As most people know, CRM software is used for customer relationship management. That sounds simple enough ... and it even has an easy acronym to remember it by! It sounds simple right up until you ask the question—the question all buyers of CRM software really should ask—What kind of customers?
That’s a very important question. Not all customers are the same. Of course they vary from individual to individual, but that’s less important than the fact customers in different industries need and expect different relationships with the businesses they patronize. Purchasing CRM software that’s tailored to one specific industry will not work very well, unless you’re in that specific industry.
Similarly, if you’re in an industry that has unique relationships with customers, or requires lots of specialized outreach or management processes, then a generic CRM platform wouldn’t be the best choice. In this Buyer’s Guide, we look at CRM software designed very specifically for the mortgage industry.
Here's what we'll cover:
Mortgage customer relationship management (CRM) software is designed to help mortgage professionals run their front-end operations. And given all the ups and downs the mortgage industry has faced over the past ten years, it’s an industry that can use all the help it can get. The subprime mortgage crisis is anything but a distant memory. Delinquencies and foreclosures are still common occurrences, and mortgage lenders have realized the importance of focusing on the customer acquisition and management lifecycle as a means of recovery.
In particular, lenders and loan officers must overcome the hurdles of keeping detailed client notes and maintaining timely client follow-up. They require proper contact management coupled with loan pipeline management in order to stay in control of their business. On top of client retention, mortgage lenders also need to grow and expand their operation in a highly competitive market.
Customer management screen in TeamSupport
Mortgage CRM software often includes applications for contact management, so that lenders can organize client data into one, easily accessible location. However, if the tool is specific to the mortgage industry, it will also include additional key features:
|Loan pipeline Management||Mortgage CRM software should tie in with existing loan-originating software (LOS) systems to improve loan pipeline management. This integration allows lenders to view loan reports on-demand, track loans as they go through the LOS and synchronize important data such as loan status values and 1003 application data. With a few clicks, the lender can access contact information, loan information, email and phone call history.|
|Referral partner marketing||In a highly competitive market, mortgage companies can benefit greatly from a program that facilitates drip marketing campaigns and campaign tracking to send targeted messages to clients and referral partners. Tracking these campaigns helps lenders know how to cultivate and reward client and partner loyalty.|
|Mortgage event alerts||There should also be tools for notes and alerts that remind the lender of important upcoming events, such as which clients want to refinance several weeks or months in the future. Some systems also have a news update application that provides the most up-to-date information, such as increased annual premiums or changes in upfront mortgage insurance rates (UFMIP).|
|Regulation compliance||With the current instability in the market, it is even more important for lenders to stay abreast of new regulations and compliance issues in their industry. Integrated compliance modules are available in some products to help ensure that business operations are in line with regulations enforced by organizations such as the Federal Housing Administration (FHA).|
Mortgage accounting software can automate many of the day-to-day marketing and loan processing, facilitating marketing efforts and increasing accuracy and customer service. When selecting mortgage CRM software, ask the following questions:
Lenders make strides in personalizing borrower relationships. June, 2016. A report in Credit Union Times describes how many mortgage lenders are investing in tools to help them offer more personalized service to their customers. It suggests that consumers are expecting this personalized service and are less responsive to more outdated methods of non-personalized marketing, like generic mass emails.
Email marketing not dead in mortgage industry. July, 2016. NationalMortgageProfessional.com Writer Brent Emler makes the case for a renewed look at the efficacy of email marketing in the mortgage lending industry. Far from dead, Emler says, “E-mail marketing is evolving from the carnival barker pitching a new act to an engaging personalized conversation built on collaboration and timely delivery of appropriate opportunities to help consumers become happily involved with products and services.”
Mason-McDuffie Mortgage Corp. focuses on borrower experience. July 2016. “Borrowers can get lost in the huge amount of paperwork involved in the loan process,” writes Jason Frazier, chief information officer at Mason-McDuffie, in the latest issue of HousingWire magazine. With the company’s newly developed software solution, they’ll reduce paperwork redundancies, shorten wait times for customers and add several other customer experience improvement measures.
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