RMF Improves Their Contact Center Without Breaking the Bank

About Reverse Mortgage Funding (RMF)

Managed by a team of industry veterans, Reverse Mortgage Funding™ (RMF) offers a full array of Home Equity Conversion Mortgage (HECM) loans, plus the expertise to help homeowners understand and navigate the entire process.

“Contivio promised to deliver qualified agent routing, and they really came through.”

~ Dan McDermott
Consumer Direct Channel Leader

At a Glance

Website: reversefunding.com
Industry: Home Equity Conversion Mortgages
CRM: NetSuite
Customer Since: February 2014
Why Contivio:

  • CRM Implementation
  • Blended Functionality
  • Scalability

Challenges

  • Needed to ensure calls were going to the most qualified agents
  • Didn’t have NetSuite integration, so everything was manual
  • Needed a blended solution for both inbound & outbound

RMF’s goal is simple: enhance the immediate and long-term lives of their customers through great service.

One of RMF’s core requirements was to implement a Contact Center solution with dynamic NetSuite integration capabilities. For every demo they attended, providers were asked to “strut their stuff” and highlight key traits that separate their integration vs. competitors. After a quick demo of Contivio’s patented CloudConnect, Reverse Mortgage had found their match.

“CloudConnect provided us with the flexibility to configure our NetSuite integration to maximize daily efficiency for our agents.”

~ Dan McDermott
Consumer Direct Channel Leader

Solutions

  • Inbound & Outbound Blended Functionality
  • Priority & CRM-Adaptive Routing
  • CRM Screen Pops & Post-Call Updates

In the high paced industry of home mortgages, Dan stressed how vital it was for his contact center agents to boast blended functionality for both inbound & outbound calls.

Although the majority of RMF’s calls are outbound, the capability of routing inbound calls to qualified agents is essential for their business to function, and for them to provide the best customer service for their customers. He put it best when he said, “Contivio promised to deliver qualified agent routing, and they really came through.”

With RMF’s current configuration, when an inbound call comes in, Contivio automatically queries NetSuite to identify the correct account representative and routes the call accordingly.

In addition to their CRM adaptive routing, they are also using Contivio to screen pop the customer’s information in NetSuite for the rep, and pushing all post-call updates, dispositions and recordings back into the CRM.

Results

With business booming, Dan’s team continues to grow in parallel. By next year, he anticipates his team will double in size, as such, they searched for a solution with on-demand scalability. With Contivio, operations and creating new agents takes mere minutes and can be adjusted on-the-fly.

Reverse Mortgage Funding made a commitment to move forward with Contivio and has been benefiting from improved customer service and increased efficiency ever since.

More Case Studies

Alton Lane

Extra Space

Elevate your Sales
Transform your Business