wisconsin housing and economic development authority (wheda) homeowner welcome package
TRANSCRIPT
Wisconsin Housing and Economic Development Authority (WHEDA)
Homeowner Welcome Package
Welcome Package Topics
• Background Strategy• Concept and Design• Results
Background Strategy
Background Strategy• WHEDA’s in-house servicing team
has a customer-centric philosophy• In 2014, WHEDA established its
three-year strategic plan• A customer-focused strategy to
improve customer interactions was a focal point of this strategic plan
• A cross-function team was created to identify customer improvement initiatives
Background StrategyCross-functional strategic planning team identified:• Need to create a user-friendly
WHEDA homeowner welcome package
• Package to include critical information needed to manage a mortgage
• All information easily organized for easy reference and retrieval
• Reduce incoming customer service calls
Concept and Design
Concept and Design• Original “Welcome Letter” to WHEDA
home buyers consisted of a memo and a set of black and white papers with clinical language
• A more organized, professional marketing piece was needed to help new borrowers better understand what it takes to be a successful homeowner
Concept and Design
Concept and Design
Welcome Letter
Welcome LetterFAQ Brochure
Welcome LetterFAQ Brochure
Online Payments
Welcome LetterFAQ Brochure
Online Payments
Info Cards
Welcome LetterFAQ Brochure
Online Payments
Info Cards
Refrigerator Magnet
Business Card
Results
Results• Critical WHEDA homeowner information in a
simple reference folder that is easy to store and access
• Empower new home buyers to have the information they need to become confident homeowners
• WHEDA’s Single Family Servicing Team realized a reduction in customer service calls
Conclusion • WHEDA’s Homeowner Welcome
Package was created as a response from WHEDA’s own employees on how to better serve its customers
• New homeowners face many challenges. The Welcome Package provides a pathway to solutions and reassures that answers from WHEDA are easy to attain
Thank you