|
Data-Vision constantly strives to exceed
expectations with proactive support. |
Data-Vision, Inc.’s Help Desk offers
highly-skilled, well-trained technical experts
for its customers. When it comes to customer
service, being polite and helpful when a
customer calls with a concern is simply not
sufficient for Data-Vision.
Data-Vision boldly defines what a Proactive
Customer Experience is and continually goes
above and beyond the call of duty, truly
separating the company from the competition.
This makes Data-Vision fully deserving of the
prestigious 2006 Mortgage Technology Help Desk
Award, given to lenders or vendors for
outstanding customer service and technical
support.
Data-Vision, Inc. offers The Path To e-Lending
through a comprehensive suite of online services
that are efficient, secure and easy to use.
Through superior technology, Data-Vision enables
mortgage lender customers to quickly and
affordably bring e-lending solutions to market,
complete with leading-edge capabilities that
help customers remain competitive in the
marketplace.
Data-Vision constantly strives to exceed
expectations with the proactive support it
provides customers, from extensive staff
training on customer support initiatives to
proactive, sincere customer calling. In addition
to 16-hour support from 8:00 am to midnight EST,
the Data-Vision help desk supports its
customers’ customers, including title, servicing
and real estate agents engaging with Data-Vision
solutions.
Customer Advisory Panels:
As a result of being commended in the past for
its excellent help desk and not yet labeled the
best, Data-Vision proactively seeks its
customers’ input and truly listens to the
feedback, with many chief Data-Vision
innovations and enhanced features inspired by
this customer input. To gain further customer
insight, Data-Vision initiated one of the
industry’s premiere Customer Advisory Panels.
Data-Vision designed its Customer Advisory Panel
with the goal of proactively listening to its
customers in order to provide the most
significant value to them, addressing customer
feedback on existing solutions, as well as
identifying the needs and objectives of lenders
for future products and services. Every quarter
Data-Vision invites all of its customers to
participate in the Panel, resulting in
significant insights from industry leaders and
Fortune 500 companies.
Data-Vision applies the feedback from the Panel
discussions to service enhancements and products
that improve customer experiences and
satisfaction. Due to Data-Vision’s desire to be
the best, they offer one of the most significant
customer help tools in the industry – the
ground-breaking Live Chat.
Live Chat:
Acknowledging the
customer’s need to interact with a loan agent,
Data-Vision’s Customer Advisory Panel expressed
interest in a Live Chat support, but questioned
if the technology and implementation would be
cost-prohibitive.
Data-Vision addressed this challenge by
enhancing its products with Live Chat
technology. This free, value-add service for
Data-Vision customers gives them the power to
contact and respond to customers on their Web
site. This enables lenders to contact a user
whose Web site activity indicates high
potential, respond to a user who is asking for
assistance and even navigate through the Web
site while the lender demonstrates exactly how
to complete his/her request.
Data-Vision
customers enjoy the exceptional service benefits
of Live Chat without the usual delays in
implementation and the high costs associated
with such a significant technology investment.
Data-Vision recognized its customers’ need for
live interaction when it implemented LiveChat.
It was this same intuitiveness that led
Data-Vision to further improve the customer
experience through personal visits to customer
locations.
Customer Visits:
Dedication and a
proactive customer service attitude drive
Data-Vision leaders to personally visit several
clients each year. Data-Vision executives are
able to get a first-hand perspective on how
their customers’ operations run, providing a
clearly proactive approach to the customer
experience, an achievement that the majority of
Data-Vision competitors do not perform.
Data-Vision’s
personal visits to customers provide a level of
dedication and customer interaction unmatched in
the mortgage industry. It is this commitment
that led Data-Vision to expand opportunities for
customers to communicate with the company even
further, via the development of WebTicket.
WebTicket:
Supplementing its
already impressive proactive customer service,
Data-Vision included a process called WebTicket
in its last release of LoanQuoter. WebTicket is
an online enhancement request tool that allows
customers to provide input on features and
enhancements they would like to see implemented
with LoanQuoter. Every request and suggestion is
reviewed by Data-Vision management and is then
discussed in terms of things Data-Vision needs
to change or do differently in its system to
accommodate the requests and suggestions.
Data-Vision also
strongly believes that it should proactively
communicate with customers consistently;
therefore, the company reaches out to customers
via telephone as well.
Customer Calling:
As part of
Data-Vision’s commitment to excellence, it’s
constantly looking to improve the customer
experience. Data-Vision is proactive, not only
through implementation of customer service tools
such as Customer Advisory Panels and LiveChat,
but because Data-Vision doesn’t believe it
should wait for a customer to call with a
problem – it believes it should proactively
contact the customer on a regular basis.
It is for this
reason that Data-Vision makes calls to its
customers to receive updates on how Data-Vision
products are performing. Based on this feedback,
Data-Vision is able to proactively improve the
customer experience.
Training Programs:
Reaching out to
its customers in order to proactively improve
the customer experience, Data-Vision also offers
a variety of training and implementation
programs. With LoanQuoter for example,
Data-Vision offers training in three ways.
The first training
opportunity is a two-day session at the
company’s headquarters in Mishawaka, Ind. If a
customer prefers, Data-Vision trainers will also
visit the customer’s site for a two-day period.
Finally, Data-Vision offers online training
classes for customers who wish to remain at
their own computers. Data-Vision’s training
offerings improve the customer experience by not
only giving customers training options, but also
by providing customers with information on how
to utilize Data-Vision products and services.
Attendance at Partner Events:
Furthering its
exemplary customer support, Data-Vision also
makes a concerted effort to attend all of its
partners’ user conferences so that the company
is available to its mutual customers at their
locations and shows.
Through attendance
at partner events, Data-Vision receives
first-hand knowledge of how a product works with
mission-critical applications, providing key
insight that Data-Vision uses to proactively
improve the customer experience.
Products Releases:
Furthermore,
whenever Data-Vision has a new product release,
clients are alerted through a proactive e-mail
describing the product’s features and benefits.
Within two weeks of the product release,
Data-Vision offers online training courses
explaining all of the features and
functionality.
An
Overview: The Data-Vision of Customer Service:
Data-Vision is a true visionary in creating a
proactive customer experience that significantly
improves business for the individual company and
the industry. Data-Vision’s motivation, combined
with years of service, truly separates it when
it comes to an exceptional customer experience.
Data-Vision’s recognition as a leader in Help
Desk support is a driving force behind the
company’s goal to exceed expectations in
customer service. But more importantly,
Data-Vision’s drive to exceed expectations is
for the benefit of the customer, consistently
enabling mortgage lenders to quickly and
affordably bring e-lending solutions to market.
|
