Benefits

Partnering for success, every step of the way

Finastra’s Preferred Active Support Team provides a highly-collaborative relationship designed to ensure retail banks and credit unions in North America have the proactive support they need, when they need it, to optimize their business success.

There when you need us

Our expert US-based resources are available in alignment with your workday

Full spectrum support

Support encompasses both the Finastra software and service solutions you own including MortgagebotLOS and LaserPro and Originate

Optimized end-to-end experience

Personalized support for implementation, priority case management, system diagnostics, training release management, and much more

Unparalleled value

Preferred Active Support is a subscription service that elevates your support experiences at an affordable low fee

Preferred Active Support: proactive, in-depth, personalized support

Customer Story

First Guaranty Bank Relies on Preferred Active Support for Operational Efficiency

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The time we were able to spend with Finastra helped us pinpoint quickly where and how we can improve our systems, impacting member experience and production users positively, as quickly as possible!

Harvey Turell Firefighters First Credit Union
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Customer Story

Decorah Bank & Trust Co. leverages Preferred Active Support to optimize its Finastra services

Customer story Decorah Bank & Trust Co. leverages

Strategic Engagement is a wonderful case management service, and a valuable enhancement to our longstanding partnership with Finastra

Sara Thomas Chief Banking Officer & EVP
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Preferred Active Support enables banks and credit union get the most out of Finastra solutions

While our standard support model focuses on reactive troubleshooting and resolving issues as they arise, Preferred Active Support offers proactive solutions tailored to individual client needs, ensuring a seamless and customized experience. Preferred Active Support offers the best of both worlds, ensuring that organizations have access to the appropriate level of support at the precise time it is needed.

Highlights

Build a foundation for success

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Personalized support

  • US-based support services
  • Scheduled expert sessions
  • Priority case management

Enablement

  • Annual professional service hours
  • Virtual training sessions
  • Hands-on labs (Mortgagebot and LaserPro)

Proactive support

  • System and configuration diagnostics
  • Standard release management
  • On-prem technical health checks

Strategic partnership

  • Quarterly alignment sessions with Preferred Active Support Team lead and Account Executive
  • Aligned mutual project timelines

A proven approach to your success

52%

of Preferred Active Support customers experienced an improvement in first contact resolution (FCR)

85%

of Preferred Active Support customers saw an improvement in their mean time to repair (MTTR), by an average of 6 days

55%

of Preferred Active Support customers reduced the number of cases they have raised since go-live

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Preferred Active Support is premium support for Finastra’s premium solution suites

Finastra MortgagebotLOS

All-in-one secure loan origination system that supports retail, wholesale and correspondent mortgage lending

Product Details

Finastra LaserPro

A complete loan documentation system for commercial, consumer & mortgage lending.

Product Details
Frequently Asked Questions

Preferred Active Support (Lending) FAQs

By aligning Finastra experts with your business objectives, the program helps reduce downtime, accelerate issue resolution, and drive continuous improvement across your technology stack.

Clients receive dedicated engagement managers, tailored success plans, and regular performance reviews to ensure solutions are delivering measurable business impact.

Financial institutions undergoing transformation, cloud migration, or scaling operations benefit most—gaining strategic guidance, faster ROI, and improved user satisfaction.

Is your lending business ready for the next level of growth?

Reimagine consumer and commercial lending to drive loan growth and profitability

Finastra provides best-in-class, personalized support resources that ensure your Finastra lending solutions are installed to your specifications

Sara Thomas
Chief Banking Officer & EVP, Decorah Bank & Trust Co.