COMMERCIAL REAL-ESTATE FINANCE

Bringing loan servicing back into the system for a commercial real-estate lender

Much of the servicing journey ran outside any system: in email, spreadsheets and mainframe screens. Wexa designed one automation layer that monitors mailboxes, tracks every step on a timeline and automates boarding, escrow, investor reporting and payoff.

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servicing processes in scope
system types connected: CRM, mainframe DBs, spreadsheets, email
timeline for every loan

CLIENT: Large US commercial real-estate lender and loan servicer
REGION: US
WHEN: 2025–2026
ENGAGEMENT: Solution design
WEXA COMPONENTS: Connectors (CRM, mainframe, spreadsheets, email) · email orchestration · process flows · context graph

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The challenge

"The whole journey of that unit right now is outside the system."
Email as the process bottleneck
Manual aggregation across CRM, spreadsheets, email and mainframe databases

What Wexa built

Mailbox monitoring, email parsing, auto-replies, approval tracking and SLA escalation
Timestamped step-level timeline per loan, including dead-deal tracking
Loan boarding, payment exceptions, escrow (tax sites and insurance documents), investor reporting, payoff letters, assumption coordination
Phased rollout with a no-code studio for the operations team

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How it runs on Wexa

FigureHow this use case runs on Wexa: client systems connected, ontology discovered, context graph in the Wexa memory layer, agents and process flows, and governance. Highlighted components are central to this use case.

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Solution architecture

FigureLoan-servicing automation architecture (redrawn from the project design).

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Orchestration layer

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Results

Measure	Before / without Wexa	With Wexa
Servicing operations staff	120 staff	75 staff
Annual cost of the process	$10.2M	$6.4M
Time to implement the AI solution	9 months	16 weeks
AI build cost (one-time)	$1.2M	$177K
AI operating cost per year (models, infrastructure, upkeep, platform)	$704K	$336K
Total AI cost in year 1	$1.9M	$513K