Accord Mortgages discuss how they moved customer experience from in house to a cloud-based outsourced solution
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Improving Customer Experience Accord and MATS
Published by Uma Rajagopal
Posted on April 25, 2014
1 min readKey Takeaways
- Accord moved CX operations from in‑house to a cloud‑based outsourced model.
- The shift enhanced efficiency and sped up the mortgage application process.
- Brokers gained real‑time updates and improved service through the new platform.
- Flexibility and automation increased case handling speed and broker satisfaction.
References
Frequently Asked Questions
Why did Accord Mortgages move to a cloud‑based outsourced solution?
To improve efficiency, speed up onboarding, and provide real‑time updates, enhancing customer and broker experience.
How does the cloud‑based solution benefit brokers?
Brokers receive timely case tracking, automated updates, and smoother mortgage application management.
Did customer satisfaction improve post‑migration?
Yes, feedback and industry recognition indicate improved service, speed, and broker satisfaction.
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