Fannie Mae wanted to deliver an enhanced and user-friendly experience through their Selling and Servicing Guide to improve customer engagement and the user experience.
The current method was a time-consuming, manual process and did not enable linked references to related information.
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The customer experience and the content management and workflow process are dramatically improved; customer feedback is extremely positive.
Fannie Mae is a leading source of financing for mortgage lenders, providing access to affordable mortgage financing. Fannie Mae financing makes sustainable homeownership and the home buying process easier for millions of home buyers while reducing costs and risk.
Fannie Mae sought to develop and deliver an enhanced and user-friendly interface to its Multifamily Selling and Servicing Guide to maximize delegation by providing its customers with clarity, transparency, certainty regarding requirements, guidance and operating procedures and improved overall customer experience. An important goal was to wow customers with a visually appealing version of the Guide that would be easy to navigate and search with an intuitive UI while simultaneously improving and automating the content management workflow.
Previously the Guide was updated through a time-consuming manual process of exchanging Word documents and PDF files sent via email to the lenders. As well, the published guide did not contain links and references to related documents, forms or websites.
The Guide was completely rewritten and reorganized and a guide interface portal was created using Drupal. The new guide interface delivers an overall better digital experience, with a new UI that is intuitive and responsive, with reference links enabling users to easily access the information they need. It also improves the content management and publication process for content administrators.
The Guide is well organized, easy to search, navigate and links to referenced content. The content administrators have a much-improved workflow that automates the editing and publishing of updates. The streamlined publication process centrally located all documents and records, ensures version control, provides status and visibility of updates and allows faster publication of changes. Customer reviews are extremely positive.