Winning Technology Conversions.

Ten years ago, very few CIOs directed corporate decision making. But today, technology experts are critical to the implementation of both short- and long-term business strategies. These executives constantly evaluate whether systems and applications are meeting the demands of their organizations, and ultimately decide when it is time to convert to higher-performing technology.

A key part of the decision to implement any technology is the mechanics of that transition or conversion - what will be required to execute a seamless transition from the old to the new? Ideally, a challenging project such as a servicing platform conversion is managed in conjunction with an expert partner that offers both technical expertise and pro-active customer support.

There are four key areas where customer support champions are essential to making a conversion experience successful. Highlights of each include:

Customer support experts from the technology provider must be an integral part of the conversion team, closely interfacing with both executives and users from the client organization. These dedicated teams stay deeply involved throughout the project's duration. By drawing upon the in-depth expertise of the technology partner and the company-specific knowledge of the client, these team members develop and implement a comprehensive plan of action.

Decisions can not be made in a vacuum. The level of cooperation and systematic communication in a conversion process can be directly correlated to how quickly and efficiently the technology is up and running. By establishing an implementation team that includes both technologists and subject matter experts, an organization has the right resources in place to drive the conversion project forward.

A bad process applied to new technology is still a bad process. That's why working with an expert in the financial services industry can be so beneficial. By tapping functional talent from the servicing partner's customer support organization, lenders can better leverage the benefits of their new technology and increase their return on investment.

Business processes that are touched by the new technology must be reviewed for relevancy, efficiency, responsiveness and customer satisfaction parameters, both at the granular level and from an overall workflow perspective. Proposed changes must be matched against the capabilities of the new technology, and the servicing partner's customer support experts must make sure proposed process changes will fully leverage the new servicing system.