加强沟通以取得更好的业务成果：一家全国抵押贷款机构的案例研究
技术
- 网络与连接 - 5G
适用行业
- 水泥
- 教育
适用功能
- 人力资源
- 销售与市场营销
用例
- 视觉质量检测
服务
- 测试与认证
- 培训
关于客户
本案例研究中的客户是一家全国性抵押贷款机构，其办事处遍布美国各地，从佐治亚州到阿拉斯加。该银行在竞争激烈的市场环境中运营，其特点是抵押贷款利率创历史新低，房地产市场蓬勃发展。然而，贷款机构一直在努力解决内部和面向客户的沟通问题，这些问题对团队士气、参与度、生产力和客户保留率产生了负面影响。该贷款机构认识到需要将改善沟通作为战略重点，并寻求一种解决方案，帮助创建新的沟通框架和更高的质量标准，快速入职和指导团队成员，并将销售人员统一为更具凝聚力、更有效的团队社区。
挑战
一家在美国各地设有办事处的全国性抵押贷款机构正在努力应对内部沟通挑战，这些挑战对团队士气、参与度和生产力产生了负面影响。这些问题还影响了与客户的沟通，导致绩效目标的实现和客户的流失。尽管市场环境有利，抵押贷款利率创历史新低，房地产市场蓬勃发展，但该银行仍因沟通不畅而失去客户。贷方认识到需要改善沟通，但面临两个不同的挑战。首先，他们需要创建新的沟通框架和更高的质量标准，并快速引导和指导团队成员取得成功。其次，他们需要确保这些变革能够团结销售人员，并创建一个更有凝聚力、更有效的团队社区，同时又不会削弱销售的竞争本质。
解决方案
该贷方决定尝试 Grammarly Business 试点项目，这是一项价值证明 (POV) 项目，最初只有 20 名团队成员。该工具的分析仪表板每周提供见解，领导者可以利用这些见解来指导抵押贷款代理人的语气和清晰度。试点小组作为片段、多种风格指南和品牌基调等新功能的测试版用户，取得了生产力和一致性的胜利。领导者还注意到风格、语气、质量和清晰度方面的有机改进。贷款机构看到了转变文化和重置积极沟通模式的直接潜力，因此在整个企业范围内推出了 Grammarly Business。实施企业级安全措施后，团队可以在各种沟通渠道中无缝使用 Grammarly Business，从而改善内部和面向客户的沟通。该工具还提供实时沟通指导，帮助新老团队成员进行协作并建立更具合作性的文化。
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