COMMENTS & ANALYSIS

CapitalMAC Brings Microsoft^® Customer Relationship Management (CRM) On-Line

One of the precursors to any commercial mortgage company’s success is to provide dynamic customer service to their clientele, and have them walk away from the experience saying, “Wow, this exceeded my expectations! Not only would I be happy to come back again and do business with this firm, but I also want to go out and tell all my friends and colleagues that they should be using these services, too!”

Like many other mortgage companies, CapitalMAC based in Miami Florida, has been riding the crest of a wave of commercial purchases and refinancings set off by historically low interest rates. Not content to rest on its success, CapitalMAC sought a customer relationship management (CRM) solution to add to an already impressive array of technology.

Benefits
Easy Access to Information

The company's primary objective in implementing CRM was to leverage this and other technologies to streamline the mortgage process, which would allow the company to reduce processing times, decrease costs, and provide better service to its mortgage customers. CapitalMAC™ decided to implement Microsoft Business Solutions CRM.

Fast Processing Times and Significantly Reduced Costs

"Microsoft CRM integrated completely with our existing technology, enabling our staff to get the results of a loan decision quickly and on the fly," says Julian Stevens, the company's CFO. "In the mortgage business, everything's about shaving time off the processing of a loan. For every day we can close a loan sooner, our costs go down, and that translates into customer savings."

Improved Customer Service

A secondary benefit to faster loan processing times is better customer service. "In a highly competitive market, consumers equate time-savings with excellent customer service," says Stevens.  "With a shorter process, Borrowers have less time to worry about one of the most stressful things they'll ever do — which is taking out a mortgage. Clients and Commercial Real Estate Brokers absolutely love being informed in such a quick time about loan approvals."

At CapitalMAC™, we believe our unique financial planning approach to providing complete customer solutions is the core asset we bring to our clients. If you would like to learn more about how the CapitalMAC™ Team can help you achieve your financial goals,   Let's Talk >.