US-based InterFirst Wholesale Mortgage Lending, a division of ABN Amro Mortgage Group, is to use Measurecom - a Web-based relationship management tool from eePulse - to improve internal and external customer service.
InterFirst will use Measurecom to regularly send InterFirst employees and customers specific questions via e-mail to measure workforce issues, satisfaction and productivity, and monitor external customer concerns, suggestions and comments in real-time.
Bev Wender, InterFirst senior vice president, notes: "Measurecom is the powerful tool we needed to provide real-time feedback from both our internal staff and external customers."