Innovative, customer centric solutions
What is MaritzCX?
FMS is focused on providing an outstanding customer experience (CX) by using innovation to keep pace with changes in the market and technology. This ensures that solutions delivered to our clients and their customers provide long term sustainable value. Our implementation of the MaritzCX measurement tools and other emerging response technologies give us immediate insight into the experience of our lender clients and their major stakeholders.
The feedback captured by our CX system provides a platform for us to rapidly address service gaps as they are raised in real time. It also enables us to design sustainable enhancements to the efficiency of our service delivery; provides a foundation for future innovation of the customer journey and user experience; and helps us to support the achievement of our client's customer service objectives and long term strategic purpose.
MaritzCX
The benefits of using MaritzCX
NET PROMOTER SCORE
FMS can provide NPS results, trend analysis and summaries of underlying stakeholder commentary for any specific date range, client, location or stakeholder group.
UNIQUE REAL TIME INSIGHTS
CX surveys are sent to all stakeholders within 24 hours of the completion of their transaction and responses are captured live in our system every 10 minutes.
IMMEDIATE CASE MANAGEMENT
The MaritzCX system generates actions (called cases) in real time requiring our operations team to respond to, investigate and resolve (within 48 hours or receipt) stakeholder dissatisfaction with their experience.
MEASUREMENT OF SATISFACTION ON KEY PERFORMANCE DRIVERS
Our surveys capture stakeholder satisfaction scores across identified key areas and provide insights and opportunities for us to find new and better ways to improve the customer experience.
See what others are saying about us
The capacity of FMS to act for many different lenders and demonstrate an equal level of support and attention towards each of them is reassuring. We enjoy working with FMS and would have no hesitation in recommending FMS.
Petro Trianta
Managing Director, Podium Financial Ltd
Our brokers know that FMS are there to support our business directly whether it be solving for an unexpected issue, going above & beyond for a customer need or to educate us directly on how to best assist the lender and the smooth processing of the transaction.
Tracy Kearey
Managing Director, Home Loan Connexion
FMS are market leading with technology, always looking to improve the experience for all involved in the transaction. They often engage us with innovation pilots and the approach across the team at FMS is very customer centric and looking for continuous improvement.
Darren Little
CEO, Smartmove
FMS contributes valuable insight and support to the broader network of financial institution, legal and conveyancing firms as the technology continues to evolve. FMS are not only helping to shape the future of the industry, but also advance it. We look forward to many more years of working with FMS, to provide the best e-Conveyancing outcomes for the industry.
Lisa Dowie
CEO, PEXA
Want to know more?
If you're interested in how MaritzCX can enhance customer satisfaction, get in touch with us.
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