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Automated Service Ordering (ASO)

Automate initial and refresh ordering for VOIE and VOA within Encompass®

What is ASO — and Why It Matters

Automated Service Ordering (ASO) is an Encompass® feature that lets lenders define rules to automatically order Truv verifications based on specific loan conditions — no manual action required from loan officers.

Without ASO, individual Loan Officers, Processors, and Closers must remember to create orders at the right time, on the right loan, and with the right settings. This creates inconsistency in ordering, additional workload, and delays.

With ASO, the lender creates a rules-based system that defines exactly when a Truv order should be placed and on which files. The result:

  • Higher success rates: orders are only sent on files that require Truv and where there is a high likelihood of success, removing high friction borrower experiences
  • Increased productivity: Sales and Ops are removed from the ordering decision entirely saving 10-15 minutes per file, and can instead focus on following up with borrowers and reviewing completed reports
  • Faster closings: Truv orders are sent immediately (24/7) when conditions are met, rather then exclusively during business hours, which reduces verification and loan cycle times

See below for a demo of initial and refresh ASO ordering!


Implementation Options

Initial Order

Automatically place a Truv verification order when a loan meets defined conditions — for example, when a loan is created, when an LO is assigned, or when the loan moves to a specific milestone. This can apply to new loans created directly in Encompass or ones imported from a POS.

Best for: Lenders who want to reduce manual ordering and turnaround time for verification at the start of the loan process.

Refresh Order

Automatically place a Truv refresh order for previously connected accounts when the loan approaches Closing. Applicable to initial orders created manually and via ASO.

Best for: Lenders who already place initial orders (manually or via ASO) and want to automate 10-day PCV processes to ensure no impact to closing timelines.


Full Implementation Guide

The below guide explains in detail how to setup ASO for either Initial or Refresh ordering. Any section where there is a difference due to order type (initial, refresh) or product type (VOIE, VOA) is broken down into additional details. Some keys steps in the process are Step 2 (where borrower-level conditions are set), and Step 4 (where loan-level conditions and the rule trigger are set). The end of the guide includes a sample implementation video to show end-to-end setup. Reach out to Truv Customer Success or [email protected] for setup assistance.

Step 1: Create a new rule

  1. Navigate to Encompass LO Connect and login as an Administrator. Open the Services tab on the sidebar and select Automated Ordering Templates.
  2. If creating a new scenario, click Add and then select the Verifications category in the pop-up.
  1. On the Add Verifications Rule page, set a Rule Name and then click Add. In the pop-up, select the provider "Truv - Verification of Income/Employment/Assets".

Step 2: Create a Service Order

  1. On the Edit Service Order page there a few key fields that must be set.

    1. Evaluation Level: set to "Individual Level"

    2. Service Order Name: set a name for which borrowers or loan scenarios this will apply to

    3. Automated Readiness Conditions: set conditions at the borrower-level to determine if the ASO rule will trigger. Different conditions should be used for initial vs. refresh orders and based on the product type. Truv recommends the below conditions, but this can be customized with your Truv Customer Success Manager.

      📘

      Initial ASO Orders (copy depending on product)

      1. Borrower Initial Order Conditions 
        1. [4000] <> “” AND [4002] <> “” AND ([1240] <> “” OR [1178] <> “”) AND [FE0102] <> "" AND ([GSEVENDOR.X50] = "" OR [GSEVENDOR.X50].StartsWith(","))
          [4000] <> “” AND [4002] <> “” AND ([1240] <> “” OR [1178] <> “”) AND ([GSEVENDOR.X37] = "" AND [GSEVENDOR.X43] = "")
      2. Co-Borrower Initial Order Conditions 
        1. [4004] <> “” AND [4006] <> “” AND ([1268] <> “” OR [1179] <> “”) AND [FE0202] <> "" AND ([GSEVENDOR.X50] = "" OR [GSEVENDOR.X50].EndsWith(","))
          [4004] <> “” AND [4006] <> “” AND ([1268] <> “” OR [1179] <> “”) AND ([GSEVENDOR.X38] = "" AND [GSEVENDOR.X44] = "")
      📘

      Refresh ASO Orders (copy depending on product)

      1. Borrower Refresh Order Conditions 
        1. [4000] <> “” AND [4002] <> “” AND [65].Length > 4 AND ([1240] <> “” OR [1178] <> “”)
          [4000] <> “” AND [4002] <> “” AND [65].Length > 4 AND ([1240] <> “” OR [1178] <> “”)
      2. Co-Borrower Refresh Order Condition 
        1. [4004] <> “” AND [4006] <> “” AND [97].Length > 4 AND ([1268] <> “” OR [1179] <> “”)
          [4004] <> “” AND [4006] <> “” AND [97].Length > 4 AND ([1268] <> “” OR [1179] <> “”)

    4. Automated Options:

      1. If creating a new scenario, then click Add and setup the Automated Option on the next step.
      2. If using an existing scenario, then select that option for the Borrower and Co-Borrower.

