The mortgage industry, one of the oldest banking sectors dating back centuries to ancient civilizations such as the Roman Empire, has continuously grappled with challenges around transparency, efficiency, regulatory compliance, technological integration, and customer experience. Traditionally, mortgage processes have relied heavily on broker channels and branch operations, creating complexity and opacity. However, the increasing demand for enhanced customer experience (CX), transparency, and operational efficiency is pushing the industry toward digital transformation.
To understand how the industry is tackling these challenges and evolving rapidly, we interviewed Scotiabank’s Senior Director of Engineering, Aamer Razzaq to discuss their approach to transforming their mortgage portfolio. Scotiabank faced outdated, inefficient processes that were heavily dependent on manual, branch-dependent operations. In response, the bank launched its digital solution, eHome, to streamline mortgage interactions and document collection—addressing critical industry pain points and enhancing the overall mortgage experience.
For those on their digital transformation journey, this discussion offers valuable insights into how leading firms are addressing the demand for a seamless, efficient, and transparent mortgage experience.
In March 2019, Scotiabank launched eHome, the first fully digital, end-to-end mortgage platform by any Canadian bank. Designed to enhance efficiency, transparency, and customer experience, eHome allows Canadians to apply for, track, and complete their mortgage process entirely online. This move aimed to overcome inefficiencies in traditional channels and establish Scotiabank as a leader in digital mortgage solutions.
Scotiabank’s eHome platform has been recognized for its innovative approach to digital mortgages, as shown in Exhibit 1. It provides a seamless and efficient end-to-end digital experience designed to enhance customer experience, featuring a wide range of user-friendly tools and features, including:
What truly sets eHome apart is its ability to provide customers with real-time application progress status and insights throughout the loan application process. This transparency offers a complete digital experience during the mortgage journey—something few competitors can match.
Source: HFS research, 2025
Scotiabank’s eHome platform delivers a powerful combination of efficiency, transparency, and customer-centricity, giving it a distinct advantage over traditional banks and many digital-first lenders.
Scotiabank’s eHome platform sets a new standard for digital mortgages, providing customers with a streamlined, efficient, and entirely online experience. As Aamer Razzaq, Senior Director of Engineering, Scotiabank, put it, “Users can apply for a mortgage without visiting a branch, completing the entire process from home.”
The eHome platform’s impact is undeniable:
So, how did Scotiabank pull this off? By partnering with Tech Mahindra (TechM), which harnessed its acquisition of Bio Agency to create a fully automated, end-to-end solution. This collaboration integrated 32 processes across the bank, delivering a cohesive, modernized mortgage experience that outpaces both traditional and digital-native competitors.
Scotiabank needed more than just a vendor—they needed a strategic partner capable of delivering seamless digital transformation at scale. TechM emerged as the ideal choice, offering deep banking expertise, a thorough understanding of Scotiabank’s processes and systems, and skilled digital teams with a track record in executing similar large-scale transformations.
Tech Mahindra partnered with Scotiabank to launch eHome, a seamless digital mortgage platform designed through a deep alignment with Scotiabank’s systems and operations. Backed by Tech Mahindra’s expertise in large-scale digital transformation, the initiative enhanced operational efficiency and elevated the customer experience. This strategic collaboration has strengthened Scotiabank’s digital capabilities and reinforced its leadership in the digital mortgage space
—Roshan Shetty, BFSI & Public Sector Head, Americas TechM
The eHome platform build was meticulously structured with multiple squads focusing on key areas: customer experience (CX), user interface (UI) development, API development, and Pega integration. The result? A robust digital solution enabling end-to-end processing for critical functions such as online registration, Know Your Customer (KYC) verification, onboarding, credit applications, and more—all without the need for branch visits. The end-to-end solution is built as a cloud native application on MS Azure with state-of-the-art technology.
The impact is undeniable:
Scotiabank continues to double down on its eHome platform, enhancing AI integration and refining digital processes to meet evolving customer needs. Their long-term partnership with TechM, dating back to 2004, has grown stronger, spanning multiple business lines and technological areas.
The message is clear: Scotiabank’s eHome platform isn’t just a digital mortgage solution—it’s a blueprint for scalable, tech-driven growth that the entire industry should pay attention to.
Scotiabank’s eHome platform is more than just a digital mortgage solution; it’s a blueprint for effectively integrating AI, automation, and digital processes to create a frictionless, customer-centric experience. The industry is shifting, and those who fail to embrace digital transformation will be left behind.
The lesson is clear: Lenders must move beyond incremental change and build scalable, digital-first models that deliver efficiency, transparency, and superior customer experience. Scotiabank’s eHome proves that success in this space is about execution—turning ambition into a sustainable competitive advantage.
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