The Challenge

Fidelity Title Group’s (FTG) existing messaging system was too resource intensive and susceptible to lost messages, making it difficult to guarantee message delivery to regional workstations. The company needed an enterprise service bus to meet its real-time, distributed messaging needs and ensure customer SLAs were met, as well as instill trust among users of its eLS Smart Queue desktop application.

The Solution

Capitalizing on their existing .NET skills, FTG developers used Neuron ESB’s implementation of reliable Peer Channel multi-cast protocol to easily maintain and manage real-time messaging traffic across 1,500 regional workstations with minimal cost or additional infrastructure. Built entirely on .NET and WCF, FTG’s Smart Queue messaging system links directly to Peregrine’s Neuron ESB to receive and send real-time work, order exception and lock messages.

The Benefits

  • Reduces labor costs and boosts operational efficiency
  • Provides instant visibility as orders populate queues in real time
  • Bolsters user confidence by eliminating lost messages
  • Ensures real-time delivery of “lock” messages
  • Increases capacity to handle new customer volume
  • Gives users flexibility to execute tasks quickly
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Company Profile

Based In: Jacksonville, FL
Industry: Financial Services
Type: Fidelity Title Group
Employees: 5000-10000
Founded: 1847

“Peregrine Connect provides the messaging backbone for one of our critical lending services applications. We are currently using Peregrine's Neuron ESB to distribute up to 28 million messages to 1,500 desktops every hour.”

— Ron Hodgson, Vice President, Fidelity National

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Fidelity Title Group
Fast, reliable message delivery ensures compliance with customer service level agreements

FTG is the largest U.S. provider of property valuation, title and closing services to first mortgage, home equity, and sub prime markets, as well as to mortgage services and investors.

Adopting strategic Microsoft technologies for its internally developed eLender Solutions (eLS) product has made FTG a market leader. The eLS system is based on task driven workflow accomplished via a custom workflow engine, job specific user interfaces and their ‘Smart Queue’ system, which originally used a multi-cast messaging system to manage the distribution of work and order exceptions for 1,500 regional workstations, geographically distributed across the country. While the eLS system has proven effective at automating much of the work, over time problems arose with the messaging component of the Smart Queue application, causing delays in processing and duplication of work. The distributed nature and real-time messaging needs of the Smart Queue desktop application running on each of the 1,500 regional workstations compounded the problem.

Strict SLAs enforced by FTG on behalf of their customers required eLS-generated work and order exceptions to be processed in near real-time. The existing messaging system for Smart Queue was susceptible to lost messages and proved too resource intensive, impeding guaranteed delivery of messages to the regional workstations. Users were required to spend additional time through the entire lifecycle or an order, rather than quickly process orders within their queue. In addition, the messaging system was responsible for propagating work order “lock” messages in real time across the regional workstations. The lock messages were responsible for notifying users when an order was being processed and by whom. Since these messages would sometimes be lost, users would not know if an order was being worked on, causing duplication of work across workstations. FTG soon realized that they needed an Enterprise Service Bus (ESB) to meet the challenge of their real time, distributed messaging needs that could both ensure customer SLAs are met, and instill trust among their eLS Smart Queue desktop application users.

FTG turned to Neuron ESB to replace the existing messaging infrastructure for their eLS Smart Queue application. Built entirely on Microsoft .NET, Neuron ESB uses the advanced Microsoft Windows Communication Foundation (WCF) technology to provide real time reliable messaging options in the enterprise. Neuron ESB manages all communication over the bus by sending messages over “Topics” using a publish-subscribe pattern.

Topics represent business conversations and can be simple names such as “Inventory” or “Orders”. In the case of the Smart Queue messaging solution, Topics are used to describe messages intended for work queues, as well as lock messages for their regional work center workflow application.

Neuron ESB also provided FTG with a variety of additional messaging options that many ESBs do not offer. For instance, the underlying network protocol used to power a Topic, such as TCP, MSMQ or Peer Channel, can be chosen and configured easily replace the existing messaging infrastructure with Neuron ESB and change the configuration when the business conditions dictate, without impact to the ELS Smart Queue application.

By capitalizing on their existing .NET development skills, FTG developers were able to implement Neuron ESB with little training. By utilizing Neuron ESB’s implementation of reliable Peer Channel multi-cast protocol, real-time messaging traffic across 1,500 regional workstation has easily been maintained and managed with minimal cost to operations or additional infrastructure. Built entirely on .NET and WCF, Smart Queue linked directly into the new Neuron ESB to receive and send real time work, order exception and lock messages.

With more than 28 million messages per hour being routed by Neuron ESB across the 1,500 regional workstations, FTG moved forward to implement Neuron ESB Zones and Bridges to reduce WAN traffic between operational centers, essentially creating a federated ESB across the disparate geographies of Southern and Northern California.

Neuron ESB provided FTG with a solution for their reliable messaging needs. Built on .NET, and the latest WCF technology, Neuron ESB bolstered user confidence by eliminating lost messages. Using Neuron ESB’s reliability layer on top of its Peer Channel network, real time delivery of “lock” messages was ensured, elevating user confidence even further. Once in production, customer satisfaction increased substantially as Service Level Agreements were met, and delays were reduced.

The new Smart Queue application takes advantage of Neuron ESB’s client connector to seamlessly connect to the ESB to publish and subscribe to orders, exceptions and locks. Users have instant visibility as orders populate queues in real time. The new Microsoft driven interface gives users the flexibility and experience to execute tasks quickly, moving from order to order.

As FTG moves forward, they intend to expand their use of Neuron ESB to implement dynamically configurable Quality of Service (QoS) options, reporting and monitoring, as well as allocate additional zones and bridges. Neuron ESB will secure their growth and substantially increase their ability to process new volumes of orders received by eLS.


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