The client is a regional mortgage originator group in the mid-Atlantic region. i3solutions delivered two connected builds. The first is a client-facing website whose questionnaire captures borrower and co-borrower information, stores it in a Microsoft SQL Server database, and populates Excel spreadsheets automatically; when a questionnaire arrives, email and phone notifications reach staff immediately so they can contact the prospective borrower. The second is a SharePoint portal, loaded with the team’s imported client data, that let staff locate and manage client records from any remote location while the group moved between parent companies. Taking the manual phone-to-mortgage-system data entry step out of the process through workflow automation reduced administrative cost, let the same staff size carry more clients, and produced a 75% improvement in team productivity and customer service.
Revolutionizing Client Engagement with an Automated Solution
Case Study
Revolutionizing Client Engagement
with an Automated Solution
The Customer
And Their Challenge
The client, a premier regional mortgage originator group in the mid-Atlantic region, 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 group 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 group 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 group 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.
Significantly reduced administrative costs through streamlined, automated processes
Expanded capacity to manage more new clients without increasing staff size
Achieved a 75% improvement in customer service quality and team productivity
Maintained seamless business operations during transitions between parent companies
Frequently Asked Questions
What did i3solutions build for the group?
Two things. A website where clients electronically submit a questionnaire describing their mortgage needs, which captures borrower and co-borrower information, stores it in a Microsoft SQL Server database, and automatically populates Excel spreadsheets, with immediate email and phone notifications to the team on submission. And a SharePoint portal, built by installing SharePoint and importing the team’s client data, that team members use to locate and manage client-related information from any remote location.
What changed once the online questionnaire replaced manual data entry?
Administrative costs came down because staff no longer retyped data taken over the phone into the mortgage system, the same number of people could serve more clients, and team productivity and customer service each improved by 75%. Hours that used to go to typing went back into matching borrowers with the mortgage that suits them.
We are moving between parent companies. Can our client data and operations stay intact?
That is the situation this engagement covered. i3solutions installed SharePoint and imported the group’s client data, giving them a web-based portal for collaboration from any remote location during the transition. Business operations continued without downtime or data loss, and client information stayed accessible throughout the organizational change.
If your staff is retyping the same client details into two or three systems, or you are heading into an ownership change with client records scattered across shared drives and inboxes, the cost is hours you are already paying for. A first conversation walks through where information gets entered today, which handoffs are still manual, and which of those a web form, a database, and an automatic notification can absorb. You leave with a written map of those handoffs and a short list of the ones worth automating first, in enough detail that your operations lead and whoever approves the spend can review it without us in the room. Start the conversation
Staff retyping the same client details into two or three systems is a cost you are already paying, hour by hour, without a line item for it. A senior workflow architect will follow where information gets entered today and mark every handoff that is still done by hand.
Copyright i3solutions. All Rights Reserved.
Email aski3@i3solutions.com - Phone 703.652.8966
Privacy Policy | Sitemap
