Why Aligning Origination and CRM is key to Growing your Mortgage Business – Brought to you by nCino

Abstract

A re-occurring challenge we hear from our clients is that transformation agendas - and the underlying technology required to achieve desired results - are solely focused on origination and servicing platforms. These systems only manage the product lifecycle, and very rarely focus on the end-to-end picture: optimally managing customer interactions. This is why aligning origination and CRM platforms creates stronger business value and a more delightful customer experience. Understanding where people are in their customer journey has more of an impact than most people think. When data plays a big role in understanding that, CRM platforms can have just as big of an impact on a bank's growth objectives as origination and servicing. If you know where a customer is in their journey, you can create the right experience at the right time to have a bigger impact on the main product being purchased, as well as serve ancillary needs such as home insurance. This is where lenders have an opportunity to deliver an industry-leading customer experience.