Encompass Clean-Core Rebuild & Workflow Re-Documentation · Chattel & Manufactured Housing Lender (BE11119364)
Prospect demo for Triad Financial Services: current state (a 20-year-old Encompass instance where 39 documented workflows run on email inboxes, spreadsheets and tribal knowledge — nested documentation nobody can follow, compliance alerts dark, fee tables empty, 74 personas, and an SDK retirement deadline) vs. future state (a clean-core rebuild inside the existing instance: security and compliance remediated first, fee tables and personas rebuilt to standard, SDK plugins migrated with margin, and all 39 workflows re-documented as single-source role-owned procedures deployed through WorkflowCoach — the capacity path from a 9.4-hour median decision time to the 30-minute approval North Star).
~10 Workflows Literally Trigger on an Email Arriving
Emails arrive in personal inboxes; work is dispatched from memory and spreadsheets
Process Logic Lives Outside Encompass
Logic lives in HubSpot tickets, R-drive spreadsheets, SnapDocs and filing cabinets — the instance is a data repository, not an automation engine
39 Documented Workflows Nobody Can Follow From One Page
One procedure points to a job aid that points to a third document; teams improvise and leadership receives a false impression of control
42 of 82 System Alerts Disabled, Including ATR/QM
Compliance is enforced by diligent people remembering — not by the system
SMTP Never Configured While Rules Send Email
106 business rules try to send email with no server configured; personal addresses hardcoded as BCC
Fee Tables Empty — 0 of 27 Template Sets Linked
MI, Special Feature Codes, transfer tax and title tables unconfigured; every fee hand-picked on every loan
3,450 Print Files, 77% Unregistered, Auto-Selection Unconfigured
Wrong-template loans get closed out and re-entered; stacking done by hand
74 Personas — 2.5x the Platform Maximum
Access cannot be reasoned about; a web persona carries 44% of all permissions
SDK Retirement Clock Running
21 plugin input forms face ICE SDK retirement Jan 1, 2027; 3 load from personal developer machines
Shared Responsibility = Re-Verification Loops
Closers re-check entire files, funders re-check closers, UWs correct application data — ownership undefined, verification spreads
Dormant Channel Access Never Unwound
662 wholesale companies never submitted a loan yet keep active logins; 70% of external users never logged in
The Machine Closes Loans Anyway
Resilient people, not resilient settings — the machine runs on tribal knowledge
Stay & Update — Clean-Core Rebuild In Place
Clean up the existing instance; integrations untouched; the documented workflow defines what stays
Security & Compliance First
ePass encrypted and rotated, admin lockout on, SMTP + governed templates — the system enforces compliance, not memory
Fee Engine Built — Mavent 100% Mapped
MI, Special Feature Codes, transfer tax and title tables built and linked; fees selected by the system, not by hand
74 Personas → Tiered Role Families
Milestone lockdown re-enabled; only the right people touch each file at each stage — re-verification loops unwound
Conditions Framework + Real SLA Targets
Automated conditions framework reactivated; queues measured against real targets instead of remembered
SDK Rebuilt + Field Telemetry Live
21 forms rebuilt to controlled Release builds before Jan 1, 2027; field-change telemetry makes data ownership measurable
39 Workflows Re-Documented, Role-Owned
Single-source, role-based procedures with one named owner per step — in every user's hands through WorkflowCoach, not on a shelf
The Documented Path Is the Enforced Path
Configuration makes the documented path the only easy path — the Command Center pattern applied across the pipeline
Retirement Sweep — Config Maps 1:1 to Workflows
Unused rules, dormant personas and orphaned forms deleted — nothing in the environment without a documented purpose
Test Harness + Change Advisory Gate
DEV-first change discipline with a 39-workflow regression pack — cleanup without re-breakage; tickets dispositioned to findings
Adoption Measured, Not Assumed
Adoption dashboard green across departments; corporate trainer curriculum aligned; UW-to-DE feedback loop instrumented
From 9.4 Hours to the 30-Minute Target
Median 9.4-hour decision time to the 30-minute approval North Star — capacity through data quality, automation and enforced ownership, not headcount alone