Enhancing Communication for Better Business Outcomes: A Case Study on a National Mortgage Lender
Technology Category
- Networks & Connectivity - 5G
Applicable Industries
- Cement
- Education
Applicable Functions
- Human Resources
- Sales & Marketing
Use Cases
- Visual Quality Detection
Services
- Testing & Certification
- Training
About The Customer
The customer in this case study is a national mortgage lender with offices spread across the United States, from Georgia to Alaska. The lender operates in a competitive market environment characterized by record-low mortgage rates and a booming real estate market. However, the lender was struggling with internal and customer-facing communication issues that were negatively impacting team morale, engagement, productivity, and customer retention. The lender recognized the need to improve communication as a strategic priority and sought a solution that could help create new communication frameworks and higher quality standards, quickly onboard and coach team members, and unify their salespeople into a more cohesive, effective community of teams.
The Challenge
A national mortgage lender with offices across the United States was grappling with internal communication challenges that were negatively impacting team morale, engagement, and productivity. These issues were also affecting customer-facing communication, leading to missed performance goals and lost customers. Despite a favorable market environment with record-low mortgage rates and a booming real estate market, the lender was losing customers due to poor communication. The lender recognized the need to improve communication but faced two distinct challenges. Firstly, they needed to create new communication frameworks and higher quality standards and quickly onboard and coach team members for success. Secondly, they needed to ensure that the changes unified their salespeople and created a more cohesive, effective community of teams without squashing the competitive nature of selling.
The Solution
The lender decided to experiment with a Grammarly Business pilot, a proof of value (POV) venture that started with just 20 team members. The tool's analytics dashboard provided weekly insights that leaders used to coach mortgage agents around tone and clarity. The pilot group, as beta users for new features like snippets, multiple style guides, and brand tones, achieved productivity and consistency wins. Leaders also noticed organic improvements in style, tone, quality, and clarity. Seeing the immediate potential for transforming their culture and resetting positive communication patterns, the lender rolled out Grammarly Business across their entire enterprise. With enterprise-grade security measures in place, teams used Grammarly Business seamlessly in various communication channels, leading to improved internal and customer-facing communication. The tool also provided real-time communication coaching, helping both new and veteran team members to collaborate and build a more collegial culture.
Operational Impact
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