Q: Joy, you lead implementation for several of Indecomm’ s Genius products, including AuditGenius and DecisionGenius. What’s your core philosophy when it comes to rolling out SaaS technology and automation?

Plugging in’ gets thrown around a lot when it comes to implementation—we say it too. But, implementation isn’t just about the tech aspects. It’s about building trust by exchanging ideas and exploring the day-to-day process our clients are living today.

I often quote Robert Frost and tell folks, “The only way out is through.” By understanding each lender’s workflow and their pain points, you get to the heart of what is needed to guide them through change, not around it.

Mortgage tech, automation, and AI should never feel forced. It should feel like a natural next step that helps your team perform better. When we implement with empathy and purpose, the transformation becomes more than technical—it becomes cultural.

Q: What are the biggest challenges lenders face during automation and SaaS implementation and how does Indecomm ease that journey?

Some vendors promote 1-click install but in reality, especially in mortgage, it’s much more nuanced. Every lender has a different process and approach—different LOS platforms, workflows, compliance structures, and internal bandwidth. Differentiation is important to our clients, so the trick is to ensure our system complements their approach and makes their process easier. Here are some of the common challenges we see:

LOS and system integration: Loan Origination Systems are deeply embedded, and any disruption to them can cause operational risk. This is where many automation rollouts hit friction. Current system challenges or opportunities to refine things like condition language, workflows, the variations between lines of business become more pronounced when working through automation requirements.

Change management: Automation is often part of a lender’s larger organizational transformation. Implementation teams are often skeptical or overwhelmed, especially when the deployment team have faced unsuccessful tech rollouts in the past or when the product selection was made outside of the implementation team’s input. Overcoming that skepticism requires effective communication, training, and a clear connection between internal and external team members.

Data quality and workflow compatibility: Automation is only as strong as the quality of inputs and the effectiveness/ compatibility of surrounding processes. This is where that nuance can really emerge. There are various interpretations on things like logic, guidelines, process mapping or condition verbiage that can add complexity so that early work of aligning data and process is critical.

At Indecomm, we address these head-on. Our proprietary API connector (Source Connect) allows for smooth integration with leading LOS platforms, minimizing disruption and enabling clean, real-time data exchange.

But beyond the tech, we walk beside our clients. We listen to frontline users, scale gradually, and pilot in a way that reduces disruption. We help them feel supported, not sold to. That’s the difference.

Q: What does a successful solution implementation look like to you?

To me, success is when the tech quietly does its job, and the people can focus on theirs. It’s when underwriters trust the decisions coming through DecisionGenius or when QC teams rely on AuditGenius to uncover actionable information beyond defects. When our clients are maximizing the products and finding opportunities to use them in new ways or ways that will promote upstream or downstream operational improvement… that’s how I know we’ve done our job.

Q: You’ve mentioned that gardening and yoga influences how you lead. How do those practices show up during client implementations?

Gardening and yoga help me cultivate a certain mindset that spills into my workload. In my personal life I have learned that meaningful growth takes time, care, and intentionality and I try to bring that mindset to work.

In gardening, there’s always an eagerness to see a plant in full bloom, but experienced gardeners know the real work happens below the surface. You have to weed out what’s no longer serving the system and nurture what will thrive. The same is true when we implement our Genius solutions. Clients are often excited to see instant ROI (and we are as well) but long-term success requires careful groundwork. We have to assess existing workflows, remove inefficiencies, and ensure the new processes are rooted in real needs.

Yoga, on the other hand, helps me balance and breath even when there is some discomfort. Implementation projects can have a lot of moving parts: shifting priorities, unexpected tech challenges, and change resistance. Yoga helps me remain centered so I can guide our clients through the process strategically and with patience. It helps me lead with steadiness, not urgency.

Q: You have talked about the influence of bold women in your life: Amelia Earhart, Rosa Parks, and Ruth Bader Ginsburg. How do their legacies influence your work?

These women were bold. They challenged norms. Historian Laurel Thatcher Ulrichis famously said, “Well-behaved women seldom make history.” The quote that reminds me to speak up, even when it’s uncomfortable. Especially in tech, it’s easy to go with the flow or default to what’s familiar. But progress often comes from asking the hard questions.

Q: Do you have a favorite saying or mantra that helps you lead through complexity?

“Practice an attitude of gratitude.” In fast-moving projects, it’s easy to fixate on what’s not working. We can have all the things we want, but we may not be able to have all the things at once, so we have to iterate. I try to intentionally celebrate the progress at each milestone including testing success, roll outs, and team adoption. Gratitude builds momentum. It helps teams feel seen and valued, which leads to better outcomes.