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Mortgage CRM Software


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HubSpot CRM logo
 
With its cloud-based, customer relationship management platform, HubSpot helps companies of all sizes track and nurture leads and analyze business metrics. HubSpot is suitable for any B2B or B2C business in a variety of segments, including... Read More
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With its cloud-based, customer relationship management platform, HubSpot helps companies of all sizes track and nurture leads and analyze business metrics. HubSpot is suitable for any B2B or B2C business in a variety of segments, including... Read More
 
Salesforce.com logo
 
The Salesforce cloud is an on-demand customer relationship management (CRM) suite offering applications for small, midsize and enterprise organizations, with a focus on sales and support. The Salesforce app has capabilities that... Read More
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The Salesforce cloud is an on-demand customer relationship management (CRM) suite offering applications for small, midsize and enterprise organizations, with a focus on sales and support. The Salesforce app has capabilities that... Read More
 
Infusionsoft logo
 
Infusionsoft is a cloud-based sales and marketing platform that brings Customer Relationship Management (CRM), Marketing Automation, and E-Commerce together in one centralized system, so small businesses can deliver personalized sales... Read More
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Infusionsoft is a cloud-based sales and marketing platform that brings Customer Relationship Management (CRM), Marketing Automation, and E-Commerce together in one centralized system, so small businesses can deliver personalized sales... Read More
 
ProsperWorks CRM logo
 
ProsperWorks is a cloud-based customer relationship management tool that gives users complete views of their customers. The program is applicable to any industry, including advertising, distribution and real estate. The ProsperWorks... Read More
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ProsperWorks is a cloud-based customer relationship management tool that gives users complete views of their customers. The program is applicable to any industry, including advertising, distribution and real estate. The ProsperWorks... Read More
 
Base logo
 
Base CRM is the web and mobile-based customer relationship management (CRM) application that allows B2B and B2C sales professionals to manage sales, track leads and engage proactively with customers from anywhere. Base CRM features... Read More
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Base CRM is the web and mobile-based customer relationship management (CRM) application that allows B2B and B2C sales professionals to manage sales, track leads and engage proactively with customers from anywhere. Base CRM features... Read More

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BNTouch Mortgage CRM logo
 
BNTouch Mortgage CRM is a mortgage-specific CRM system that offers mortgage brokers and bankers alike a solution featuring marketing automation capabilities. The software offers features for each step of the mortgage process, from... Read More
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BNTouch Mortgage CRM is a mortgage-specific CRM system that offers mortgage brokers and bankers alike a solution featuring marketing automation capabilities. The software offers features for each step of the mortgage process, from... Read More
 
LeadMaster logo
 
LeadMaster is a SaaS-based all-in-one lead management solution that offers capabilities to capture, track and follow up with leads. The solution comprises of integrated modules for sales force automation, customer relationship management,... Read More
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LeadMaster is a SaaS-based all-in-one lead management solution that offers capabilities to capture, track and follow up with leads. The solution comprises of integrated modules for sales force automation, customer relationship management,... Read More
 
Freshdesk logo
 
Offering multi-channel customer support, Freshdesk brings together every customer conversation into a centralized interface, helping customer support agents address and resolve trouble tickets. Whether the interaction occurs over... Read More
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Offering multi-channel customer support, Freshdesk brings together every customer conversation into a centralized interface, helping customer support agents address and resolve trouble tickets. Whether the interaction occurs over... Read More
 
bpm'online CRM logo
 
Bpm'online is a process-driven customer relationship management (CRM) solution for marketing, sales and service automation. The solution allows companies to manage the customer lifecycle from lead to sales and to ongoing customer service. The... Read More
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Bpm'online is a process-driven customer relationship management (CRM) solution for marketing, sales and service automation. The solution allows companies to manage the customer lifecycle from lead to sales and to ongoing customer service. The... Read More
 
SalesNOW logo
 
SalesNOW by Interchange Solutions Inc. is a cloud-based customer relationship management (CRM) and sales force automation solution that allows sales teams, management and executives to manage aspects of sales cycle including contact,... Read More
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SalesNOW by Interchange Solutions Inc. is a cloud-based customer relationship management (CRM) and sales force automation solution that allows sales teams, management and executives to manage aspects of sales cycle including contact,... Read More

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Salesforce.com Service Cloud logo
 
Service Cloud from SalesForce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralize and optimize... Read More
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Service Cloud from SalesForce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralize and optimize... Read More
 
