When Support and Simplicity Make All the Difference...

The Problem:
"A customer service black hole"

The frustration in John's voice is clear when he describes previous CRM experiences. Issues with customer service are rampant across the mortgage CRM industry. For enterprises, this isn't just an inconvenience—it slows progress and can become an operational nightmare when urgent issues arise. Loan officers are rightfully focused on closing deals rather than mastering software and if they encounter problems and help isn't readily available, they may move on entirely. Most LOs don't want to waste their time navigating confusing interfaces, and this coupled with poor customer service has contributed to industry-wide low CRM adoption rates. "Sometimes it's just 5 minutes to explain something," John says, "But when they can't get that help, it doesn't get done."

Customer service was a black hole. It's support tickets and days of going back and forth before an issue gets escalated to where somebody can actually help you.

The Solution: Three pillars of successful customer service

Responsive and accessible support team

Aidium's approach to customer support directly addresses one of Catalyst's most significant pain points: slow response time and access to support.

Aidium offers 24/7 customer support available from real humans—through call, email, and chat—to all Aidium users. That, combined with an average first contact resolution time of 8 minutes, means that issues that would have previously derailed adoption for Catalyst are quickly resolved with Aidium.

"When our team needs assistance, they get it immediately, which is crucial for maintaining momentum during the adoption phase," says John. For more complex set up and troubleshooting, Catalyst’s support experience was equally streamlined: "Your team implemented the integrations we needed without requiring us to become technical experts. I explained what we were trying to accomplish, and they handled the implementation."

Collaborative implementation process

Working with Aidium's implementation specialists provided Catalyst with a structured, yet flexible onboarding experience. "They're just available, and quick to say, 'Let's set up a call,'" John recalls.

Even when facing technical challenges with their Encompass integration, Catalyst found Aidium's team to be exceptionally responsive. "They were patient, offered constructive solutions, and escalated issues when necessary," notes John.

What John valued most was Aidium's ability to translate business requirements into technical solutions without requiring Catalyst to become integration experts themselves. This approach allowed Catalyst's team to focus on their core business operations while Aidium handled the technical implementation details—creating significant time savings and operational efficiency for Catalyst.

Intuitive platform
design

Aidium's intuitive interface makes it easy for loan officers to learn and use. For Catalyst, this was a critical piece of the adoption puzzle: "It was super quick [for us] to start working within the system. There's not a ton of page switching, confusing features or lag times."

Part of Aidium’s intuitive design is a home dashboard that provides immediate access to important information: "First thing I do is I go into the dashboard to see what's there: birthdays, loan anniversaries, my task list... anything I need to do today," John relays.

Aidium also helps streamline their client communications and daily workflows: "When a CRM makes it easy to open a contact, click and dial through my headset, talk, make quick notes, and create a follow-up task... Aidium makes that all so easy.”