We’d like to formally introduce MOBi – PRMG’s online business intelligence. MOBi provides instant answers to team members, saving them valuable time to work on other more important tasks.
Who is MOBi?
MOBi stands for My Online Business Intelligence. PRMG uses the power of Capacity to automate support internally. MOBi is there for team members 24/7/365 to answer any questions they may have.
Through natural language processing (NLP) and machine learning, MOBi is constantly learning. The more questions team members ask, the smarter MOBi gets.
How does MOBi help automate support?
MOBi helped solve two main challenges for PRMG:
Ongoing maintenance of documents and guidelines
PRMG wanted a solution to efficiently keep their information up to date. Capacity’s ability to publish duplicate knowledge across multiple pages helped lift the burden of updating information in several different places.
When one document is updated, MOBi automatically reads the new information and accurately answers questions based on the updated content.
Searching for information in multiple places
Streamlining PRMG’s tech stack was a priority. Before implementing Capacity, team members were using multiple systems and software to find a single answer. They wanted a solution to simplify this process.
“Ultimately, we want everyone to go to Capacity (or what we refer to as MOBI) whenever they have questions about any areas in the organization including tech support, HR, benefits, servicing, pricing, loan status, loan guidelines and really any area you can think of,” says Lara Rausch, VP of Product and Training at PRMG.
What results has PRMG seen?
With MOBi, team members can now ask their questions and get immediate answers. Check out the results PRMG has seen since implementing MOBi:
- MOBi is answering 90% of all questions in 1.6 seconds without human involvement.
- MOBi is deflecting more than 950 questions a week.
- MOBi is saving PRMG team members valuable time, allowing them to focus on more important tasks and projects.
How can Capacity help automate support for my business?
Capacity provides support automation and process automation for lenders.
➡️ Through support automation, mortgage companies realize a drastic reduction in emails, phone calls and tickets while providing faster response times.
➡️ Through process automation, mortgage companies reduce the time spent on repetitive tasks and eliminate bottlenecks, freeing up their time for relationship building and revenue generating activities.
“Technology like Capacity helps level the playing field for the smaller players in the industry that are fighting against the billion-dollar companies,” says Kevin Peranio, Chief Lending Officer & Partner at PRMG. “The one asset you cannot get back is time, but you can get more of it and use it more efficiently. That to me is the most important factor in leveraging technology from the good folks at Capacity.”