Mortgage lender transforms data culture for client-focused solutions

Client background

The company is an integrated financial services firm, focused on mortgage lending and headquartered in the southern U.S. With a comprehensive suite of services, the company caters to homeowners, investors and clients nationwide. They are committed to delivering data-informed solutions that help service customers with speed and precision. By focusing on advanced analytics rather than simple reporting, the firm’s data solutions enhance accuracy and value across all business areas and decision-making processes.

The business challenge

The company faced significant challenges stemming from outdated data preparation methodologies. Team members across the organization relied heavily on spreadsheets and manual processes to manage and organize data, which led to inefficiencies and misalignment between business and data teams. This fragmented approach created obstacles in accessing accurate, actionable insights and hindered collaboration. 

Furthermore, industry trends emphasized the importance of self-service analytics and low-code solutions that could enable teams to take direct actions to benefit clients. The firm recognized the need for an update to their data culture — to streamline internal processes and drive value for their customers. With a broad range of team types and a history of leveraging non-standardized approaches to data preparation and analysis, the company sought to modernize its strategy toward improved data utilization.

Strategy and solution

Baker Tilly collaborated closely with the company to address these challenges through a series of targeted assessment and training initiatives designed to foster a more nimble, data-driven culture. The strategy included: 

• Initial assessment: Baker Tilly performed an initial assessment with each business unit to understand their use cases and current level of proficiency in working with enterprise data assets. 
• Customized training programs: Baker Tilly created a tailored training program focused on Power BI self-service analytics based on the enterprise data model.  The program was delivered to four training cohorts using a 'see-do-teach' approach. Each week, participants viewed professional demonstrations, participated in hands-on practice, and concluded with peer-led teaching sessions designed to reinforce learning through repetition. 
• Practical application: Each participant developed Power BI reporting content specific to their role, ensuring they gained technical skills and created tangible tools useful for daily customer-focused analysis and decision-making. Participants also identified areas where expanding the enterprise data model would add value to the self-service environment. 
• Ongoing coaching: Weekly coaching sessions allowed team members to navigate real-world challenges by drawing on the expertise of Baker Tilly professionals while also collaborating with their own team, ensuring steady progress and personalized problem-solving. 
• Improved communication: The training fostered collaboration between business and IT teams, enabling the development of improved, centralized data assets that increased alignment and efficiency. 

As a result of these strategies, the following outcomes were achieved: 

• Focus on analytics: This method allowed team members to focus on key activities and information within their business area and driving action to support their clients.  
• Increased efficiency: The organization reduced time spent on manual data tasks, enabling teammates to focus on improving the client experience. 
• Enhanced collaboration: Streamlined communication channels between business and IT teams led to a significant acceleration in project delivery timelines. 
• Scalable solutions: Team members now have the skills to develop and maintain low-code, self-service reporting, reducing dependency on IT resources. 

With the foundational training complete, the client is poised to continue advancing its data culture, leveraging these new capabilities to drive innovative, customer-centric solutions. Baker Tilly remains a trusted resource, ready to support the client’s ongoing journey toward operational excellence.