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Regency invests £1m in CRM system

Regency Mortgage Corporation has committed a £1m investment to further develop its proprietary CRM system for automated intelligence.

The substantial investment will ensure that the company can continue to cope with its record levels of activity. Last month, the direct-to-consumer mortgage broker reported an80 per cent rise in loan advances in 2003.

SAMI 1 was developed by Regency&#39s highly skilled in-house IT team to cope with its front-end sales operation. Consequently, SAMI customer-focused application. The Lender Selector Matrix guarantees the correct mortgage match for the customer from Regency&#39s panel of lenders.

The same in-house team are developing SAMI 2 and is specifically designed as a straight through solution for the entire business. The roll out will encompass the whole Regency operation. This will include mortgage processing, accounts, reps and back office.

SAMI 2 will provide superior MI and performance management along with a significant degree of automation. The system is being further developed to link with Regency&#39s business partners in the future. The first release, in readiness of FSA, will be later this year.

Fin McGurran, chief executive, says: “This investment will enable us to handle the growth that the company is experiencing. Both from the Right to Buy niche, the traditional area ofstrength, and in the re-mortgaging operation that was set up a year ago.

“Customers can also expect increased levels of service from staff already attuned to providing it. Regency is currently scoring 82% customer satisfaction from its customer surveys. SAMI 2 will undoubtedly help to send that figure higher.”

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