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Deepening Our Digital Transformation

Client Partners Deepening Our Digital Transformation



Deepening Our Digital Transformation
By Josh Reicher, Chief Digital Officer

In late 2018, Chief Operating Officer Rob Lux and I had a conversation regarding various tech initiatives going on within the organization. Somehow we needed to tie all these ideas together into an overarching strategy. The result was a bold vision for a digital future at Cenlar.

Three years later, we are continuing to execute on our long-term digital strategy. We’ve developed conversational artificial intelligence (chat bot) and an improved live chat experience. We’ve added dynamic, personalized video and APIs for both our clients and our applications. As far as digital goes, we are highly competitive in the market and now ready to take things to the next level. Here are just a few technological advances we’re planning to deliver in 2022.

Automation Factory (AF)

AF is intended to transform manual tasks throughout Cenlar, as automation is critical to creating agility and driving further benefits to our clients. In 2021, we began our automation journey beginning with Robotic Process Automation (RPA), which was highly successful. While RPA provides many opportunities, in some case we found we just needed to provide our agents and operators better tools in order to help them manage their workflow.

In 2022, we will look to AF to maintain our momentum toward long-term business innovation and transformation. We believe AF will provide better results for our clients and their homeowners by decreasing our risk and increasing our operating effectiveness. Employee satisfaction will increase, too, as they begin to work on things that interest and engage them, rather than perform manual or repetitive tasks.

Cloud 2.0

Cenlar’s cloud-based strategy ensures business continuity, enables remote access and provides scale capacity. In 2021, we completed a significant portion of our infrastructure migration, and delivered new technology like SD-WAN (software defined wide area network), a modern infrastructure technology that enhances our ability to better serve homeowners and clients during peak usage times. It also improves resiliency and offers quick recovery after disasters and times of crises. Improvements like these are creating greater efficiency, enhanced redundancy, improved scalability and even stronger security.

In 2022, we plan to take greater advantage of Azure’s platform-as-a-service (PaaS) capabilities, such as improved single-sign on (SSO) capabilities for our clients and their customers, and Microsoft 365, Microsoft Teams and other productivity tools for our employees. When we talk about Cloud 2.0, that’s really what we’re talking about — fully taking advantage of our new infrastructure to deliver additional capabilities to our clients, their customers and our employees.

Growing and Innovating in Established Areas

We also are committed to expanding the many digital services we have in place. We will continue to grow and build on things like our CenNet homeowner website, the Cenlar mobile app, APIs, Virtual Agent Chat Bot and the CenAccess client website. Our motto for 2022 is simple: Continue to innovate. Continue to grow. Continue to invest in technology.

Josh Reicher joined Cenlar in 2016 and currently serves as Chief Digital Officer. He manages both Digital Services and Borrower Operations technology teams, enabling Cenlar’s clients and customers, both external and internal. With nearly 20 years in the financial services industry and almost 25 years in technology overall, Josh has served in various IT leadership positions at Morgan Stanley, Bank of America and other organizations. Josh holds an MBA from the University of Southern California.

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