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When Certainty Home Loans rolled out CMPS Institute’s Customer Relationship Management (CRM) & Technology Platform to the company’s 200+ loan originators and loan officer assistants in June 2017, we were well aware that we were launching in the mortgage industry’s “busy” period. Naturally, we wanted to make the rollout as easy as possible; getting staff quickly trained and using the CRM as part of their daily business.
Before launch, Christy Soukhamneut, SVP of National Sales Performance for Certainty Home Loans worked closely with Gibran Nicholas, CEO of CMPS Institute, to develop a multifaceted implementation strategy that incorporated both internal and external resources.
Not only was the implementation strategy deemed a success company-wide, but within three months of the roll-out, Certainty Home Loans was able to achieve 70%+ user adoption rates, as defined by users who are logging in to the system at least weekly. According to research from leading mortgage industry consulting firm, STRATMOR Group, these results are significantly higher than industry averages for this type of enterprise-wide software solution.
Here are a few of the strategic elements that drove adoption of the technology and achieved increased business for loan officers within the first three months:
For additional insights, get your free copy of the white paper Eight Ways to Improve User Adoption of CRM and Other Technologies.
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