Case Study: National Mortgage Company
Addressing the need to keep Account Executives armed with
up-to-date resources
The Opportunity
A large and fast growing residential mortgage lender was looking
for a way to keep its field Account Executives (AE's) empowered
with the most up-to -date tools. The challenge was an
ever-changing marketplace that required the constant update and
change to marketing collateral. This challenge coupled with the
companies fast growth; 600 AE's in the field and a growth rate of
10-30 new AE's being added every month, made a perfect opportunity
for a Print on Demand Fulfillment Solution.
Designing a Solution
In response to this challenge, the client asked The Dot Printer
Fulfillment to help identify a complete solution that would achieve
the following:
1. Create a web portal AE's would use for all
marketing material needs
2. Reduce process cycle time
3. Maintain the highest degree of quality
4. Guarantee new AE's would receive materials
overnight
5. Guarantee AE's would receive materials in 1-5
days
To design and implement an effective solution, The Dot assembled
a cross-functional team of operations experts and skilled web and
IS technicians. The solution had to address three main areas of
concern: 1) Each user operates in different states with different
laws and loan guidelines; 2) Account Executives often have multiple
in-house Account Managers serving different groups of customers;
therefore, marketing materials needed variable data (i.e.:
different contact information) to properly serve each target
market; and 3) Users needed to be limited by daily, monthly,
quarterly and annual allocations on certain items based on user
access level.
The site that was developed allowed each user to customize
corporate-approved, branded collateral to their profile.
Personalization included the basic and advanced features. Typical
items include contact name and information, as well as AE's photo.
More advanced features allow the AE to drop in their AM's
information from a One-to-Many relationship and customize the legal
and loan amounts for the specific state/region the material will be
used. Additionally, users could order from a large catalog of
standard support items, like folders, binders and premium
items.
The Heart of the Solution
Web-enabled Print on Demand. This allowed print
flexibility, created a far more useful communication piece and
allowed a reduction in standing inventory reducing overall costs
and freeing up needed warehouse space.
Web-based Tracking. The last tool needed was a way to
allow the users to thoroughly track all orders and shipments
through a Web-based tool. The Dot developed an innovative tracking
solution using MS SQL technology and XML. The database captures
data from various shipping systems across multiple carriers. Data
is stored and can be called upon by the original user, the user's
Account Manager or an administrator. With this tracking capability
in place, The Dot can verify the details of every step of the
process from request generation through actual delivery.
The Bottom Line
The Dot Printer's Print on Demand Fulfillment provided some very
clear deliverables:
1. Produced over 2.2 million documents in the first
9 months of use
2. Allowed our customer to stop spending energy on
the execution of the tools and focus on the message and content of
those tools
3. Created a successful and strong partnership
between one of the country's leading mortgage companies and a
leader in Print on Demand