Industry: Mortgage Services
Company Size: +/- 1000 Employees
Prophet CRM User Since: 2011
Most companies use Prophet CRM to better understand their sales pipelines by tracking sales activities, monitoring stages, keeping accurate track of next steps and key dates, and automating routine sales processes. The data collected in this effort gives these companies valuable insight into the way their sales processes work holistically, which leads to a better understanding of their customers’ needs, improved sales efficiency, and ultimately increased sales. But this isn’t the only way Prophet CRM can be used—many companies also use it to manage customer-facing channels after a sale is made. Stonegate Mortgage, headquartered in Indiana, is one such company.
Founded in 2005, Stonegate Mortgage Corporation (NYSE:SGM) is a specialty finance company that operates as an intermediary between residential mortgage borrowers and the investors in those mortgages. The company’s integrated and scalable residential mortgage banking platform includes a diversified origination business that spans the U.S., retail branches in ten states, a direct-to-consumer call center, and a network of third party originators. Stonegate handles its own mortgage servicing rights as well as those owned by other investors, and provides warehouse financing through its NattyMac, LLC subsidiary to third party lenders.
As the residential real estate inventory of many U.S. geographic markets has diminished, Stonegate realized that many homeowners preferred to renovate their homes rather than look for new ones. To meet the rise in renovations, Stonegate launched its own renovation finance program in 2009. Kyle Wagner, Stonegate’s HIP Operations Manager, joined the management team in November 2014 to head up the renovations financing effort. Since joining, Kyle has been able to grow Stonegate’s renovation business by 70% YOY.
And the key to Kyle’s success? Being easy to do business with and having a strong, customer-oriented services team—a recipe for success that is often simply stated but difficult to execute. Prophet CRM is an important part of this recipe for Stonegate: it helps Kyle and his team get things done.
“We use Prophet CRM to track all aspects of our renovation loans after the loan has been approved. Having the data centralized and easily accessible from Outlook, by anyone on my team, allows us to service our customers quickly and more thoroughly.” Stonegate has customized Prophet CRM’s Opportunity record to track key data related to individual customer renovation loans like origination dates, project stages, loan amounts, draw schedules, lender info, expected completion dates, and contractor payments.
Prophet CRM also tracks all customer correspondence as activities, so no matter who has helped a customer in the past, a Stonegate representative can see their history with a click, putting them in a much better situation to address individualized issues. “Everything is tracked,” Kyle states. “We know who did it, what they did, and when they did it.”
Kyle goes on: “As a manager, the great thing about Prophet is it lets me effectively analyze our data in an Excel-like fashion. Filtering, sorting, and finding the data I really need is easy. I know where all our loans are at, past due or otherwise.” Prophet CRM’s unique Gridview provides Kyle and his team with a simple yet powerful real-time reporting tool that lets his team quickly get the data they need to make decisions, and to drill into records when required.
With an Excel-like feel, Gridview allows for customization of displayed fields, drag-and-drop grouping, and easy and intuitive sorting and filtering capabilities. If deeper analysis is needed, any Prophet CRM Gridview can be easily exported directly to Excel for pivot table analysis with the click of a button.
Prophet’s automation tools help Kyle’s staff not only with efficiency, but also with upkeep—they help ensure that they do not miss or worry about critical administrative tasks. Stonegate uses Prophet CRM’s workflow management feature to personalize and send emails to customers automatically at specific stages of the renovation loan process. “We send out status update emails to customers on a regular basis. Prophet’s workflow automation tools make certain these emails go out on time,” Kyle says. And with Prophet’s email auto-linking feature, any customer replies or follow-ups are automatically tracked and associated with the appropriate customer record.
A good product, backed by a team with a strong customer-centric orientation, supported by the right CRM tool. It’s no wonder Kyle expects his business to continue to expand into the foreseeable future.
HOW STONEGATE USES PROPHET