Juggling compliance regulations, navigating market volatility, and exceeding borrower expectations—mortgage lenders already have enough on their plates and do not need a complex tech rollout slowing them down.

Here at Polly, we get it.

As pioneer of the industry's first cloud-native, commercially scalable product and pricing engine (PPE), Polly continues to push the boundaries of tech innovation and the market response has surpassed even our own expectations. As a result of sensational growth, and to accommodate this rapid surge in demand, our team has allocated significant time and resources into restructuring Polly's implementation and onboarding framework to ensure our customer partners continue to receive the same high-touch, hassle-free experience that Polly is known for.

To that end, we expanded our team of mortgage experts, establishing dedicated functions within our org that are solely focused on delivering seamless implementations and providing exceptional, white-glove customer service. We take immense pride in our ability to deliver a swift and highly efficient experience so our lender customers can focus on what matters most to them: Scaling their mortgage operations while capitalizing on the unmatched value that Polly's capital markets and first-of-its-kind AI platform have to offer.

Eight ways Polly elevates the implementation and onboarding experience

        1. We deliver 100% transparency.

We are not here to simply introduce you to the next generation of mortgage tech; our aim is to ensure that Polly is right for you. We understand that every company is unique, so before diving into the implementation process, we start with an open and transparent conversation. 

What does this involve? 

Polly's professional services team will lead a thorough discussion and deep dive into your unique business processes, needs, and aspirations to truly understand what your bespoke configuration would look like. This will not be the first introduction to our professional services team. We introduce and engage this group during the sales process because again, we are an open book!

Our team will ask key questions, including:  

• Where can we integrate Polly to support your operational processes?
• What can we do to make sure we are building a PPE instance that is closely aligned with your unique needs and strategic objectives?

"As part of Polly's personalized implementation process, we conduct a thorough GAP analysis and change management process with each and every customer partner," explained Adam Nicholson, Professional Services Manager at Polly. "We take the time to peel back every layer and identify any potential roadblocks head-on. We dive into existing workflows, systems, and pain points, and use this detail to map out a comprehensive action plan that combines our customers' vision with Polly's expertise."

As part of the scoping process, Polly's team will also help our customer partners determine the optimal implementation range, taking internal resources, key deadlines, and any other relevant factors into account. Polly is your trusted partner; we will accommodate whatever level of engagement and lift you need during the configuration process.

        2. No question is asked twice. 

Our team values your time and we understand that repetitive processes are not only inefficient, but frustrating. To make sure every client interaction is productive and insightful, we have thoughtfully structured our customer management operations and quality assurance processes to track every question, concern, and request so you never have to repeat yourself. 

Open communication is paramount, and we achieve this through regular bi-directional syncs.

"Implementation and onboarding should not be a stressful experience," Nicholson adds. "Our full team collaborates internally before we even begin the implementation process. Sales is engaged with the professional services team, which is engaged with the client success team. We have worked hard to dial in and perfect our internal communications so there is a seamless transition from sale to success. There are zero instances where the team you are actively engaged with is not fully aware of the nuances of your system and how to best support you."

When you work with Polly, you are truly working with all of Polly. We are always on, aware, and informed of updates and nuances, so your implementation stays on track. No gaps, no unnecessary hurdles, no surprises.

        3. You're fully equipped to become a Polly super user.

It's not lost on us that change is hard, and switching between technology providers is a big commitment—especially when a PPE platform is mission-critical to lender success.

At Polly, we are committed to making the transition as user-friendly as possible. 

"We follow a 7-step approach to implementation, customized to each of our customer partners," said Jackie Studdert, EVP of Transformation at Polly and 2024 HousingWire Woman of Influence. "Along with our deployment, we provide standardized training modules that all customers are asked to complete before going live. This is purposely designed to ensure they are 100% comfortable with the platform before activation."

With a mindful eye on training and documentation, Polly will transform you into a super user so you can configure with confidence and tailor the PPE to any unique or evolving margin, product, and competitive strategies.

