Encompass Support Services for Mortgage Lenders
Why Encompass Support Is Not Optional for Growing Lenders?
- Issues with workflow and system errors that come up unexpectedly, causing project delays for active files.
- There is a skill gap in staff that lacks the depth of experience in the Encompass application to effectively solve configuration issues and perform upgrades without risk.
- Integration issues prevent data from flowing accurately between the Encompass application and third-party applications, causing errors at the worst times.
Our Encompass Support Solutions
System Administration and Maintenance
We manage the day-to-day operation of your Encompass environment including user provisioning and access management, auditing permissions, configuring system settings and performing routine health checks. Our goal is to ensure that your instance (whether hosted or on-premise) is clean, secure and configured correctly.
Issue Resolution and Troubleshooting
We quickly diagnose and resolve bugs, data problems, failed business rules or broken workflows/integrations by working within the Service Level Agreement (SLA) parameters that were agreed upon prior to our work. Each fix we implement will be fully documented to prevent it from happening again.
Software Updates and Version Management
We manage the entire lifecycle, from reviewing and performing regression testing in your environment to identify any potential impacts on your workflow through the deployment process and post-update validation. As a result, your team will never be caught off guard by an update being deployed in production.
Integration Support and Monitoring
We will help you proactively monitor and troubleshoot your API connections to Encompass. This includes credit bureau connections, CRM / Point of Sale, DocuSign, and custom third party data feeds. By monitoring these connections, we can identify any connectivity issues before they occur and cause potential data discrepancies or compliance exposure.
User Training and Onboarding Support
We provide new members of your team with training specific to their role through a variety of formats, including live demonstrations, recorded walkthroughs, and reference materials tailored to your implementation of Encompass. We also offer refresher courses when workflow or functionality changes occur.
Performance Monitoring and Support
We provide you with custom dashboards and scheduled reports which will show you metrics that provide insight into system health, the performance of your loan processing operations, the uptime of your integrations, and the trends in the support tickets. This will help your leaders to identify slow-downs as they happen and make continuous improvements to your business operations.
Your Committed Encompass Support Partner!
What Our Encompass Support Services Deliver?
- Faster issue resolution - Our dedicated service level agreements (SLAs) mean that critical Encompass issues do not get lost in a generic ticketing process. Our team knows the platform inside and out and provides you with expert guidance rather than guesswork. Therefore, the time required to resolve issues using our support will be significantly less than the time it would take to resolve them.
- Reduced compliance risk - The overall configuration of your Encompass system includes the business rules, disclosure and validation processes within your Encompass environment. As new federal and state regulatory requirements are approved, our support team will ensure that the configurations within your Encompass system continue to meet current regulatory requirements.
- Increased system uptime - Our proactive monitoring of your Encompass integrations makes sure we identify potential problems before they evolve into a system outage or an event that prevents you from doing business. Part of our monitoring effort includes evaluating the performance of your integrations with external systems, tracking your integration’s performance, and measuring your system load.
- Lower operational costs - Finding, hiring, training, and retaining an internal Encompass administrator is expensive and challenging in a competitive job market. The managed support model we offer provides a certified expert that you can count on at a predictable cost without any hiring overhead.
- Higher team productivity - When your loan officers and processors are not struggling to figure out how to make the system work, they can process more loan applications. Therefore, our support team reduces the amount of time your team spends troubleshooting and resolving issues. This thereby increases the time your team spends performing their regular jobs.
- Seamless integrations - Your Encompass does not run in a vacuum; it connects with credit bureaus, eClose, POS, and CRMs. We monitor and maintain the health of each connection so that your loan process remains completely intact from beginning to end.
How We Work?
Helping Lenders Maximize Encompass Performance
Dedicated Encompass Support Services
Our Encompass support team works with you to create and maintain a stable, efficient, and high-performance environment for loan origination. We work quickly to help you resolve issues and optimize system performance.
Technical Troubleshooting & Issue Resolution
Our expert support staff will work with you to troubleshoot and resolve any issues you may encounter while using the Encompass System. We focus on login errors, workflow disruptions, underperforming integration, and configuration-related problems.
System Administration & Maintenance
We will help you manage the administration and maintenance of your Encompass system settings, user permissions, business rules, templates, custom forms, and loan workflows. You will receive regular maintenance updates and changes to ensure your system functions properly.
Integration Support & Data Accuracy
We support you with the maintenance of integrations between the Encompass system(s) and third parties such as CRM, Compliance Software, Document systems, and other mortgage technologies. This ensures that there is a consistent and accurate flow of data among your entire environment.
Why Lenders Choose Our Encompass Support Team?
Certified Encompass Consultants
Unlike most IT firms, our support team consists of Encompass-certified consultants who focus solely on mortgage technology. They have comprehensive knowledge of the Encompass platform, including business rules configuration, milestone triggers, SDK integrations, and API architecture, among many others. Every support ticket is handled by a technician who has resolved the same issue for another lender before.
