This is a relationship-based business, which is why I’m always confused when companies shutter marketing and client relations when conditions get tough. They should be doing the exact opposite if they want to stay alive. Juyst look at LRES. This national provider of residential and commercial valuations and asset management for the mortgage, banking, credit union and real estate industries, announced the expansion of its client relations division to increase client care and process efficiency to accommodate the influx of new client accounts.
As part of the expansion, LRES has allocated additional resources toward the client relations division, adding more budget and personnel to support increased customer communications and additional client visits, calls and client-facing promotional activities.
Under the expanded client relations division, a new initiative was developed called the LRES 360 Program, which involves an increased and more strategic focus within the first 360 hours a new client comes on board. During this time, the client relations division works heavily with the operations and management divisions to ensure a smooth client onboarding process, tracking all new orders for appraisals to ensure they are processed and placed in time, following up with appropriate vendors to ensure they are fulfilling their duties, checking in on an hourly basis with operations to ensure all deadlines are met and confirming with clients that all completed orders have been seamlessly delivered.
“LRES’ customer service is beyond compare,” said Erica Nunez Aguirre, appraisal department manager at Broadview Mortgage Corporation. “Their timeliness and accuracy allows us to focus on our daily operations and core competencies.”
On an ongoing long-term basis, the expanded client relations division will place its additional resources toward more opportunities to connect with existing clients, increasing number of phone calls, visits, meetings, etc. The restructured approach has allowed the department to handle additional inventory and give more undivided attention toward all clients, no matter the size.
“In order to accommodate our growth while ensuring that each and every client is getting the proper attention deserved, we added the strategy and the infrastructure in place that supports improved client relations,” said Roger Beane, CEO of LRES. “LRES is committed to its goal of being the business partner of choice, and our expanded client relations division greatly increases efficiency to better serve our new and existing clients.”
About The Author
Tony Garritano is chairman and founder at PROGRESS in Lending Association. As a speaker Tony has worked hard to inform executives about how technology should be a tool used to further business objectives. For over 10 years he has worked as a journalist, researcher and speaker in the mortgage technology space. Starting this association was the next step for someone like Tony, who has dedicated his career to providing mortgage executives with the information needed to make informed technology decisions. He can be reached via e-mail at email@example.com.