The Client
Nationwide appraisal management company
Challenge
- Needed quick ramp up of 50+ FTEs within 6 weeks
- Coforge had to build process and industry expertise in appraisal management services
Solution
- Coforge hired a seasoned Subject Matter Expert and experienced resources to jump start the team
- Training module created for the Mortgage Cycle and appraisal management overview
- Quick Reference Guides were created for the team
Execution
- One on One “on the job” training sessions conducted
- Only certified resources were allowed independent live production work
- Evaluation of resources and up-skilling at regular intervals
Value Delivered
- Increased quality and efficiency
- Quality improved from 68% at client location to 96% at Coforge
- Efficiency increased from 65% to 98% for the order entry team
- SLA targets were met in 5 weeks against a baseline of 6 weeks
