It wants them spending their time closing money-making deals rather than researching and answering routine questions. Quicken implemented PAR3 Communications' Intelligent Response Platform. For now, Quicken is using the technology to alert customers to changes in their mortgage status.
Customers choose the time and method of delivery they prefer.
When they receive the alert, they can respond directly to their loan officer, add comments or send the information to others, such as a spouse, partner or real estate agent. Since launching the service last fall, Quicken surveys show increased company efficiency due to elimination of unnecessary phone calls from customers participating in the alerts, and customers love the service, says Allred. Quicken has plans to use the technology in a number of ways, including sending out notices of refinancing options, new interest rates or offering customer loyalty incentives. The technology is offered as a hosted model and is managed by PAR 3. After the implementation, the company pays a user fee based on the number of calls.