Improving the Customer Experience
Servbank is a mortgage servicer that was committed to “grow happiness” for its customers and help them "own a piece of the American pie" by offering a one-stop solution for all their homeownership needs. This meant that a large part of their customer experience revolved around the speed and efficiency of their customer care team.
The team’s biggest challenge was servicing large spikes in account-related calls that coincided with payment due dates at the start of each month. Despite the simple, easily solvable nature of the calls and the availability of an online payment option, the overwhelming volume resulted in many customers’ issues going unresolved.
Customer reviews also revealed problems with payment processing and frequently lost paperwork. In addition, they showed that customers expected faster email responses, believed that Servbank was not working around customers' schedules for inspections, and were unsatisfied with outcomes involving recurring payment cancellations.