Mortgage Service Provider Transforms with the Genesys Cloud CX and Ascend

A mortgage servicing company modernizes its customer experience with Ascend.

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The Challenge

Our client, a mortgage servicing company with 25-30 agents, was amidst a merger with the largest mortgage servicer in Canada, prompting a close look at their customer service systems and processes. With a culture bent towards innovation, the IT department recognized it was time to build a 3-year technology roadmap and partnered with other internal business leaders to build a cohesive vision for their future customer experience.

Management’s vision required a comprehensive solution with as few integrations as possible. And because the organization serviced a variety of clients, they needed a customizable solution that would

  • support personalized branding for clients
  • handle multi-media email support
  • escalated messaging for priority servicing
  • outbound campaign capabilities
  • and simple administration and reporting

At the same time, the customer service and collections departments were interested in adding new features to improve their customer experience.

Working with an IT contractor, their Director of IT started exploring more robust and purpose-built contact center solutions.

The Solution

The organization’s IT staff was focused on priority merger initiatives and recognized the need to bring on a partner specializing in contact center solutions to assist with migration and ongoing CX optimization. They partnered with Waterfield Tech to assist in finalizing the selection of their CCaaS platform- opting for the Genesys Cloud CX bundled with an Ascend subscription to accelerate their digital transformation. Knowing changes and support would be needed as their business evolved, Ascend was an ideal means of growing their capabilities while allowing their IT team to focus on their core business initiatives.

“We partnered with Waterfield Tech to provide us with the kind of migration and ongoing support that we need, and have needed, to do tweaks, changes, and updates to our workflows and, as we progress, to take full advantage of the features that the platform is capable of. One of our goals was to continue to grow our company, and by outsourcing to a cloud solution and CXaaS model, we could keep the same support footprint while being focused on the more critical stuff.  We have a partner in Waterfield Tech who is willing to work with us and who we trust.“  – Director of Infrastructure Operations

The Results

The organization was up and running on the Genesys Cloud CX platform within a few weeks of purchase. With a new cloud solution in place and ongoing access to specialized resources at Waterfield Tech, the company is able to scale its customer experiences and fulfill its vision with a predictable, flat-rate plan. IT no longer has to maintain hardware or bother with the hassle of obtaining quotes for moves, adds, changes, or support. And the streamlined user interface and consolidated interactions have simplified the handling of customer communications by eliminating the need to switch between applications.

Ascend has provided an easier, faster, and more cost-efficient means of modernizing its customer experience today and into the future.

“We have big plans for this and can continue to evolve and innovate.” -Director of Infrastructure Operations

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