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Case Studies - Total Mortgage Solutions of S. Yorkshire
Total Mortgage Solutions, Ltd. (TMS) is one of South Yorkshire's fastest growing intermediaries within a diverse marketplace. Based in Doncaster, TMS is not only a self-generating business, but the organization maintains high-profile strategic partnerships with a number of large concerns throughout the UK. These partnerships range from a nationwide window companies to corporate insolvency businesses.
In short, TMS delivers the much-needed sales platform for rejection or renege databases, helping to ensure introducers' time is spent generating more of their own core business.
The Dilemma
Total Mortgage Solutions' existing system had been implemented to maximize the efficiency of its campaigns. However, the experience was not a favorable one:
- The dialer was not functioning to its full potential.
- Poor training led to a lack of understanding of the system's capabilities.
- Productivity was consistently impeded by the abscence of suitable solution delivery.
Total Mortgage Solutions Call Center Manager Paul Bradshaw explains:
Because of a lack of understanding of the system, there were times when we needed help. On such occasions it was very difficult to reach a Technical Support Representative to resolve any issues we had. This all could have been avoided had the proper training and information been provided from the outset. Unfortunately, we lost valuable time and money due to the lack of the responsive support. Total Mortgage Solutions urgently needed to find a cost-effective, suitable dialer software solution that would be consistently supported by its provider.
The Solution
After wasting several months, TMS turned to TouchStar, an efficient and effective global call center dialer software provider. In order to ensure that TMS achieved the right business outcome, TouchStar's initial consultancy involved an examination of TMS' business processes, which led to helping the organization to develop a blue print for the exact type of dialer solution required to meet organizations' business objectives.
TouchStar's 24/7 support model and post-installation training were exceptional. Now, rather than spending time hassling with software-related challenges, the TMS team is about the business of achieving campaign mortgage goals. The system is user-friendly and efficiently provides managers real-time statistics on campaign and introducers' performance.
Paul Bradshaw, Call Center Manager
Total Mortgage Solutions of S. Yorkshire
