Business Challenge – Improving Employee Productivity and Customer Satisfaction
United Wholesale Mortgage (UWM), a wholesale lender company, was experiencing rapid growth. They needed to find a new system to accommodate changes and better meet their business needs. A top priority of theirs was to find a way to monitor all of their salespeople’s productivity while also tracking clients’ desires.
Previously, the client services team at UWM was divided into phone, chat, and case teams. Due to the unequal demand across each team, this method proved to be highly inefficient. UWM was looking to enhance agent productivity and improve response time throughout each platform.
Software Solution – Upland InGenius Solution
For combining voice and case channels, UWM chose to implement InGenius Connector Enterprise with Salesforce Omni-Channel. This blended integration approach made it possible to create a unified team of agents to help manage all cases.
Prior to using Upland InGenius, it was difficult to locate notes at UWM. Now, within the InGenius user interface, they are able to easily track and manage every call and chat. In addition to this, by keeping track of each interaction, they are able to stay organized. This also allows them to better meet their clients’ needs. A UWM rep can easily access notes and records at any time, which improves efficiency and saves much time.
With the help of Upland InGenius Blended Agent and Salesforce Omni-Channel, all of UWM’s customers can expect to recieve excellent and consistent services. Because of this, customers have much shorter wait times. Whether they are reaching out to UWM multiple times or transfered to another representative, customers don’t have to spend additional time repeating information.
By seemlessly connecting departments, Upland Software makes it possible to boost agent productivity and increase customer satisfaction.
Partnering with Upland InGenius made it possible for agents to handle 50% more cases each day. They can also enhance their Net Promotor Score (NPS) by 23% after implementing a blended agent solution.
Improve Agent Efficiency
UWM used Upland InGenius to make it easier for client services teams to develop and access their client records. They can also provide the best service available. Using this software enables each UWN agent to manage chats, calls, and cases. UWM agents now handle nearly 35 total cases each day. This is a 50% increase from their prior maximum output.
The integration between Upland InGenius and Salesforce was so effective that it made it possible for agents to provide a much faster service level agreement (SLA) in case resolution. Before implementing Upland InGenius, 30% of the cases wouldn’t meet the 3-hour SLA. This was often difficult to solve within a day. However, employees can now return a non-automated response to the customer within an hour and resolve the case within 3-hours with a 100% success rate.
Enhanced Business Offerings
The team at UWM also used call wrap-up codes for tracking and organizing calls. It also provides them with information to generate monthly reports to identify any pain points within the organization. Tracking all of these calls allowed UWM to realize that they receive 600 calls each month related to a specific term within their mortgage agreements.
After listening to feedback from clients and making a few changes to the mortgage agreement, they were able to only receive 20 calls each month on a specific term. This was a 97% decrease. Tracking all of these calls made it possible for UWM to simultaneously decrease call handling time, which kept customers happy. All of this data is now tracked in Salesforce. This makes it simple to decide on what to focus on and if any changes need to occur to serve each customer better.
Top-Quality Customer Service
Implementing Upland InGenius made it possible for UWM to quickly access records of each client and any prior interactions that can be drawn upon. Computer telephony integration (CTI) makes it possible for employees to begin each conversation very friendly, without searching for details. Staying familiar with each customer is critical to UWM in achieving all of their goals for building meaningful relations with each client.
These improvements within the past two years allowed UWM to increase its NPS score by 23%. Making all of these changes was a worthwhile investment for UWM in helping them boost employee productivity and improve customer satisfaction. The future will only continue to look even brighter with the help of this software solution.