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Unrivaled Customer Service 1Info-Pro Lender Services
WHAT IS UNRIVALED CUSTOMER SERVICE?
Unrivaled Customer Service 2Info-Pro Lender Services
What Is Unrivaled Customer Service?
Many organizations will tell you that they have superb customer service, but if you ask most consumers if they could recall the last time they received outstanding service, they would likely shrug and be unable to remember.
That’s because, unfortunately, excellent customer service is the exception not the rule. Many companies “talk the talk” about great customer service, but they don’t “walk the walk” and put into practice what they preach.
Info-Pro Lender Services is one such exception that does offer unrivaled customer service by generating trust and developing long-term partnerships. This is accomplished by a multi-pronged approach that includes education and training, continuous communication with customers and a superior technology platform that is intuitive and easy to use. The numbers back this up as the organization has surveyed its customers using the Net Promoter Score for the past three years. The most recent survey of its customers provided a NPS score of 66—exceeding that of competitors. The escrow process service received a score of 73.
Consulting Not Selling
Info-Pro works with banks and credit unions to mitigate risks, cut costs and build efficiencies in their real estate loan portfolios, but more on that a little later.
The first step in unrivaled customer service is to take a consultative rather than a traditional sales approach. This approach is a process of discovery, which becomes evident during on-boarding with a new customer, says Becky Harmsen, director of client services and support.
“We come together with the customer to come up with a solution. It may or may not include one of our products or services,” she said. “It can include customized training. We try to customize the solution to the unique needs of the customer.”
The traditional sales approach leads with a product, which provides a demo and explains all of the bells and whistles. The focus is on selling but not necessarily coming up with a solution to a problem. The customer has to ask: How does this product fit into my operation?
Customized training helps customers learn the technology platform. With prospective customers, Info-Pro asks: What is the lender trying to accomplish? What is the ideal
We come together with the customer
to come up with a solution.”
Unrivaled Customer Service 3Info-Pro Lender Services
state? What are they expecting? Then by working with the customer, a solution is presented.
“We do our on-boarding with training. There is the initial training, then final training, then quarterly training on how to use the system. We also offer customized training upon request. For example, if a lender calls and wants to know how to use a specific report; we will schedule a webinar or one-to-one customized training at no extra cost,” Harmsen says.
Training is provided in stages to avoid overwhelming the customer with too much detail. The first training is an introduction of the business, system and technology platform. A second training focuses on functionality and how Info-Exchange can help with uploads, customized reports, email notifications of search completions and other similar needs. This training is typically after their portfolio is in the system and the customer can view actual examples of how to access data, process exceptions and run reports for their business needs.
Info-Pro uses a Sequence of Events process that tracks all communication with the customer that starts with onboarding through all steps that follow so that there is an orderly progression and communications aren’t repeated. Having to repeat concerns and questions is a complaint that is often heard about a number of organizations; leading to the question: if a customer’s concerns are ignored, what else is left out of the equation?
Tech Platform Is Foundation of Customer Service
The financial services industry continues to be dominated by technology that is constantly evolving. It is essential that a vendor’s technology platform is easily understood and used by all types of customers—especially those with limited technical skills.
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The foundation of Info-Pro’s customer service experience is the technology platform’s capabilities and ease of use.
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The platform has been developed and enhanced with user feedback.
Feedback from customers, for example, helped to develop and enhance the technology platform, Info-Exchange. “We ask questions and customers provide
Unrivaled Customer Service 4Info-Pro Lender Services
suggestions for enhancements to our system,” says Mark Daniels, SVP of sales.
“Customers may ask other vendors for enhancements, but the vendor says: here’s what it will cost. We’ll review the suggestions and if it makes sense to our customers and there is a benefit, we’ll add it to our system with no cost to our partners,” he says.Customers requested, for instance, customized reporting where they could pick the fields that they wanted. They also wanted to be able to send a billing letter from the Info-Pro client site. These were enhancements that were added with no cost to customers. Info-Pro also maintains a database of all tax agencies with due dates and
upcoming deadlines.
Intuitive Info-Exchange
Technology can be difficult to understand for consumers and employees who aren’t well versed
in the field. Sometimes it seems as if engineers develop technology with as many bells and whistles as possible that only another engineer can understand or use. Because Info-Exchange was developed in partnership with users, the result is a platform that is easy and intuitive to use, according to Merri Smith, VP, product innovation.
“We design the menus, page layouts and processes with the user in mind, with the goal of making everything as easy and efficient as possible,” she says. “Some examples of this would be the multitude of reports and customizability options, lenders are able to easily generate any set of data they are looking for, whenever they want.”
