Successful Change Management Techniques for Moving to eClosings
Updated May 1, 2026
The mortgage industry can't afford to stand still. Buyers expect digital experiences, margins are under pressure, and organizations that resist change risk stagnation, or worse. Fully-digital eClosings, enabled by remote online notarization, allow buyers to close on a mortgage remotely, delivering cost and time savings, convenience, and a better customer experience for every party involved. A study by MarketWise Advisors found that lenders can save up to $444 per loan and title agents can save up to $97 per transaction by switching to eClosings.
But technology alone doesn't deliver ROI; implementation does. Research suggests roughly half of all organizational change initiatives are unsuccessful, which means lenders and title agents need more than the right platform. They need a plan for tackling change management. We sat down with Keri Rogers, SVP of Strategic Planning at Lennar Mortgage, and Jordan Brown, CEO of MarketWise Advisors, to break down what successful eClosing implementation actually looks like. Here's what they shared.
Tips for successful change management
Changing how people do their work is hard. And too often, organizations treat change management as little more than a communications plan, a quick announcement that new technology is coming, delivered on short notice. That's not change management. It's a recipe for low adoption, wasted investment, and frustrated teams. True change management means supporting people through the transition from the current state to the future state, and doing so in a structured, deliberate way. Too many changes at once can overload teams and stall progress.
According to Rogers, a veteran when it comes to implementing automation and eClosing technology, change management is non-negotiable. Change management is a systematic approach to transitioning an organization's goals, processes, or technologies. It includes preparing and supporting employees, establishing the necessary steps for change, and monitoring pre- and post-change activities to ensure successful implementation. Skip it, and the consequences compound fast:
- Lower adoption rates across teams
- Lower ROI on your technology investment
- Unexpected outcomes that erode confidence
- A history of failed rollouts that makes it harder to introduce new technology in the future
Rogers explains that the best way to get started is to secure active and visible sponsorship from leadership. When the organization is fully committed from the top down and everyone sees the value and ROI of a particular initiative, you're more likely to get buy-in from the entire organization. Sponsors need to understand exactly what their role is in the change management process for it to succeed.
How lenders can implement end-to-end eClosings
The eClosing concept isn't new. But the industry's readiness to adopt it has changed, and the technology supporting it has matured significantly. Now is the time to build on that momentum and continue implementing capabilities that save time and money across the mortgage closing ecosystem while better serving customers.
Choosing the right partner for your eClosing technology needs is essential. You'll want to consider their attention to compliance, understanding of workflows, customer enablement and support, and focus on cybersecurity. Once you've chosen a vendor that best fits your needs, you can focus on implementation and adoption.
According to Rogers, these are the critical elements of a successful eClosing rollout:
- Education: Both employees and customers need to be educated early on what eClosings are, how the process works, and how they improve the transaction experience.
- Workflows: Define your workflow clearly and present it in a straightforward format for everyone to follow. A well-documented process removes doubt and uncertainty around the eClosing process before it starts.
- Measurement: Use data and customer feedback to determine success and present those findings to leadership. Measurement keeps ROI visible, surfaces problems early, and sustains buy-in over time.
Brown explains that at the end of the day, the objective is to close a loan while providing the best possible customer experience. When introducing eClosings, set clear expectations with your borrowers and make sure all operations are aligned internally, with title agents, and with the local recording office. A smooth and seamless digital transaction should always be the goal.
"For Lennar, when a borrower can close a loan on their mobile device while standing in their new kitchen, holding the keys to their new home, that is success," said Rogers.
Frequently asked questions
Why does change management matter for eClosing adoption?
eClosing technology changes how loan officers, title agents, borrowers, and closing teams interact with one another and with documents throughout the mortgage process. That's a significant shift in established workflows. Research suggests that roughly half of all organizational change initiatives fail [NEEDS SOURCE], most often because of inadequate change management rather than technology failure. A clear change management strategy ensures that people understand the new process, trust it, and use it consistently.
What are the key steps in a successful eClosing change management plan?
Effective change management for eClosing typically follows three phases. First, build awareness by educating employees and borrowers on what eClosings are, what the process looks like, and what benefits they can expect. Second, develop competence by documenting workflows, training staff, and ensuring every participant has the tools and knowledge they need. Third, reinforce adoption by tracking performance data, collecting customer feedback, and sharing results with leadership to sustain momentum and address gaps as they emerge.
How do you get leadership buy-in for eClosing technology?
Start with the data. The business case for eClosings is clear: lenders save up to $444 per loan and title agents save up to $97 per transaction according to MarketWise Advisors research. Present those numbers alongside a realistic implementation timeline and a defined change management plan. When leadership sees a credible path to ROI, not just a technology pitch, buy-in follows. Ongoing measurement and transparent reporting keep that support in place as the rollout progresses.
.jpg)
.png)
.jpg)
