Article Summary: Jesse Decker Reveals Servicing’s Secret Superpower with MortgagePoint Magazine
The fast pace change in markets, regulations, and customer expectations has altered mortgage servicing. This once rigid, transaction-focused industry has evolved to be dynamic and customer-focused. In an article for MortgagePoint ’s September Magazine, Sagent’s EVP for Customer Success Management, Jesse Decker unpacks what cultivates and drives innovation in this industry, while being a cornerstone of business growth, and that is the power of customer success.?
The Shift from Reactive to Proactive Servicing?
Old-school servicing was reactive. Servicers responded to customer inquiries, managed payments, and dealt with issues as they came, making long-term customer experiences barely a concern. Fast-forward to now — today’s homeowners have and demand instant gratification and expect seamless personalized experiences, requiring servicers to be more proactive than ever in anticipating their needs.?
To help create that proactive approach, Sagent is dedicated to leading the charge with the right technology where servicers can deliver a tailored [and instant] solution for the problem before the customer even knows it exists.
This could look like using predictive analytics to identify unaware homeowners who are at risk of default. For Sagent, this means building technology that’s scalable, able to leverage emerging AI technology, and easy to use, such as Sagent’s Dara — an industry-first, end-to-end mortgage servicing platform that unifies all data and user experiences for servicers and homeowners.?
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Education is Key to Customer Success?
Servicers have learned that providing relevant, timely education about homeownership for their customers is at least as important as what originators offer during the homebuying journey.??
Sagent facilitates self-serve education in CARE (consumer platform), which lets servicers deliver educational content to homeowners on any device, and it will only get better in the next-gen platform, Dara Consumer. Sagent also provides fun educational opportunities to customers including IGNITE (annual user conference) — a unique opportunity to enjoy face-to-face collaboration on the big picture.?
What’s most important is that Sagent understands it’s doing business with humans — not just companies — so when we treat them that way and nurture relationships, the resulting partnership and collaboration empowers its mission to transform America’s $14 trillion servicing industry.?
Customer Success Drives Innovation??
Servicers have a keen interest in keeping homeowners in their homes. More than just a business model, their focus on customer delight is the law of the land, like in the case of the CARES Act. CARES required servicers and tech providers to adapt in real time to new ways of assisting customers during a pandemic. Sagent enabled its customers to deliver on the CARES Act provisions on day one, and we’re proud to have set that precedent. But we won’t settle for building compliance solutions just in time — we’re out to build the future of servicing with Dara.?
Sagent’s Customer Success Division is committed to ensuring its customers receive the value they expect (and deserve) from its products and services. Be sure to check out Jesse’s full article here and reach out to the team with your questions.?