Growing Needs of Mortgage Lender for Single Information Views Lead to CRM
Greenville, SC - - May 5, 2009 - - Customer Effective Inc., a Microsoft Gold Certified Partner and value-added reseller of Microsoft Dynamics CRM, announces that Taylor, Bean & Whitaker Mortgage Corp. (TBW), a top 10 national wholesale mortgage lender, recently selected the company as its CRM software provider. The CRM system deployment involved data integration, business process streamlining and automation to sustain annual production volume of $35 Billion and support the lender’s $3 billion asset total. At the behest of Microsoft, Customer Effective embarked on the collaborative CRM project with TBW, building the CRM solution to meet the growing needs of the mortgage lender. Customer Effective worked as an extension of TBW’s IT department, providing consultant services during and after the implementation process. Encouraging user adoption of the CRM system throughout the organization was integral to the success of TBW’s process improvement strategy.
According to Cindy Janssen, project manager of TBW, “It was a collaborative process from the start, and we could not have completed such a successful CRM implementation without the expertise of Customer Effective. We have always approached technology deployments differently. Customer Effective rose to the occasion and promptly adapted to our atypical culture, displaying a high level of talent at every stage of the business relationship.”
With Microsoft Dynamics CRM, TBW uses key functionality to pull information from a number of data sources and systems and aggregates that data to present a single view of the information to users. CRM reduces the number of required applications needed and serves as the company’s only record system for all customer data in client administration, client services and one group of insurance agents. To get a full view of the timeline during the approval process, representatives can also track all interactions by account. The CRM system’s Advanced Find feature allows users to obtain report information without the assistance of the IT department. For mortgage lenders, CRM enhances various aspects of the lending process with holistic views of a customer file created by collecting all enterprise data in one central location. This is beneficial to lenders as they are able to implement intelligent up-selling and cross-selling tactics based on a clear understanding of customer data, increasing greater wallet share. Mortgage lending personnel also leverage CRM to manage and track sales goals and trends, enhancing the sales process with an efficient understanding of proven successful loan decisioning.
“Microsoft Dynamics CRM enabled TBW to upgrade their access to complete and accurate customer information, allowing the lender to offer uniquely targeted products and services,” said Scott Millwood, CEO of Customer Effective. “TBW clearly outlined their business process which made our approach to the CRM project much easier. We were able to integrate and convert their business data into a single, comprehensive source of information for all employees, giving them the tools necessary to remain a preeminent organization in the mortgage lending industry.”
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