Technology issues are inevitable, especially in the world of enterprise software. But recurring issues? Those are a sign of something deeper. And they’re absolutely preventable.
At Mortgage Cadence, we believe that solving a problem once isn’t enough. True support means solving it permanently, at the root, before it can interrupt workflows, frustrate users, or undermine trust.
That’s why we’ve built a proactive support model led by Lakshmi Jamithireddy, our Head of Application Support and a Business Architect Senior Manager. Under her leadership, our support team conducts monthly “deep dive” reviews designed to uncover patterns, eliminate root causes, and continuously strengthen platform performance.
“We see support not just as a service, but as a strategic function, one that actively contributes to platform resilience and client success,” Lakshmi says. “The deep dive process plays a key role in that mission.”
Beyond the Quick Fix: Why Root Cause Matters
In a high-pressure industry like mortgage lending, small technology disruptions can create ripple effects. That’s why Lakshmi’s team approaches every issue with rigor: not just identifying what happened but understanding why it happened and how to prevent it moving forward.
“Mistakes can happen once or twice,” she says. “But a third time? That’s a blunder and one we work hard to avoid.”
Each monthly review begins with data: client incidents, platform metrics, configuration changes, and release cycle trends. Lakshmi’s team examines cross-client patterns to surface risks that may not be immediately visible.
Are tickets spiking after a particular release? Are certain configurations driving recurring errors? These questions fuel the investigation and the answers drive action.
From Insight to Impact
What makes this process so effective is that it doesn’t stop at analysis. Every insight is connected to a tangible outcome—whether that’s:
- Updating internal documentation
- Refining client-facing knowledge base articles
- Adjusting monitoring thresholds
- Enhancing release playbooks
- Sharing learnings with engineering and product teams
This cross-functional collaboration ensures feedback loops stay tight and improvements happen fast. And the result? Stronger platform performance, fewer recurring issues, and more confident users.
Making Every Incident Count
The deep dive sessions are more than a meeting - they’re a learning lab. With contributors across disciplines and global regions, each review brings fresh perspectives and uncovers new opportunities for platform and process improvement.
In some cases, findings have led to smarter user workflows or product enhancements. In others, the team has introduced new self-service tools and preemptive alerts, helping clients spot and avoid issues before they escalate.
“We treat every issue as a data point, and every data point as an opportunity to learn,” Lakshmi says.
Why Proactive Support is a Business Advantage
When you prevent problems before they reach the user, you reduce support volume, increase uptime, and protect the most valuable resource of all: your clients’ time and trust.
For lenders, that translates to less downtime, faster closings, and fewer surprises. It means they can focus on helping borrowers, not troubleshooting technology.
At Mortgage Cadence, this mindset is core to our culture. Support isn’t a department, it’s a commitment. And our deep dive reviews are one of the most powerful tools we use to deliver on it.
Ready to See the Difference?
If you're looking for a partner who treats support as a strategic advantage, let's talk. Learn how our MCP Enterprise and MCP Essentials platforms backed by industry-leading support can help your business grow without disruption.
By Lakshmi Jamithireddy, Head of Application Support at Mortgage Cadence
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Media Contacts
Mortgage Cadence:
Alison Flaig
Head of Marketing
(919) 906-9738
