Making Southeast Financial Responsive
- Fast turnaround on underwriting is an engine of growth for Southeast Financial.
- Keeping the process moving requires tight communication and collaboration, powered by RingCentral Office and Glip.
- Higher risk, higher dollar loans require manual underwriting, but we are striving for efficiency.
- Where competitors take two or three days to respond to a credit application or fund the loan, we want to get the customer back a decision within the same day they apply.
- That is where RingCentral Office and Glip are valueable.
Why communication is essential
- One of key components of making it work is the ability to communicate effectively with employees,
- That means tight coordination across his team, including customer, lenders, or employees
- Southeast Financial staff has grown from two to almost twenty employees.
Southeast Financial uses aggressive search engine optimization to drive traffic to pages for specific keywords, like “RV Loan” or “Motorhome Financing and guide visitors straight to the credit application.
- Examples For Southeast:
- For example On loans $50,000 we could require additional underwriting before sending loan documents to the customer. In practical terms, that means Wesley personally reviews the documents like red flag, title etc.. for the loan, which insures against the risk fraud. Loan Rep can use Glip to assign a task saying this loan is ready for review If Wesley needs the loan officer to collect additional information, he may assign a task back to them, along with a message detailing what needs to be done. The benefit is transparency: The team always knows where an application is in the process and what work must be done to complete it.
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- Glip Tasks are particularly valuable for the underwriting process, a lot of what we’re doing is exchanging the status of an application.
- Front office can use Glip to assign a credit application saying this credit application is ready for ,,, review.” (and I could integrate google spreadsheet and automatically record time assigned, to what rep, customer info etc.. If that loan officer needs additional info or documents to submit to the bank they invite the customer as a guest to collect additional information,
- The loan officer can also assign a task the loans they think they can not get approved to another department like subprime, credit repair and at the same instance let Wesley know whats going on so he can be looking at the deal also for credit repair or subprime review instead of laying them on his desk , along with a message detailing why they could not work the deal etc.. and what needs to be done.
- The benefit is transparency: The team always knows where an application is in the process and what work must be done to complete it.
- Glip “really allows us to have that time window, which is unique, The faster the organization responds, the more likely it is to win the business,
- “It’s all about efficiency for us — being able to complete more tasks faster, particularly underwriting tasks,
- That translates into time, and time translates into money.”
- RingCentral Glip magnifies the advantage, allowing employees to exchange a steady stream of communications that don’t require a phone call but are too immediate for email.
- “The problem we find with email is there is a delay —with Glip, you hear the ding and that tells you, hey, you’ve got something to check out, which you need to look at right away. It allows us to run faster.”
- Team messaging is valuable across the business for keeping processes moving.
Customer Support, Easy as Chat
- All Hands on Deck for Customer Support!
- Since activity can feed directly into a dedicated conversation stream, everyone on the team can play a roll in supporting the customer community; team members can provide expertise and experience when needed, and stay up to date with ongoing issues. Here’s how we like to do it….
- Activity flows directly into the”Customer Support” Team
And Search it all…
Everything in Glip is searchable, from wherever you are. Instantly locate support tickets and anything else said or shared in the the process of collaborating on a customer issue, so you can resolve it and keep your customer happy.
Video chat, screen share & remote control your way to customer happiness
- Sometimes you just need a little face time to get on the same page with your customer.
- Just invite your customer to Glip and video chat for free.
- You can even share screens to make sure nothing gets lost in translation or take control of the mouse to point your customer in the right direction.
Not on Zendesk? No problem, just Zap it!
While Glip integrates with plenty of popular apps directly, the Zapier integration is a real game changer. It opens the door to hundreds of other applications, including Freshdesk, Uservoice, Desk, Flowdock and even Twitter. Without any technical savvy, it’s super easy to set up ‘Zaps’ that send the information you want to the conversations that matter in Glip. Once it’s in Glip, your team has the ability to search, and collaborate directly on all support tickets that come through, from wherever you are.
Whether you integrate with Zendesk or ‘Zap’ your support issues right into your Glip conversations, you’ll be loving how it keeps everyone on the same page from the founder to the manager to the support specialist.
For more info on Instant Messaging for Business and connecting with your customer community using Glip, reach out to us on Twitter @TeamGlip
Reasons for Inviting Guests Into Glip
- Guests users can do almost everything coworkers can do in Glip, except invite other people into a team controlled by your organization.
- They can
- post to conversations,
- share files,
- add and update tasks,
- schedule events on the team calendar, and
- participate in video chats.
- Every Glip user has the power to invite in an unlimited number of guest users.
- By default, Glip treats everyone you invite into Glip as a coworker if their email account matches the organization’s email domain.(southefinancial.com)
- If not, you will be prompted to decide whether to treat the invitee as a coworker or a guest.
Here are five reasons for adding guest users.
#1: Rope In Representative at Financial Institution
While it is possible to treat a Lending Representative or consultant as a coworker, often you do not want to. You may be enlisting that person in a specific deal for a limited period of time, without giving them access to conversations and other resources outside the bounds of that deal. By inviting them into Glip, you make these external users into full participants in the deal. The best way of organizing any activity in Glip is to make sure all participants are collaborating through the same channel — rather than having some conversations take place in Glip, while others continue in email or other scattered collaboration and file sharing tools.
Once you have an external users in the system as guests, you can add them to other deals or situations as guests. This can be a long and productive relationship, even if it is an arm’s length one.
#2: Cater to Clients
Many of Glip’s earliest fans were graphic designers and web developers who appreciated the flexibility of being able to invite clients into a project team where they could share their progress on a project, while keeping track of schedules, tasks and deadlines, and project documents.
The interactive image viewer makes Glip particularly powerful for sharing and annotating visual content, meaning you can associate comments with specific regions of an image — whether it is a mockup, a screenshot, or an architecture diagram.
Aside from web designers, this approach to client collaboration can be applied to any scenario where the company and its client must work together in order to get something accomplished. Instead of screenshots, you might be collaborating around closing a deal, collecting pending documents, explaining to the customer what they did wrong with paperwork or how to do the paperwork, or change unit on a prior approval , or getting back end product approved, etc...
Just as a professional services firm has deadlines to meet, Southeast Financial employees must provide timely feedback if the deal as a whole is to stay on track — so it makes sense to assign them deadlines, too.
One common pattern we have seen is that professional services firms will actually establish two teams per client — one with a mix of coworkers and guests and another that is restricted to coworkers, for private discussion about the firm’s work with the client. For example, you might want to have a private discussion of how to price a new project, or the next phase of a project, before sharing the finished proposal with the client.
#3: Team With Partners(Financial Institutions)
Your outside collaborators could also be partners. Rather than clients you are working for, or contractors who work for you, they are allies in some joint effort.
By introducing collaborators at other organizations to Glip, you can make your correspondence on deals and initiatives run more smoothly.