NICE inContact Hosted Call Center logo
 
NICE inContact is a SaaS-based call center software that helps businesses to maximizes the quality of leads and minimizes the cost of client interaction. The solution comprises of many features required to process inbound support requests... Read More
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NICE inContact is a SaaS-based call center software that helps businesses to maximizes the quality of leads and minimizes the cost of client interaction. The solution comprises of many features required to process inbound support requests... Read More
 
Supportbench logo
 
Supportbench is a cloud-based customer relationship management (CRM) solution suitable for businesses in a variety of industries. Key features include case management, calendars, analytics. Supportbench enables users to define escalations... Read More
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Supportbench is a cloud-based customer relationship management (CRM) solution suitable for businesses in a variety of industries. Key features include case management, calendars, analytics. Supportbench enables users to define escalations... Read More
 
Infor CRM (formerly Saleslogix) logo
 
Formerly Saleslogix, Infor CRM offers a flexible customer relationship management (CRM) system for managing relationships, information and CRM. It provides comprehensive capabilities for managing sales, marketing and customer service... Read More
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Formerly Saleslogix, Infor CRM offers a flexible customer relationship management (CRM) system for managing relationships, information and CRM. It provides comprehensive capabilities for managing sales, marketing and customer service... Read More
 
Help Scout logo
 
Help Scout is a cloud-based help desk solution that helps small businesses and small teams manage their customer relationships. Help Scout is designed to look like a personal email. There are no ticket numbers, case numbers or impersonal... Read More
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Help Scout is a cloud-based help desk solution that helps small businesses and small teams manage their customer relationships. Help Scout is designed to look like a personal email. There are no ticket numbers, case numbers or impersonal... Read More

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TeamSupport logo
 
TeamSupport is a B2B customer support software that helps teams collaborate together by eliminating miscommunications, improving customer communication and swiftly addressing client issues. TeamSupport has several key features that... Read More
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TeamSupport is a B2B customer support software that helps teams collaborate together by eliminating miscommunications, improving customer communication and swiftly addressing client issues. TeamSupport has several key features that... Read More
 
Anthill CRM logo
 
Anthill is a cloud-based customer relationship management (CRM) solution suitable for businesses of all sizes in a variety of industries. Key features include customer support, marketing automation, channel management and reporting.  Anthill... Read More
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Anthill is a cloud-based customer relationship management (CRM) solution suitable for businesses of all sizes in a variety of industries. Key features include customer support, marketing automation, channel management and reporting.  Anthill... Read More
 
Samanage logo
 
Samanage is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. Samanage offers comprehensive service desk functionality that helps businesses respond to service requests in... Read More
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Samanage is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. Samanage offers comprehensive service desk functionality that helps businesses respond to service requests in... Read More
 
Vivantio Pro logo
 
Vivantio is a service management solution that allows users to create custom processes that align with internal business operations. Key features of the solution include dashboards, charts, and reports, routing and assignments, and... Read More
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Vivantio is a service management solution that allows users to create custom processes that align with internal business operations. Key features of the solution include dashboards, charts, and reports, routing and assignments, and... Read More
 
Oracle Sales Cloud logo
 
Oracle Sales Cloud is a sales management application under Oracle’s umbrella of hosted customer experience (CX) products. An emphasis on modern interface design, simplified cloud-based implementation and a highly functional native... Read More
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Oracle Sales Cloud is a sales management application under Oracle’s umbrella of hosted customer experience (CX) products. An emphasis on modern interface design, simplified cloud-based implementation and a highly functional native... Read More

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Buyer's Guide

by Craig Borowski,
Market Research Associate
Last Updated: December 13, 2017


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:

What Is Mortgage CRM Software?
Common Features of Mortgage CRM Software
Evaluating Mortgage CRM Software
Mortgage CRM Software In the News

What Is Mortgage CRM Software?

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

Customer management screen in TeamSupport

Common Features of Mortgage CRM Software

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).

Evaluating Mortgage CRM Software

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:

  • Do you plan to host the software locally on your own servers or are you looking for a cloud-deployed solution?
  • Does the software integrate seamlessly with your existing LOS system for end-to-end loan visibility?
  • Does the software integrate with other existing legacy systems such as ERP or accounting?
  • Does your organization require a Web-based customer portal so customers can access loan applications and information online?
  • Does your organization require capabilities for multi-channel marketing (i.e., email, phone, direct etc.)?
  • Will you be producing and sending a lot of content and documents to send to customers?

Mortgage CRM Software In the News

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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CRM Software Pricing Guide

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Ten Steps Guide to Selecting the Right CRM Software

 

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