Converting customers to mortgage e-Servicing.
Mortgage Banking › Vol. 63 Nbr. 1, October 2002 ›
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Summary
Technology - Column
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Converting customers to mortgage e-Servicing.
Encouraging homeowners to use the Web to answer servicing questions and make payments could pay big dividends for servicers down the road. To date, the usage levels are underwhelming.
YOU'VE MADE THE INTERNET YOUR TOP PRIORITY. You bought into the promises that it would not only drive new business and improve service, but also keep existing customers in the fold. Yet, despite your diligent efforts (and not insignificant investment), consumers have trudged to the online channel with all the enthusiasm they muster for a trip to the dentist. While 17 percent of the adult online population has used the Internet for mortgage-related information, fewer than 2 percent have completed an application online and actually closed on a mortgage, according to April 2002 research by Gomez Inc., Waltham, Massachusetts. Concerns over privacy and security as we...See the full content of this document
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