Users also have the ability to generate delinquent letters and statements through a general template or custom text format. Within Info-Exchange, detailed information for each loan is laid out in an easily readable format and lends itself to viewing in-depth parcel information, delinquent and escrow details or resolving discrepancies, says Smith.
Users can customize the fields and obtain reporting in real time, which allows the lender to generate reports at any time, avoiding the need to request and wait for them. Customizable reports also allow lenders to tailor them to their particular needs and internal processes.
A lender, for instance, may want to filter the report information and assign it to the loan officer or division in charge of those loans, or they may want to generate escrow reports based on certain codes that they assign within their own system or within certain geographies. The custom fields allow the customer to use a number of fields for whatever they choose to track with the parcel such as collateral codes, delinquency note and loan type.
We’ll review the suggestions and if it makes sense to our customers and there is a benefit, we’ll add it to our system with no cost to our partners.”
INFO-EXCHANGEFREQUENTLY ASKED QUESTIONS
Info-Pro Lender Services
Is Info-Exchange a software solution or is it web-based? Info-Exchange is a web-based system.
Is Info-Exchange a secure site?Info-Exchange is hosted and managed within redundant data centers managed by a
world-leading provider. These data center operations have been accredited under:
Is there any charge for Info-Exchange training? There is never an additional charge for training once you become a customer with
Info-Pro. We work with you to offer tailored training during the onboarding process as
well as over the course of our relationship. In addition to these tailored trainings, we offer
of in-person or virtual customer conference where we discuss any pressing training items.
What does an outsourced insurance tracking program look like?matching up mail to loans, sending out all notices and borrower communication, placing
appropriate coverage on uninsured collateral, and receiving inbound phone calls, etc.
Info-Pro gives the lender the tools to manage the process through online access to the
system.
How often is the information on Info-Exchange updated?Info-Exchange is updated on a daily basis as new information comes in from the
tax agencies.
Info-Pro Lender Services helps residential, commercial and agricultural lenders of all sizes minimize risk and cost while
improving efficiency when servicing loans, allowing them to focus valuable time and resources on growing the business.
We do this by providing real estate tax, flood determination and property insurance monitoring services that give lenders
the information they need to service loans and achieve compliance.Info-Pro Lender Services1325 S. Main Street, Fond du Lac, WI 54936-1501
888-393-0393 [email protected] more at www.info-pro.com
INFO-EXCHANGEInfo-Pro Lender Services
INFO-EXCHANGE PROVIDES:
Info-Pro Lender Services helps residential, commercial and agricultural lenders of all sizes minimize risk and cost while
improving efficiency when servicing loans, allowing them to focus valuable time and resources on growing the business.
We do this by providing real estate tax, flood determination and property insurance monitoring services that give lenders
the information they need to service loans and achieve compliance.
Info-Pro Lender Services
1325 S. Main Street, Fond du Lac, WI 54936-1501
PHONE 888-393-0393
FAX 920-924-9219
EMAIL [email protected]
WEB www.info-pro.com
Info-Exchange provides users with
a superior web-based platform to
monitor and process real estate
tax payments. Info-Exchange was
built with customer input and
their feedback continues to drive
our enhancements.
888-393-0393 or via email at [email protected]
An additional advantage for most financial institutions is the increased security and
availability that the platform provides compared to managing the process internally or
with other providers. Info-Exchange was built exclusively for the financial services industry
and uses innovative technologies to ensure data is protected and highly available.
Unrivaled Customer Service 5Info-Pro Lender Services
Info-Pro’s unrivaled customer service requires continual communication with customers and a technology platform that is intuitive and easy to use. It also calls for a reliable metric such as the Net Promoter Score to evaluate the effectiveness and continuous improvement of its customer service.
Chad Raube CEO & President Info-Pro Lender Services
ABOUT INFO-PRO
Info-Pro Lender ServicesInfo-Pro Lender Services offers a variety of products that would complement the product mix credit unions are looking to achieve. Their primary services include real estate tax monitoring, escrow processing, flood determination, homeowners insurance monitoring services.
Info-Pro already uses technology that this paper has proven as crucial to staying competitive in today’s marketplace. Some examples of this technology include systems to identify delinquent taxes, a successful track record working with the Loan Origination Systems, and the ability to reduce foreclosure risks and audit problems.
The Info-Pro Advantage feature offers the combination of passionate customer service and unmatched technology to protect your financial portfolio.
For more information, visit www.info-pro.com. Contact Info-Pro Lender Services at 888-393-0393 or [email protected].
