Customer relationship management (CRM) is an efficient, business-driven way to improve customer retention, by leveraging technology. When your customers are happier, they buy more of your product or service, and feel appreciated. A growing body of research has demonstrated the link between CRM and higher profits. Adding a mortgage CRM system to your existing business structure will help you react faster and deliver better results while streamlining your effort and increasing productivity.
The key to using a mortgage CRM software effectively is knowing how to use it to its full potential. Here are some tips for using a mortgage CRM software to improve your customer satisfaction:
1. Set goals for yourself and your team
Setting goals is an important part of any business plan. When you set goals for yourself, you can keep track of where you’ve been and where you’re going. This helps you stay on track and ensures that everything is going according to plan. You should also set goals with your team members so that everyone knows what’s expected of them and what their responsibilities are. This makes sure that everyone is working together efficiently toward their common goal(s).
2. Use the right tools for the job
There are lots of different types of CRM software available today—some are better suited for certain tasks than others are, so make sure that you choose one that fits with how your business runs! For example, if you sell products online then an e-commerce platform may be better suited than something like Salesforce because it has built-in features designed specifically for this type of company. However, for mortgages, you are going to want to utilize a mortgage CRM that has specific capabilities toward the mortgage industry.
3. Improve internal collaboration
Through automated communication tools like Slack or Microsoft Teams, collaboration with the team will escalate the workflow smoothly and everyone on your team can stay up-to-date with what’s going on with each customer at any given time without having to rely on email or other communication methods that are less efficient than chatting via chat software platforms.
4. Optimize the features
Use the CRM software to keep track of all of your customers’ contact information, including their names and addresses, phone numbers, email addresses, social media accounts, and financial information like their loan status or payoff amount
5. Create a database
This includes their name and address, phone number, email address, and any other information you may need for communicating with them. You should also include their social media handles if possible. These details can be saved in the form of a spreadsheet as well as in the CRM’s database so that you can refer back to them later on when needed.
6. Keep track of your interactions with each customer
A strategy to know what worked well during those interactions and what could have been done differently based on feedback from clients afterwards (such as providing better service). This will allow you to make changes accordingly so that future interactions go better than before.
When your mortgage company is able to give customers the kind of individualized attention that they need, they are sure to develop a loyal clientele. Using a well designed CRM tool is the first step in this process. Find one today in order to improve your customer satisfaction and make more money.