Mortgage Industry Context
To understand the Encompass platform, it is essential that you know how to utilize it effectively. However, it is just as important for a support partner to truly understand how a lender operates. Regulatory pressures, pipeline urgency, compliance risk, and difference in operational workflows vary from lender to lender. By trusting us, you get support from start to finish.
A Dedicated Support Model — Not a Helpdesk Queue
You'll work with a named account manager who is familiar with your organization, your people, and your past experiences. With us, you won't have to start over by explaining your configuration every time you open a case. We offer direct assistance from our team of experts who are already familiar with your system rather than having to wait for a general resource to read through background notes before they can assist you.
Flexible Engagement Options
Your Encompass support needs will be very different based upon your lender size, loan volume and your internal support structure. We offer support engagement options that range from very specific project-based support requests to monthly retainers for ongoing administration and issue resolution. We can even fully manage your Encompass environment as your entire LOS operational team. The option you select will be whatever works for your company.
Common Encompass Support Challenges Lenders Face
No Dedicated Encompass Admin on Staff
Most mid-sized lenders typically employ an IT manager who supports multiple systems, including Encompass. This can create problems when there is an issue with Encompass, such as broken business rules or incorrect milestone triggers. In most of these cases, there is no direct resource available. Because of this, configuration shifts will occur over time.
Keeping Up With Platform Updates
The Encompass platform is constantly evolving due to regular software updates released by ICE Mortgage Technology every month. When there is a release, there is always the possibility that the release will include changes to business rules, forms, integration, workflows, etc. Without an organized process, lenders often find out about breaking changes because of a particular release.
Failing Third-Party Integrations
Encompass connects with numerous external ecosystems, including credit bureaus, eClose providers, CRMs, POS systems, document management tools, and compliance vendors. When vendors update their endpoints or change authentication methods or data schemas, API integrations can fail. In many cases, the user will not be aware of a failure until a loan file is impacted by it.
User Adoption and Training Gaps
Users at all levels typically have difficulty using software such as Encompass due to poor user adoption. A new loan officer may find themselves relying on manual workarounds. Processors may skip regulatory steps or fail to pull the correct report to complete a loan application. All these problems create more operational risk and lower ROI of using Encompass for lenders.
Our Encompass Support Delivery Process
System Assessment
We perform a full audit of your existing Encompass environment. This includes the system configuration, active integrations, user roles and permissions, business rules, and any areas of concern. From there, we will know where to focus our efforts in order to make the greatest immediate impact.
Support Plan Setup
Following the assessment, we will create a support plan specifically developed for your organization. This will include setting up SLA levels, developing escalation processes, defining communications, and defining priority areas. You will have a dedicated Encompass consultant assigned to your organization. Also, you will not have to call a rotating help desk and speak to a new person about your queries.
Onboarding Go-Live
Next, we will move your organization to our support model. This process will include configuring the required monitoring tools, activating your help desk access and creating the reports essential for your organization. In addition, we will give your staff a short orientation on how to contact us and what to expect.
Ongoing Support and Optimization
After your go-live date, we continue monitoring, troubleshooting issues as they happen, updating your platforms and conducting regular performance assessments with your team. Our goal is not just to maintain the status quo but also to proactively identify potential improvements to your Encompass workflows and reduce friction over time.
Encompass Support in Action — Real Outcomes
Technologies We Use to Deliver Encompass Support
- LOS Platforms We Support
- Encompass LOS (ICE Mortgage Technology) — all current versions, including Encompass for Web
- BytePro — macro optimization, integrations, automation
- MeridianLink — integrations, workflow configuration
- LendingQB — origination process support
- Support & Monitoring Tools
- Jira / Atlassian Service Desk — structured ticket management and SLA tracking
- Zapier / workflow automation tools — cross-system automation and alert routing
- DocuSign — eClose integration support
- Custom API tooling — integration monitoring, diagnostics, and data validation
- Compliance alerting systems — proactive regulatory check monitoring
OUR COLLECTION OF INNOVATIVE TOOLS
Our Hand-Crafted Tools, Plugins & Solutions Make Your Encompass® Instance Better
AN ABUNDANCE OF TECHNOLOGICAL DELIGHTS
Discover the transformative power of these incredible tools that fit into your loan-originating system. Built with security and compliance in mind, our Encompass® tools and plugins adhere to industry standards to safeguard sensitive loan data.
Tell Us About Your Encompass Environmen
Your trust is the absolute engine behind our peak performance
Looking For Something Else?
Find answers to common questions about our Encompass Support Services
If there’s anything else you’d like to know about Encompass Support, feel free to reach out.
Mortgage Loan Origination Systems We Serve
