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75 with borrowers in real time, increasing both the efficiency of the process as well as the borrower's satisfaction. Web applications provide immediate access to mortgage information and statements, reducing routine phone calls from borrowers, and saving staff time. Servicers can use that extra time to provide personalized service to borrowers—such as those requesting forbearance due to the COVID-19 pandemic— who need or prefer to communicate by phone or in person. According to the J.D. Power survey, only about 60% of borrowers access information via their mortgage servicer's website and 31% via mobile. Despite relatively low usage of digital channels, overall customer satisfaction is highest among borrowers who use them. Environmentally conscious borrowers, particularly the millennials and Gen Z, want to be able to opt out of paper statements and receive documents electronically. Web applications provide 24/7, paperless access to loan information and allow multiple options for online payments. By providing convenient, online payment options, servicers can encourage borrowers to make their mortgage payments on time or even early. Web applications allow borrowers to store digital versions of their mortgage documents, so they won't misplace paper copies and call the servicer requesting a historical statement. Web applications allow servicers to send automated email messages to borrowers, encouraging them to view their statements and notices online. Servicers can also send personalized messages to borrowers to read once they log in to the web application. ese messages are a great way to update borrowers regarding their forbearance request and repayment terms. APIs and web applications streamline mortgage servicing operations, saving time, and money and benefitting borrowers and servicers. Convenient, 24/7 access to mortgage information and online payment options are essential to satisfy today's borrowers. By using APIs and web applications in conjunction with mortgage servicing software, servicers can improve borrower satisfaction by communicating and sharing information quickly and accurately. Susan Graham is President and COO of FICS (Financial Industry Computer Systems, Inc.), a mortgage software company specializing in flexible, cost-effective, in-house mortgage loan origination, residential mortgage servicing and commercial mortgage servicing software for mortgage lenders, housing agencies, banks and credit unions. FICS' software solutions provide customers the flexibility to choose an in-house or cloud hosting solution. e company also provides innovative document management, API and web-based capabilities in its full suite of products. Visit www.fics.com for more information about our exceptional mortgage software solutions. Borrowers selected their lender and desire to continue doing business with that lender, not an unselected third party.