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 3 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 different contact information; 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 feature 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 users 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 Printers 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 countries leading mortgage companies and a
leader in Print on Demand.