Taylor, Bean & Whitaker Mortgage Corp., a national wholesale mortgage lender, has selected Customer Effective Inc. as its CRM software provider.

 

Customer Effective deals in customer interaction solutions based on Microsoft (News - Alert) Dynamics Customer Relationship Management. The company is a Microsoft Gold Certified Partner, CRM Consultant and Solution Implementer.

 

According to Customer Effective, the CRM system deployment involved data integration, business process streamlining and automation to sustain annual production volume of $35 billion and support the lender’s $3 billion asset total.

 

Company officials said that at the behest of Microsoft, Customer Effective embarked on the collaborative CRM project with TBW, building the CRM solution to meet the growing needs of the mortgage lender.

 

“It was a collaborative process from the start, and we could not have completed such a successful CRM implementation without the expertise of Customer Effective. We have always approached technology deployments differently. Customer Effective rose to the occasion and promptly adapted to our atypical culture, displaying a high level of talent at every stage of the business relationship,” said Cindy Janssen, project manager of TBW.

 

Scott Millwood, CEO of Customer Effective, said that Microsoft Dynamics CRM enabled TBW to upgrade their access to complete and accurate customer information, allowing the lender to offer uniquely targeted products and services.

 

“TBW clearly outlined their business process which made our approach to the CRM project much easier. We were able to integrate and convert their business data into a single, comprehensive source of information for all employees, giving them the tools necessary to remain a preeminent organization in the mortgage lending industry,” Millwood said.

 

With Microsoft Dynamics CRM, TBW uses key functionality to pull information from a number of data sources and systems and aggregates that data to present a single view to users.

 

Officials said that CRM reduces the number of required applications needed and serves as the company’s only record system for all customer data in client administration, client services and one group of insurance agents.

 

CRM, for mortgage lenders, enhances various aspects of the lending process with holistic views of a customer file created by collecting all enterprise data in one central location.

 

Officials said that this helps lenders implement intelligent up-selling and cross-selling tactics based on a clear understanding of customer data, increasing greater wallet share.

 

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