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Five Compelling Reasons to Partner with Mortgage.com: Elevating Consumer Satisfaction

aiden avatar
aiden
14 diapositives · 271 Views · Oct 02, 2014

Discover the advantages of partnering with Mortgage.com through this insightful presentation. Learn how we exceed consumer expectations by maintaining ownership of the customer experience and upholding a consumer-centric core value system. Our optimized fulfillment processes ensure a seamless journey for every client, while our commitment to protecting brand equity enhances trust. With a wide array of options, flexibility for all credit classes, and world-class technology, we are dedicated to unmatched customer service, consistently earning high recommendations.

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  1. Presentation to NATIONAL DISCOUNT BROKERS

  2. 5 Reasons to partner with mortgage.com • Exceeding the consumers expectations of an online company • Ownership of the customer experience • Consumer centric core value system • Optimized fulfillment processes • Jealous protection of client brand equity

  3. Exceeding consumer expectations • Choice • Hundreds of investors, thousands of individual options • Flexibility • The only online lender serving all credit classes • Incomparable commit to customer service • November ‘99, 93% would recommend • Past 12 months, improvement from 74% to 93% would recommend • World class technology • Setting industry standards • Intelligence in the machine • Live agents always available

  4. Controlling the consumers complete internet experience Processing/ Document Verification Controls the Process Final Underwriting Approval Controls the Process Applications Process Controls the Process Credit Approval Controls the Process Closing Funding Controls the Process

  5. Consumer centric values • Detailed multiple point surveys • Dial 911 for help • Continuous training and certification of employees • Employee compensation based on CS survey results • Regular focus groups and usability studies • 360 degree corporate dedication to customer excellence

  6. World class technology • Instant decisioning via multiple credit/risk grading systems • World class tele-web customer care center • Online tools and content help consumers make good decisions • Constant forward integration and automation of processes • Customer feedback loops, focus groups and usability based prioritization of development schedules

  7. Optimized fulfillment processes • Re-engineering to a process optimized for the web • Development and utilization of surrogate data sources • Vendor interconnectivity automates order and fulfillment • Rich tracking functionality online • Proactive status notifications via e-mail

  8. Protecting the client’s brand

  9. Web site brand protection Site design with diminished reference to mortgage.com

  10. Communications brand protection “Thank you for calling National Discount Brokers Mortgage.” Customized phone and live attendant greetings Personalized eMail responses

  11. Document brand protection Custom welcome letters Customized presentation of consumer disclosure documents