Woolwich has launched a swathe of new services and enhancements for its mortgage system MAX, including automatic case updates via text messaging and email for brokers and clients.
The improvements to the system, which is used by brokers submitting online applications to Woolwich, are live from Monday 19th May.
"We're creating a culture of continuous improvement to our mortgage system, MAX," said David Finlay, Intermediary Business Director. "We receive feedback from intermediaries via the internet, through quarterly survey work with 300 brokers, and via regular input and feedback from broker-facing sales teams. That feedback is essential to our work updating and enhancing the MAX system.
"Our new automatic updates are a great example of how we're improving the system. Brokers and their clients can choose to receive real time automatic updates via text messages or email at five key points in the mortgage process*.
"Because of the success of our online tracking system Introtrack™ we know that case tracking is extremely important for brokers. These new automatic updates enable the broker and the client to know exactly where they are in the application process, giving brokers an edge in speed. It also cuts down on telephone calls to us, as case tracking is one of our most common telephone queries. We have already successfully trialled the system this through our direct mortgage customers."
The other MAX improvements being implemented today from specific broker feedback include
- Greater clarity around Application Credit Check (ACC) with on screen wording explaining the mortgage decision.
- Improved on screen guidance and validation ensuring our language at each stage is clear and in a standard format.
- Removal of non-mandatory or non relevant fields, ensuring brokers spend time on capturing only the most relevant information.