Agility, responsiveness, and staying customer-centric while relying on the processes necessary for Long Beach Mortgage to grow profitability is the balance that needs to be maintained within this implementation. The BFOT suite of applications need to be positioned and launched to the employees, suppliers, and third party resellers of Long Beach Mortgage services as a series of tools to make them more agile, responsive, and effective in serving clients.
Conclusions
For Long Beach Mortgage, the future is now. The revolution that is sweeping the financial services industry to higher levels of customer responsiveness and involvement while dropping the costs per transaction needs to be capitalized on by the company by taking the following steps. First, the existing prospect- and customer-facing processes must be redesigned to get inefficiencies and costly time wasting steps out of the way. Second, the integration needs...
In conjunction with this second step, the re-defining of applications to make them more attuned to the needs of those employees selling and serving customers must also be completed. Third, the integration requirements must be aligned with the applications, in the form of the BFOT, to make the organization more agile. Fourth, underscoring all this is the need for planning for change, and having change endorsement from the highest levels of management. If the BFOT suite of applications are to accomplish their stated purpose, Long Beach Mortgage senior management must endorse and underscore the urgency of change needed for the company to grow. With these elements coming together, the BFOT will win new clients and preserve and grow existing client relationships. Change must be seen as necessary for growth.
