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Customer Service Software: UWM Starts a Small Pilot Using Salesforce.com
By Anshu Shrivastava, TMCnet Contributor
United Wholesale Mortgage (UWM) has announced a commitment to increase efficiency of service to current and future clients in their lending business, and to support it the company has started a small pilot using salesforce.com.
Earlier this year in February, UWM decided to engage with Unlimited Technology Solutions (News - Alert) (UTS) as their Salesforce.com partner to ensure a successful implementation as well as to gain the maximum business value in the shortest time possible.
Mat Ishbia, president of UWM, said that the company’s goal is to maximize its efficiency in managing current and potential new clients, and provide clear visibility into Account Executive Productivity.
Additionally, it was critical to have the company’s new solution fully deployed for all Account Executives prior to the peak business period which begins in April, Ishbia said, adding that UTS experience and commitment illustrated perfectly why they were the right partner for us.
“UTS is the reason we were able to accomplish our goals within our budget and aggressive timeline,” Ishbia said.
Less than 30 days later after the decision, UTS took UWM’s 60-seat Account Executive Call Center live on Salesforce.com (News - Alert) UWM’s Account Executive team now has centralized access to their customer data in Salesforce.com. Also, the team enjoys significant efficiency gains from integration to their Cisco (News - Alert) Telephony system, MS Outlook email, calendar and contacts and integration to several mortgage industry web services.
Company officials said that account executives are able to monitor their own productivity by viewing a robust set of reports and dashboards and management has visibility into the complete Account Executive Team.
“We have partnered with United Wholesale Mortgage to help transform their Account Executive Call Center,” said Lisa Typrowicz, managing partner of Unlimited Technology Solutions.
The company’s consulting team's depth and breadth of experience in Call centers and Salesforce.com have enabled us to deliver the high quality solutions UWM expected, Typrowicz said.
Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.
Edited by Juliana Kenny