Enhancing Borrower Experience: Quadient’s Role in Responsive Communications

By Allen Shapiro, Pavithra Joy

Providing an exceptional borrower experience is paramount in the competitive landscape of lending. Lenders aim to emulate the seamless online shopping experience to engage and retain customers. However, achieving this level of responsiveness often presents challenges. Our partner’s state-of-the-art CCM solution, Quadient® Inspire, offers a solution that not only supports but revolutionizes responsive communications, setting the stage for an enhanced borrower experience.

Macrosoft’s Quadient Services Brochure

Download Macrosoft’s Quadient Inspire development and implementation services brochure. Macrosoft has collaborated with Quadient Inspire to become a Certified Delivery Partner.

How Quadient is Transforming Customer Communications

Quadient Inspire is the only fully integrated, end-to-end CCM solution offering personalized, omnichannel customer communications. The solution provides lenders to transform their communication methods and integrate them directly into their existing digital platforms. This transformation is a move towards creating agile and responsive communications that facilitates to automatically adapt for optimized viewing. You streamline the entire process through one platform, avoiding the hassles of siloed workflows and reducing IT dependency.

Why is Responsive Communication Essential for Borrowers?

The primary need for responsive communication lies in its ability to provide an omnichannel experience throughout the lifecycle of a mortgage. It not only speeds up the release of communications but also enhances the digital interaction experience for customers. At present, managing template communications is a significant pain point for many businesses, resulting in disjointed communication across email, phone, SMS, and print. By adopting Inspire, lenders can streamline their customer communications, ensuring synchronization across all channels and adaptability to their customers preferences.

The Quest for Responsive Communications

1. Borrower Expectations

In today’s dynamic lending environment, borrowers expect an experience like online shopping – seamless, immediate, and personalized. Meeting these expectations demands responsive communication channels that cater to the borrowers’ preferences.

2. The Role of Inspire

Inspire stands as a leader for responsive communications, offering an omnichannel approach that spans the entire Mortgage Lifecycle. Its core pillars – omnichannel capability, frequency, and personalization – redefine how borrowers interact in the digital realm.

Responsive Communications with Quadient Inspire

Inspire provides a comprehensive set of tools that enable lenders to deliver responsive communications that meet the expectations of today’s borrowers:

1. Omnichannel Experience

Inspire transforms communications into a seamless omnichannel experience. By embedding communications directly into existing digital platforms, it generates adaptive communications and forms, optimizing viewing experiences. This consolidation occurs effortlessly through a user-friendly platform, eliminating siloed workflows and reducing reliance on IT.

2. Automated Customer Journeys

Quadient Inspire Journey empowers lenders to create dynamic customer journey maps that offer a living, breathing dashboard of customer emotions providing deep insights into each customer’s needs while tracking metrics for real-time improvement. These journeys can be tailored to specific borrower segments and life events, ensuring that each borrower receives the information they need when they need it and on the channel they prefer.

3. Data-Driven Personalization

Inspire leverages customer data to personalize communications, addressing each borrower by name and providing relevant information about their mortgage account. This personalization enhances customer engagement and satisfaction, leading to a more positive overall experience.

4. Speed and Adaptability

The need for speed in releasing communications is met through Inspire’s ability to swiftly transform to digital and synchronize communications across email, phone, SMS, and print. This agility aligns with how borrowers prefer to interact in a digital environment, ensuring timely and adaptive responses.

5. Addressing Pain Points

Inspire tackles the cumbersome template management issue, synchronizing communication creation across various channels seamlessly. Moreover, it adapts to diverse customer communication preferences, ensuring a consistent and personalized experience across all channels.

Use Case: Responsive Communication During Mortgage Origination

Inspire can be used to deliver responsive communications throughout the mortgage origination process, enhancing the borrower experience and improving efficiency. For example, lenders can use Quadient Inspire to:

  • Send automated pre-approval notifications and application status updates via email and SMS to borrowers.
  • Proactively address borrower questions and concerns through personalized messages and real-time chat support.
  • Provide detailed mortgage information and personalized recommendations through interactive web portals.

The Future of Lending Communications

The lender-borrower communication dynamics are changing. The speed at which communications are released, along with the need for customization based on borrower preferences, will guide the future of this sector. Quadient Inspire stands at the forefront of this transformation, with advanced and intuitive features that elevate its position in the industry. By leveraging the platform’s resources, the future of lending communication appears more personalized, responsive, and customer centric.

Concluding Thoughts

The partnership between Macrosoft and Quadient marks a strategic alliance aimed at transforming borrower experiences. By leveraging Quadient’s cutting-edge technology and Macrosoft’s expertise, this collaboration promises a future where responsive communications redefine the lending landscape. As borrowers seek a seamless and personalized journey like online shopping, Quadient Inspire, fuelled by the partnership with Macrosoft, emerges as the catalyst for delivering unparalleled borrower experiences in the realm of lending.

So, if you are keen on enhancing the borrower experience it’s time to adopt a solution like Inspire with Macrosoft’s support. After all, responsive communication is not just about customer satisfaction; it’s about staying competitive in a fast-paced, digital world.

Macrosoft and Quadient Partnership

Macrosoft plays a crucial role in this ecosystem, being a pivotal partner in harnessing the power of Inspire. Through this partnership, Macrosoft leverages Inspire’s capabilities to enhance the borrower experience. By integrating Quadient’s responsive communication solutions into its suite of services, Macrosoft reinforces its commitment to delivering innovative solutions that meet and exceed client expectations.

Leveraging Quadient Resources

Quadient provides valuable resources that further explain the significance of responsive communications:

Macrosoft’s Quadient Services Brochure

Download Macrosoft’s Quadient Inspire development and implementation services brochure. Macrosoft has collaborated with Quadient Inspire to become a Certified Delivery Partner.

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By Allen Shapiro, Pavithra Joy | December 19th, 2023 | Quadient Inspire

About the Author

Allen Shapiro, Director – CCM Practice

Allen Shapiro

Allen brings more than 25 years of diverse experience in Marketing and Vendor Management to Macrosoft Inc. As the Managing Director of our Customer Communications Management (CCM) practice, Allen leads the Onshore and Off-shore CCM development teams. Additionally, Allen oversees pre-sales activities and is responsible for managing the relationship with our CCM software provider Quadient.

Pavithra Joy

Pavithra Joy

Pavithra is Manager for Technical Solutions at Macrosoft. She has done Bachelor of Technology in Information Technology and has over 6 years of experience in Business Development especially in International Sales Process in UK, Australia, UAE and has effectively involved in interacting with clients and solving the issues raise. Before joining Macrosoft, she was with Yarab Technologies Pvt Ltd, as Quality Analyst.

She has Digital Marketing certifications from HubSpot. Her interests outside of work are listening to music, Gardening, and Travelling.

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