We at BNTouch are constantly trying to find ways to maximize the utilization of our Mortgage CRM by Loan Officers. Certain percentage of LO’s are overwhelmed during the CRM training and at times forget basics when the time passes. That mostly happens with users due to lack of time and composure to learn the system, complexity of setup or lack of technical skills. We offer a set of tools for “Soft Learning and Engagement” that will help companies get the most out of our system and engage most of their LO’s in active use of the system.
During the implementation process we want to engage our users in Soft Learning of the system. That means that users learn basics via regular training and then we provide users with tools that will effectively complete the learning over time.
Soft learning of BNTouch Mortgage CRM requires following steps:
1. Basic navigation training
2. Marketing Control Center setup by Marketing Admin
3. Setup of base campaigns and triggers by Marketing Admin. We recommend to centrally setup following campaign types for Mortgages and Partnership databases:
a. Birthdays and Holidays
b. In-Processing Status Updates
c. Post Funded and Previously Funded
d. Client and Partner Portal Invitations
e. Newsletter
f. Turned-Down
g. Website New Lead Campaign
Once the steps above are completed, we can enable following tools that will engage LO’s to greater utilize our CRM system. Following self-explanatory informative emails/push notifications will be providing more information on the database state and CRM usage.
1. Daily Digest Report
(can be enabled under Administration link > Notifications tab)
Provides daily report sent to email on account with pending and missed tasks, upcoming birthdays, pending campaigns and pending assignments from other accounts.
Allows to click-to-login to CRM.
2. Marketing Status Report
(can be enabled under Administration link > Notifications tab)
Marketing status report is sent every Thursday with following actionable items. User can view statistics for a number of metrics, compare it to previous week and click to perform actions in CRM. The idea behind this report is to have users add more records into their database, start more campaigns and invite more people to download portal apps which will translate into more sales down the road.
Please see the screenshot of the report below.
3. Processing Status Report
(can be enabled under Administration link > Notifications tab)
This is a daily report that is sent in the morning. This report shows a detailed list and statistics of records that are currently In-Processing. This report is customizable for each user. User can add additional fields to the report in case they have a specific process or item that needs to be tracked.
The purpose of this report is to keep the user or their assistant up-to-date on the in-processing status of their active files.
User can click-to-login and click-to-visit borrower record from this report.
4. Prosonweb Portals and Apps Notifications
If the automated invitation campaigns are setup for borrowers and partners to visit portals and install portal apps, users will start getting notifications about user comments and document uploads.
Notification emails have click-to-visit borrower or partner records links.
5. Email Campaigns Steps
The steps to “Self” should be setup in a number of campaigns such as “Previously Funded” or “In-Processing”. Those campaigns will be sending emails to users reminding them about certain events in the system such as Loan Anniversaries, New Processing Statuses etc.
Notification emails can have click-to-visit borrower or partner records links if setup in campaign step.
6. Push-Notification to BNTouch App (Coming October 2014)
Similar to Email step, the Push-Notification steps deliver the message via push-notification to the BNTouch App installed on LO phone.
Push-notifications will have click-to-visit borrower or partner records links that will open record in the mobile app. That will quickly allow user to call or email client or partner.
7. Website New Leads Notifications
Users will get a notification email from the new lead campaign that will provide information about new lead along with the link to it in the system.
8. Marketing Control Center Notifications
Marketing Control Center (MCC) provide an easy-to-use marketing interface for users to easily chose campaigns they want to keep and those they do not want to send to their database. It is also possible to allow them to make edits to individual steps that will only affect their account.
When admin adding new campaign or step to the MCC, he or she can create a notification that will be sent to all users that are currently using this campaign informing them about an update. In that email, users will be able to block the campaign or step without logging in to the system.
9. Outlook Integration / Calendar Publishing
Every user should integrate their calendaring solution with bntouch’s calendar. That will allow user to see tasks created in bntouch right in their main calendar.. The tasks can be auto-created in BNTouch as part of the Post Funded or Follow-Up campaign or in a team environment a task can be created by a team member.
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Advanced Trainings
For users who are wanting to learn more about the system, there should be weekly group trainings available that will teach them more advanced usage of the system. The areas of those advanced training will depend on company setup and access policies.
