Medallia Xchange

Retail Banking: New Loan Experience

By: apps

Retail Banking: Mortgage & Lending

Business Impact

Increased customer satisfaction and deepened loyalty
Accelerated innovation by identifying process issues quicker
Greater cross-functional collaboration by bringing the customer voice to all team-members
Improved visibility across each stage of the loan origination journey

Overview

Applying for and opening a loan is a moment of truth for customers that can deepen or destroy loyalty. Today, most loan origination journeys span multiple channels, touchpoints, and teams. Optimizing each stage of the journey, from research through closing, ensures that the loan origination experience is one that creates loyal customers. Loan Origination Experience provides lenders with insight across all stages of the journey and across the teams involved in the origination process - including loan officers and operations teams. Pre-built alerts and workflows ensure that feedback is shared across the organization and is used to coach customer-facing team members, identify process issues in the back office, and recognize those individuals who go the extra mile for customers.

APP TYPE: Program

SUITE: Customer Experience

INDUSTRY: Banking

LANGUAGES: EnglishFrenchGermanSpanishPortugueseJapaneseItalianCustom Translations Available

WHAT'S INCLUDED:

End of journey survey template covering key touchpoints in the loan origination process, including research, pre-approval, document collection, closing, and feedback on their loan team
Triggering and sampling rules to prevent survey fatigue across customer touchpoints
Real-time web and mobile dashboards for loan officers, loan processors, managers, senior managers, and program admin and insights roles
Additional dashboards covering each stage of the journey, along with dashboards empowering frontline loan officers and processors with direct visibility into their own feedback and performance
Alerts covering promoters, at-risk customers, low satisfaction with a team member, and missed closing dates, along with supporting workflows, and response templates
Text analytics to identify themes and trends across all loan origination feedback with the use of AI and machine learning

apps

About This Provider

Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the No. 1 enterprise experience platform, Medallia Experience Cloud is the experience system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment. Learn more about our values.

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