BNTouch Mortgage CRM Software

Actually have live people answer your tech support phone line. You are supposed to be providing a CRM - Customer Relationship Management system and service. Rather ironic you don't seem to understand the importance of the first two words.

Pros

The product "appears" robust but emails constantly crash and there is ZERO customer service. Which is ironic seeing that they are a CRM!

Cons

Emails do not send. Google will block the emails you send or mark them as spam, or direct them into your clients' spam folder. It's a little difficult when your emails land in your borrowers, agents, escrow, etc. spam folders!
The WORST customer service. I think there are only 5-8 employees. While they are nice, when you are lucky enough to actually talk to someone, the simple fact you cannot resolve ANY tech issues in less than 48-hours is not acceptable.

Pros

I signed up for this product because I liked what it had to offer. I had Media Center for many years and it did a great job. They set it up for me; however it did not draw information from Calyx POINT when I changed companies. They were bit expensive too. BN Touch costs was less than Media center but more than Jungo. BN touch have great videos.

Cons

No good customer support. The IT representative was really good; he managed to get it connected to my Point. However, I had to figure out calling calyx and bunch of numbers to enable him to do what was needed. I spent 1 month or more for that while paying for BN touch. Now that is resolved; I really needed someone from customer support to guide me on the phone so that I can set up marketing and other stuff the correct way. I didn't want to set up something wrong and I look stupid to my clients. BN customer support sent me an email to watch the videos and the email said to connect with them after watching the videos. They didn't ask if I have watched videos or not. No one picked up the phone to call me. For that reason, unless you are really confident that you can set it up in 2 months, don't sign up. If your current system works 80% stick to it.

From what I've seen, BNTouch offers LO's all the best mortgage CRM features... it's a good choice.

Pros

It's easy to use and an average LO can be up and running in the same week that they customise the CRM to their needs.

I believe it's developers can improve it to that level of big CRM out there. I would like people to start using it and see how good it is.

Pros

From its dashboard it looks good, the way things are visible and how simple you can use it. Most of things I prefer on a CRM bn touch has just that.

Cons

It's not unique and is under rated. I believe it has potential to grow big. Bn touch must keep updating it for it to compete with other big CRM on the market.

Not sold on it yet. I need to train more and that may resolve any issues I have. I like the to do list a great deal.

Pros

Ease of import. Basic functions are good. To DO list helpful. Once I get more time for training, I think that the functionality will be excellent.

Cons

Client info is layered away from me- appears to be less personal; built for an organization when I need

Pros

Customer service was always willing to help with issues, and they really tried their best, but response times were pretty long, making it difficult to deal with.

Cons

We used it for several months and my team, including myself, still found it to be not at all user-friendly or intuitive. I know there's a learning curve with these sorts of things, but after 4 months, we should have been able to at least have more than a super basic understanding of how to store contacts and send emails. We constantly had questions about how to perform certain automated marketing functions, and in order to ask the questions, we had to submit support tickets, some of which wouldn't be addressed for a couple days. Additionally, the website says the mortgage pipeline is fully customizable, but we found this to not at all be the case. As a result, the pipeline was fairly useless to us, because we couldn't display it in a way that made sense for our business.

It is a good product that served its purpose. I was also able to send out newsletters and campaign specific items.

Pros

The ability to keep in touch with my clients, and birthday reminders.

Cons

Not a lot of customization available.

Advice to Others

It can handle your basic needs to keep in touch and on top of mind.

Great experience just plugs and play for me .add referral partners, add clients and simply add them to your drip campaign. Intuitive for the person that makes the small extra time and reads

Pros

Plug in play

Cons

Not as effective for nontech-savvy users

Advice to Others

Be patient and read the instructions

We did a lot of research on different CRM's currently available on the market and this one offered most. We have been using it for over a year and absolutely love it. Especially since they did the upgrade to a better more appealing platform.

Pros

Our favourite feature is the Client & Partner Portals. We found this REALLY streamlines our business with our clients and they always LOVE using the portal. It is also a great way for us to market to our other partners, mainly realtors. Offering them something no other broker is. It allows them to be more involved in the process which they really like.

Cons

No real down sides to using this CRM. As long as they continue to re-invent and offer new features I will continue to use them. We would really like to see a revenue tracker where we can keep track of our commissions that have been paid out or not and print out year end reports on them.

Advice to Others

Definitely worth trying. No regrets on our investment into this CRM. Great customer service and the personal portals are such a great feature that no one is offering. LOVE IT!

I've only been using BNTouch for a few weeks, but I can tell it's going to make my life and my business much more efficient! The automation capabilities in particular are extraordinarily powerful - unfortunately, this also means they're fairly complicated. There's definitely a steep learning curve - I've had to contact their support department probably a dozen times in the last two weeks. But that said, their support is very helpful, and I learn something each time I speak with somebody. Overall, it seems like a great product so far, and I'm excited to learn more about how to utilize their features!

Pros

The fact that it's tailored specifically for mortgages is helpful - there are places to add all the relevant info I need.

Cons

It's not very intuitive - so much to learn, and hard to do so without someone holding your hand. Also, I wish the pipeline view was a little more customizable.

Likes Best

it is user friendly and works well will my other software.

Likes Least

no complaints. It is easy to use and the customer service is great!

Recommendations

Don't try to fit your mortgage business with other industry CRM's. This one has it all.

Likes Best

The client and partner portal as well as the phone app.

Likes Least

Does not separate contacts from mortgage applications. Would like to be able to customize the client portal. Also needs to have a better mobile view for emails and such.

Recommendations

Great customer and partner portal for you to be able to better connect with those involved in the mortgage transaction .

Likes Best

It really helps me keep on top of my leads, and for me to be able to keep up with my borrowers. The company is great to work with and there doesn't seem to be any lag.

Likes Least

I don't like the layout. In fact, it drives me nuts. I wish there was a way to disposition the lead at the top of the page. Anytime I call a lead, I have to scroll all of the way down the page to see where we left off. It would be nice to be able to have the notes at the top of the page.

Recommendations

To have the ability to put tasks and notes at the top of the page.

Likes Best

The system makes is very easy to manage my database, whether I need to follow up with potential clients or market to client's that I've closed in the past.

Likes Least

It takes a lot of time to set up properly, but once you do it, it's very good!

Recommendations

Open house flyers need to improve a bit, but it's not a deal breaker.

Likes Best

It keeps my current business with the access tools and makes sure they don't forget me in the future with the newsletters and well wishes. Unfortunately, people forget your name and number after a while; this prevents that from ever happening! I will never hear, "I would have used you but lost your email and couldn't find your number" ever again!

Likes Least

I wish technical support was more easily available.

Recommendations

I have been a mortgage professional for 15 years and, I have yet to see a CRM tool that fits our specific needs as well as BNTouch does for us. Don't waste your time with any other use this CRM; you will increase your business and get more repeat business!

Likes Best

I like the database part of it and the response of the tech staff.

Likes Least

I'm not so keen on the email system setup; it gets confusing, and emails are sent that should not have been.

Recommendations

If you are a mortgage broker, this is the software for you, but you need to be somewhat computer talented to manage sending emails through the system.