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BREAKTHROUGHS
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Case Studies
FINANCIAL SERVICES – MORTGAGE BANKING
Improving Customer Satisfaction and Investor Confidence
A leading mortgage banking firm whose clientele includes many borrowers who have been disqualified from traditional loan sources wanted to improve customer satisfaction and increase investor confidence using Six Sigma methodology.
Full Case Study>> (PDF:784K)
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Results Driven
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Improving customer response time by 350%
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Increasing loan retention by 20%
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Reducing abandoned call rates to 4%, down from 12%
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Eliminating process redundancies by 66%
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Eliminating $21 million in risk exposure
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