Mortgage company TBW invests in CRM

CALIFORNIA, US:  Taylor, Bean & Whitaker Mortgage Corp. (TBW), a large independent US mortgage company, has gone for a CRM system deployment that 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.

It has chosen Customer Effective Inc., a Microsoft Gold Certified Partner and value-added reseller of Microsoft Dynamics CRM, for a collaborative CRM project.

Customer Effective took on the collaborative CRM project with TBW, building the CRM solution to meet the growing needs of the mortgage lender, says a press release. 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.

Cindy Janssen, project manager of TBW shares, “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."

Now TBW can pull information from a number of data sources and systems and aggregate 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 decision.

TBW engages in the residential mortgage lending business and as such originates, acquires, sells and services residential mortgage loans through a network of mortgage brokers, community banks, and loan correspondents.