        4. We sweat the details, so you don't have to.

"To ensure your implementation goes flawlessly, we dive into the minute details of your loan origination and pricing strategies, identifying integration points and employing a two-step validation process," Nicholson explains. "This involves validating every system parameter while we configure your setup, allowing us to flag and address any discrepancies before end-to-end testing begins. We also provide you with a comprehensive testing grid highlighting the key areas that require validation, such as Loan Origination Product Advisor (LOPA) rules, margin calculations, overlays, and more, so you maintain complete control." 

Additionally, Polly conducts rigorous regression testing to guarantee that actions only trigger when they should, preventing any unintended disruptions to your workflow. We know that precision is critical. With Polly, you can rest assured knowing we will cover all the bases, guiding you through the entire cycle and working hand-in-hand with your team to ensure the outcome meets your exact expectations.

        5. You gain expert-quality guidance. 

With Polly, you tap into a wealth of experience. Having been in your shoes and faced your challenges as seasoned mortgage capital markets professionals, our implementation and onboarding specialists bring a deep level of expertise to every implementation. They understand the intricacies of your business, allowing them to provide insightful guidance and offer valuable, tailored advice. 

"We believe extensive experience in the field is absolutely necessary to deliver the best quality of service for our clients. That's why we exclusively hire best-of-breed mortgage veterans with a demonstrated ability to provide the highest level of customer support and guidance. In fact, our teams have an average tenure of approximately 12 years in PPE secondary and capital markets," Nicholson adds.

        6. We're flexible to your needs.

Every business operates differently, and it's become increasingly clear that a "one-size-fits-all" approach rarely ticks all the boxes to streamline workflows, drive bottom-line revenue, and optimize business growth. Polly's purpose-built PPE is designed with flexibility at its core, empowering you to define the way you do business—not the other way around. 

Moreover, our implementation process is adaptable and responsive to your specific needs.

"Polly's PPE is renowned for its agility and adaptability, and we want our implementation and onboarding experience to reflect just that," says Studdert. "Whether you prefer a rapid, full-scale launch or a more measured, incremental approach, when it comes to implementation, Polly works with you to facilitate your needs and go at your pace. From there, we establish a sufficient timeline to deliver a successful implementation."

        7. We are dedicated to empowering your success.

Your success is our success. We truly believe the key to achieving this lies in a strong, collaborative relationship. That's why Polly is hyper-focused on best practices and building a true, ongoing partnership with you, so you can realize the full ROI and power of Polly's platform and ultimately, drive maximum value for your business. With unparalleled support and expertise from day one, we strive to exceed your expectations at every touchpoint, actively identifying and addressing the friction points you experienced with previous legacy vendors and ensuring your needs are not only anticipated, but exceeded throughout your journey with Polly. 

"We never forget why you chose us, and that trust guides everything we do," Nicholson affirms. "Your reason for collaborating with us serves as our north star to uphold the highest standards of integrity and transparency, solving your previous struggles and providing peace of mind knowing you're in good hands."

        8. You are never alone.

We're not the type to make an 'Irish goodbye' once the initial setup has been successfully implemented. Even after your platform rollout, our teams remain by your side. Need a refresher on a specific configuration or want to discuss a new strategy? No problem. Our onboarding experts are always ready to provide some additional context and color. We are wholeheartedly committed to your long-term success and will remain a valuable resource, so you can continue taking your business to the next level. 

A team effort every step of the way

At Polly, we're perfectionists. We dot every 'i' and cross every 't' to ensure the implementation and onboarding process is seamless, efficient, and tailored to your specific needs. We believe a smooth onboarding experience sets the stage for a successful partnership.

While some onboarding processes in the lending space can feel overwhelming or confusing, Polly goes the extra mile to ensure you are never left in the dark.

Above all, we prioritize open communication, clear expectations, and proactive collaboration throughout your Polly journey. Transparency is a driving force behind everything we do in our operations, addressing any questions you may have and ensuring you have full visibility into the process so you have complete confidence in our partnership.

Why not start a conversation with Polly's expert team today? Let's talk about innovation with intention, streamlining mortgage operations, and true partnership.