ABSTRACT
The mortgage request handling process is used as an example of a predictable case management solution with a high level of customer/stakeholder interaction. This process is dominated by interactions between the customer, the mortgage provider, and other verification related stakeholders. These interactions are required to judge the customer situation, estimate the value of the property
the customer likes to buy, evaluate what product options and variations are available, and check what is affordable for the customer. Even though the mortgage product itself can be complex, the process towards an agreement on a mortgage loan follows a sequential and predictable path containing sales, origination, and fulfillment. The mortgage provider starts a series of internal and external investigations in order to check the identity, solvability, and trust ability of the customer and the value of the property. After discussions with the customer are ended and the customer investigations turn out to be positive, a contract can be created and passed by the notary. After signing the contract, the funds can be made available.
