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Loans firm standardises on Salesforce.com

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5th Apr 2007
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Online lender E-Loan has standarised on Salesforce.com to create a customer communications hub.

E-Loan can now track customers and supply chain data from its loan origination system within its Salesforce applications which provide a platform for handling critical customer-facing interactions. Loan consultants have easy access to real-time loan customer communication status, and management has a complete view of its communications pipeline.

"Our trained loan consultants serve dozens of customers at a time through numerous methods of communication,” says Jay Shah, chief information officer at E-Loan. “We are always looking for better ways to help them manage these interactions so that they can most effectively communicate with our customers and provide them with the high level of care for which E-Loan has become known."

"Salesforce and the Apex platform easily integrated with our existing systems and helped us utilise legacy system data so that our loan consultants have a real-time view of their customer pipelines, can fully utilise all of the individual customer data and are prompted to make the next step to keep our customers apprised of their transaction status."

E-Loan uses workflow rules in Salesforce to schedule loan consultant communications tasks automatically based on ongoing updates to loan transaction data. Loan consultants are prompted by Salesforce to call customers to lock rates, schedule appraisals, and follow up on late documents, among other activities. As a result, less time is wasted between activities and the overall transaction process is significantly shortened.

"Being proactive helps us close deals faster and also ensures our customers are receiving timely and accurate service," adds Shah. "We anticipate these improvements will enable us to support a greater number of customers as our business grows, without having to add more resources or sacrifice the quality of our customer communications.”

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