Situation:

The Maiocca Group is one of the top producing branches for CountryWide Home Loans in the New England area. While the branch has been very successful, their branch manager felt they could, and should, be doing even more business. Success for the Maiocca Group meant it was a very busy branch office and follow-up on many new leads and prospective clients seemed to be falling through the cracks.

The 6-person office was struggling to keep up with the overwhelming volume of inbound and outbound calls, letters and e-mails from clients, prospects, and their various business partners. They were clear needs in all the following areas:

• Streamline mortgage processes
  Manual processes and use of current ACT! contact management tool was time consuming and cumbersome

• Improve customer service
  Because of cumbersome processes and the volume of interactions, customer communications were not as timely as they should have been

• Increase referral opportunities
  Needed all communications to work harder – drive the bottom line and generate new and qualified leads for their referral network

ManageContacts Solution:

In looking at The Maiocca Group's day-to-day business operations, it was clear that there was no shortage of processes that could be streamlined and automated. By eliminating the amount of manual interventions required, The Maiocca Group had an opportunity to greatly improve the speed and accuracy of interactions with prospects, clients, and their partners, thereby creating a significant competitive advantage.

The true challenge was translating the idea of automated processes to a reality that works within the day-to-day operations of The Maiocca Group. To do that, we started with the Mortgage Mapping process. We helped the Maiocca Group formally document their typical process from initial application, to closed loan and future cross sell. We did a thorough examination of the existing processes with a focus on implementing an intuitive ManageContacts system for their users.

Once the process was documented, the natural contact or customer touchpoints became obvious. All those possible touchpoints resulted in the need for templated communications which for the Maiocca Group included e-mail, Direct Mail, and call scripts.

This process was made easier by concentrating on the most important communications first. That was completed over a couple of days and then ManageContacts took things from there. We did an export of their existing ACT! Contact database and uploaded it into the ManageContacts system. We created all templates via the ManageContacts document editor and configured all the office users for secure access to the system. From start to finish, a completely custom system was available to them in less that one week.

Results:

The Maiocca Group has been using the ManageContacts system for over a year and the branch manager credits the system with at least $1,000,000 in incremental business since that time.

By automating their processes, The Maiocca Group has reduced costs, cycle times and user frustration, while at the same time increasing speed of transactions, productivity, information integrity and access to relevant information. With business process automation, information flows seamlessly to the customer, minimizing the number of steps needed to complete an interaction and the amount of time spent manually entering, correcting, and searching for data. Most importantly, they increased overall client and prospect satisfaction which has resulted in even more referrals.

The overall result at the Maiocca Group was the development of a more efficient, productive, smart and competitive branch of CountryWide Home Loans which is positioned for success in a mortgage marketplace that all industry experts agree will be challenging for the coming year.

Click here to read Mark’s comments about ManageContacts.com in Mortgage Originator Magazine.

To find out how ManageContacts can help you improve your business and generate even more closed loans contact us today.