UNO powers entire business with autologic.
Summary
UNO Home Loans is building the next generation of mortgage broking business in Australia and have built award winning technology to help them support UNO brokers and in turn their customers. autologic, which was originally developed by the team at UNO, powers every aspect of the customer, broker and support journey and has freed up their product, design and engineering people to focus on building world class experiences
About the Customer
UNO Home Loans is Australia’s #1 Online Mortgage Broker. The only mortgage broking business to have won a Good Design Award, they focus on delivering unparalleled customer service via a national network of brokers, powered by technology they developed in-house and supported with a managed back office. They maintain an NPS consistently over 60 and are attracting the next generation of mortgage brokers to partner with them to build their broker business
Customer Problem
UNO Home Loans, as a mortgage broker needs to solve numerous complex problems simultaneously. They have to maintain data on lenders products, policy, pricing and calculations across 20+ lenders. They have to build intuitive & innovative digital customer experiences on top of these ever changing data and integrate it into best in class tools for UNO Brokers and the support team that sits behind them. Like most companies, engineering time is at an absolute premium but critically the lender data changes and evolves so quickly that trying to maintain it in code would be near impossible. Additionally to this challenge is the underlying lender data and industry calculations are not easily understood and require 6+ months for people to properly understand
Customer Solution
autologic is the technology solution that UNO built to solve the challenges it had. It solved the fundamental problem that companies like UNO have which is the people who know the logic can’t code the logic.
autologic enables UNO to maintain the richest set of lender and industry data in Australia with around 1 full time, non-technical resource across 22 lenders
This includes
- Pricing, Features & fees
- Underwriting Policing
- Borrowing power calculations
- Mortgage insurance premium calculations
- Government and Property calculations like purchase duties or income tax
- Documentation requirements
- Compliance questions
UNO Home Loans used autologic to maintain core lender data, lender and government calculators, checklists and pertinent questions related to getting a home loan without the need for code.
”The lending industry is fast-paced, and things are constantly changing. Rates, rules, calculators, you name it! To support our brokers in delivering the customer experience they do, we need to ensure the information on our platform is up-to-date. autologic has empowered us to do this without the need to change the code, which comes with many risks. We don't need to write a document and then take it to an engineer to develop. We don't have to keep returning to the engineer every time something changes. Instead, we can make the changes ourselves when we need to, which is faster, simpler and much less risky” . Janu Dhayanathan, Senior Analyst UNO Home Loans
Not only does it power the day to day, UNO also used autologic to create loanScore, an innovation that saw them win a Good Design Award in 2020. Using autologic, they built loanScore from idea to fully live within a matter of months with only three people (a product manager, a designer and an engineer)
Customer Results
loanScore helped the company reduce top of the funnel cost to acquire by around 70% and helped it secure a major partnership with Velocity, the rewards program of Virgin Australia Airlines
Since 2021 the ease with which autologic enabled the maintaining of rich lender data meant UNO could focus its employees on improving operations that saw a lift in NPS from below 0 in early 2021 to above 60 by early 2022 and move the company to both growth and profitability without additional funding or growth in headcount.
Finally, autologic, allowed UNO to focus it’s engineering resources on building a new lending capability (also powered by autologic) due for release in late 2022
Conclusion
UNO Home Loans, Australia’s #1 Online Mortgage Broker, relies on autologic to free its people (both engineering and operational) from the massive overhead of building, maintaining and extending the complex logic that is needed to operate. It lets them focus on building award winning customer experiences, industry leading customer satisfaction and supporting the next generation of mortgage brokers.
