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Banking industry

Washington Mutual Simplifies Loan Process with New Mortgage Web Site

Strategic Insights

— 1 min read

Washington Mutual, the nation's third largest retail loan originator, has teamed up with Organic, Inc. to launch a new mortgage web site, wamumortgage.com. The site aims to provide a user-friendly online experience for customers to research, apply for, and be approved for a mortgage online. The redevelopment of the site was an integral part of Washington Mutual's commitment to providing high-level service to its customers. Genevieve Smith, Senior Vice President and Director of Mortgage Banking Marketing for Washington Mutual, stated that the site's online experience is an extension of the company's overall service and brand.

Key Takeaways:

  • Washington Mutual and Organic partnered to develop a new mortgage web site, wamumortgage.com, which allows customers to easily select, apply for, and track a loan online.
  • The site was developed using XML, enabling Washington Mutual to be involved in shaping the customer experience without losing production efficiencies.
  • The new site includes a personalized notebook feature, allowing customers to save and track application forms, calculations, loan status, and customer service correspondence.
  • The site provides customers with greater choice by offering recommendations on multiple loan options and easy access to other financial services within the company.
  • Organics's Marketing Solutions group developed targeted online media campaigns to communicate and differentiate Washington Mutual's brand.

Statistics:

  • Washington Mutual is the nation's third largest retail loan originator.
  • Organic worked with Washington Mutual for 11 months to develop the new mortgage web site.
  • The site was developed using XML, allowing Washington Mutual to be involved in every step of shaping the customer experience.
  • Washington Mutual operates over 2,000 consumer banking, mortgage lending, commercial banking, consumer finance, and financial services offices throughout the nation.
  • As of June 30, 2000, Washington Mutual and its subsidiaries had assets of $185.69 billion.

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