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59 genuinely be revolutionary. It is possible to meet today's challenging relief landscape, but servicing systems and processes in 2021 will need to receive, distribute, and address loss mitigation actions in bulk. Managing complex processes that dictate communication, event management, and decisioning while meeting investor requirements and offering eligibility options to the borrower, is necessary. Servicers must move away from slow-moving, release-cadence platforms of the past that cannot effectively deliver the rapid changes and automation that smaller, nimbler, expertly created technologies can. is means embracing solutions that harness data and rapid decisioning in a Software as a Service (SaaS) framework, which yields the speed, scalability, and flexibility needed to meet current demands from both borrowers and investors. Mortgage servicers will need process automation that supersedes traditional solutions. If 2021 is anything like this past year, a successful default servicing operation that is prepared for what comes next needs intuitive workflow paired with workout decisioning that has the built-in intelligence to meet investor requirements—along with corporate processes and proprietary risk guidelines—instantaneously. By leveraging a robust, nimble, SaaS platform, coupled with subject matter expertise and agile delivery methods, servicers can gain the capacity to manage unlimited levels of change in a flexible and fluid environment. Now layer in access to data, the sophistication of artificial intelligence, and a user-friendly bi-directional workflow portal that provides borrowers with access to 24/7 self-serve capabilities, and you have what servicers need to bring clarity to chaos in the next year. With solutions needed yesterday, servicers require a contemporary application in the next year that can be delivered using rapid implementation methods. is provides servicers with immediate access to full-service, cutting-edge automated workflows that can generate and accelerate real-time relief for borrowers dealing with natural disasters, COVID-19-related health or financial impacts, or all three. e key is to trust industry technology providers that understand loss mitigation's nuances, particularly from the past year, including how to manage cost, resources, delinquency, and the unpredictability of relief administration. With such providers, servicers can readily access smart process automation without disrupting their organizational balance or systems. For the foreseeable future, servicers will be both burdened and challenged in their efforts to keep up with borrower relief. But with new technologies that leverage experience, data, communication, and automation alongside their proprietary intelligence, it's possible to drive results even during natural disasters, pandemic upheaval, and industry volatility that will still be with us in 2021. It's possible to provide a better, faster borrower experience through self-service and access to personalized decisioning driven by relevant data. However, this possibility only exists when servicers implement technology that delivers automated workflow and workout decisioning with real flexibility and agile delivery. Extraordinary times call for extraordinary measures. But by looking deeper now and in the next year, servicing organizations can deliver real-time relief to borrowers—and give themselves a break as well. Jane Mason is the original intellectual architect behind CLARIFIRE®, a workflow application, and is a recognized leader in technology solutions for the financial services and mortgage industries. With many years of experience in financial services and, most importantly, streamlining organizational chaos, Mason started her career in business operations, quickly becoming an entrepreneur and innovator. Mason has received numerous awards and accolades for her service in local business and the national mortgage stage. In 2021, servicers will need to analyze their default servicing strategy, now more than ever, and their approach to business operations must genuinely be revolutionary.