Case Study

Revolutionizing Client Engagement
with an Automated Solution

The Customer

And Their Challenge

The Elmendorf Team, a premier mortgage originator group in Northern Virginia, is renowned for its exceptional customer experience and trusted advisor relationships with clients. They faced two primary challenges: reducing redundant data entry across multiple systems and maintaining their existing client base and business operations during a transition between parent companies. The team sought to streamline data processes to minimize time spent on repetitive tasks while preserving continuity and service quality throughout their organizational change.

The Solution

To streamline administrative tasks and reduce redundant data entry, i3solutions developed a website where clients can electronically submit a questionnaire detailing their mortgage needs. The system captures borrower and co-borrower information, stores it in a Microsoft SQL Server database, and automatically populates Excel spreadsheets. Upon submission, the Elmendorf Team receives immediate email and phone notifications, enabling staff to promptly contact prospective borrowers, establish a responsive service relationship, and gather any additional necessary information.

During their transition between parent companies, the Elmendorf Team required a solution to maintain operations and manage client relationships without interruption. i3solutions implemented a SharePoint solution that enabled the team to quickly locate and manage client-related information. By installing SharePoint and importing client data, i3solutions provided a web-based portal that allowed team members to collaborate seamlessly from any remote location, ensuring continuity and efficiency throughout the organizational change.

Technologies

Used in the Solution

Measurable Benefits
and Business Impact

By implementing an online questionnaire, the Elmendorf Team significantly reduced administrative costs by eliminating manual phone data entry into the mortgage system. This streamlined process allows the team to serve more clients with the same staff size. The new solution enhanced customer service and boosted team productivity by 75%, as less time is spent on data entry and more time is devoted to helping clients find mortgages that meet their needs. Additionally, the implementation of SharePoint ensured continuous business operations by preventing downtime and data loss while safeguarding seamless access to client information.