Case Study: United Wholesale Mortgage boosts agent productivity and NPS with InGenius Software and Salesforce Omni-Channel

United Wholesale Mortgage boosts cases handled per day by 50% with InGenius Software

United Wholesale Mortgage, a leading wholesale lender, faced challenges with inefficient manual reporting using notepads and low agent productivity due to separate teams for phone, case, and chat channels. They needed a searchable way to track client interactions and a system to improve response times across all contact methods.

InGenius Software implemented its InGenius Connector Enterprise with Salesforce Omni-Channel to create a blended agent team. This solution provided a single interface to track all customer interactions, replacing handwritten notes. The results included a 50% increase in cases handled per day, a 23% improvement in their Net Promoter Score, and the ability to meet a 3-hour service level agreement 100% of the time.

United Wholesale Mortgage