Step 3: Create an Automated Option

  1. Create an Automated Option to control product, template and notification preferences for the order.

    1. Automated option name: set a name that reflects the product type, whether its initial or refresh, and the selected template
    2. Product type: select which Truv product type should be ordered
    3. Order type: select whether an Initial or Refresh order will be placed
      1. Refreshed employers (Refresh orders only): select whether all connected employers are included in the refresh order OR only connected & current employers are included. Current is based on whether they were detected as current in the initial Truv order.
    4. Truv template ID (optional): open Truv Dashboard Templates page and copy a Template ID that matches the product type above. If no template is set, a Primary or Default template will be used.
    5. Borrower notification: select how the borrower should be notified for the Truv Order. We recommend Email & SMS for the shortest turnaround time.


  2. After saving, the new Automated option will appear on the Edit Service Order page and can be selected for both the Borrower and Co-Borrower.

  1. Set the Service Order to 'Active'.
    1. Note: this will not cause orders to be created and is necessary for the rule to be selected in the next step.

Step 4: Create a workflow rule

  1. Click on the Workflow Management tab of the side bar, then click Workflow Rules.

  2. This will show a list of all ASO Workflow Rules setup in Encompass, click New Rule at the top right.

  1. On the New Rule page there are some key fields that must be set.

    1. Name: set a name that represents what and when this rule will trigger
    2. When is this rule effective: set either Loan Created Date or Application Date after an agreed upon go-live date with Sales and Ops to prevent triggering on older files.

  2. Trigger Event tab: select when this ASO rule will trigger, which will differ for Initial vs. Refresh orders. Truv recommends selecting one of the below options, but this can be customized with your Truv Customer Success Manager.

    Initial ASO Order

    Field value modified:

    • Borrower Intent to Continue Date (Field ID: 3197)
    • Application Date Set (Field ID: 3142)
    • Loan Officer Name (Field ID: 317)
    • Loan Processor Name (Field ID: 362)
    • eConsent Date (Field ID: 3983)

    Milestone completed:

    • Processing
    • Any lender-defined milestone that aligns with when VOIE/VOA should be ordered


    Refresh ASO Order

    Field value modified:

    • Calculated field (estimated closing date is less than 10 days away)
    • Any lender-defined date or field that is set when the VVOE should be ordered.
    • Loan Closer Name (Field ID: 1855)

    Milestone completed:

    • Approval
    • Any lender-defined milestone that aligns with when refresh should be ordered



  3. Conditions tab: set loan-level conditions that will determine if the ASO rule should trigger, for example loan programs or specific LOs/branches during an ASO pilot

    Initial ASO Order

    Permanent conditions:

    • Credit Score for Decision Making (Field ID: 2853)
    • Loan Program (Field ID: 1401)
    • Channels: Banked-Retail, Banked-Wholesale, Brokered, Correspondent

    ASO Pilot conditions:

    • Loan Officer Email (Field ID: 1407)
    • Specific Branch or DBAs (lender-specific)


    Refresh ASO Order

    We recommend adding no additional loan-level conditions for ASO refreshes since it will only apply to loans with a successful initial connection


  1. Results tab:
    1. Open the 'Resulting action' dropdown and select 'Order service'
    2. Scroll down and select the Service Rule created in Part 1
    3. Then click 'Save'

  1. Set the Workflow Rule to 'Active'
    1. Once you are ready to enable ASO, set the workflow rule to 'Active'

Step 5: Additional Truv configurations

Truv has additional customizations for ASO ordering that can be configured with your Customer Success Manager.

  1. Include Employers based on Truv Success Rate (Green, Yellow, Red, Gray)
  2. Include 'Current' Employers only
  3. Notify the Loan Officer, Loan Processor, a group inbox, or any other role for email status updates
👍

Success! You have implemented ASO!

To see orders placed by ASO, login to Truv Dashboard and filter for "Automated Service Ordering" in the Created by filter of the Orders table


Implementation walkthrough

Below we provide a walkthrough for setting up Initial ASO Ordering and Refresh ASO Ordering


Updated 9 days ago