ICE Unveils New Integrated Customer Engagement and Recapture Tools for Encompass

Mortgage originators need to balance speed, scalability, and precision with the personal interactions that build trust and loyalty with borrowers.

Today Intercontinental Exchange announced the expansion of customer acquisition tools within the Encompass digital mortgage lending platform. ICE Customer Acquisition offers powerful and interconnected marketing and sales experience within Encompass designed to help businesses successfully seize market opportunities and build customer loyalty.

The release introduces two mobile applications to enhance engagement – My Home Loans Borrower Mobile App for streamlined access to review, upload and eSign documents, view loan status, use online calculators, and maintain direct contact with one or more lenders; and an Encompass loan officer app for efficiently capturing borrower information during the application and origination process with improved accuracy and workflow efficiency.

“Success in today’s mortgage landscape requires lenders to anticipate opportunities and engage with prospects at the right time and with the right message to prompt action,” said Tim Bowler, President of ICE Mortgage Technology. “With these tools, lenders should be better positioned to identify prospects, respond rapidly to inquiries, and build relationships with borrowers, all to the ultimate benefit of the American homeowner.”

By expanding the integration between existing lead management workflow and the ICE Surefire marketing automation platform, Encompass now provides a more unified sales and customer engagement experience. Lenders can now see all marketing and sales activities in a unified view, letting loan officers quickly engage with prospective borrowers without leaving their system of record. Coupled with Encompass Consumer Connect, users can attract, capture, convert and nurture borrowers directly within the same platform they’re already using to originate loans. In addition to creating a superior borrower experience, creating a single source of data eliminates the need for users to support multiple integrations.

The recently released 2024 ICE Borrower Insights consumer survey suggests timing is crucial; the first lender to engage a motivated borrower is most likely to capture or retain that business. Survey results also showed that 43% of borrowers believe personalized communication is extremely important when working with a mortgage lender. With its newly expanded loan officer capabilities, Encompass accelerates lenders’ ability to connect with prospects. With campaign engagement data from Surefire flowing seamlessly into the sales workflow, mortgage lenders can be notified the moment a borrower engages and use automation to prioritize and distribute leads to the appropriate LOs, and automatically surface leads from their customer database based on a borrower’s propensity to buy.

Safe Harbor Statement under the Private Securities Litigation Reform Act of 1995 – Statements in this press release regarding ICE's business that are not historical facts are "forward-looking statements" that involve risks and uncertainties. For a discussion of additional risks and uncertainties, which could cause actual results to differ from those contained in the forward-looking statements, see ICE's Securities and Exchange Commission (SEC) filings, including, but not limited to, the risk factors in ICE's Annual Report on Form 10-K for the year ended December 31, 2024, as filed with the SEC on February 6, 2025.