovation Award Winner

When First Home Mortgage won the 2023 ICE Innovation Award for Borrower Conversion – Best Application-to-Closed Loan Conversion Process, they were boasting the highest conversion rate for applications started among all Encompass Consumer Connect customers. As early adopters of Consumer Connect, First Home found unique ways to integrate the technology into their workflow and use it to simplify the lending process for both borrowers and their team.

See all ICE innovation award winners

The challenge

As digital lending technology rapidly expanded in the mortgage industry, First Home knew they needed a borrower friendly online portal that was easy to manage, intuitive for loan officers, and cost effective.

The solution

With Consumer Connect, borrowers have a place to easily upload documents and find information throughout the lending process. They can complete the entire application process online, with very little assistance.

"Our customer feedback after we implemented Consumer Connect has been almost 100 percent positive. The borrowers find it easier to use, uploading documents is much easier, and you can complete many tasks on your phone. And being mobile makes it all much better."

Eric McCall
Vice President of Operations, First Home Mortgage

Benefits and results

Consumer Connect unlocks conversion potential

First home Mortgage customers love Consumer Connect because it's very easy to use, provides full transparency, and eliminates mistakes.


Upload documents right into the borrower portal


The approval process by collecting documents upfront


Borrowers from application to closing in a timely manner


Uptick in online borrower applications

Ready to get started? Get in touch.

See more customer success stories

Thousands of customers use ICE Mortgage Technology to drive business and improve efficiency through cutting-edge digitization. Learn how they leverage innovative technology to provide a high-touch, world-class customer experience.

See all stories

Mr. Cooper works backwards from the customer to create a delightful experience

Automating the mortgage lending process provides borrowers with a highly interactive digital mortgage experience.

Googain, Inc. continues to grow as a top mortgage lender by adopting eClose

Automation and eClose technology are providing a frictionless experience for both borrowers and lending staff.


Learn more about how ICE Mortgage Technology is changing the industry and stay up-to-date with the latest tools and information.

See all resources

Learn more about Encompass Consumer Connect

Find out what borrowers want in the 2023 Borrower Insights Survey

Navigating the future of borrower engagement