Wisconsin Housing and Economic Development Authority (WHEDA) Homeowner Welcome Package
Welcome Package Topics Background Strategy Concept and Design Results
Background Strategy
WHEDA’s in-house servicing team has a customer-centric philosophy In 2014, WHEDA established its three-year strategic plan A customer-focused strategy to improve customer interactions was a focal point of this strategic plan A cross-function team was created to identify customer improvement initiatives
Background Strategy Cross-functional strategic planning team identified: Need to create a user-friendly WHEDA homeowner welcome package Package to include critical information needed to manage a mortgage All information easily organized for easy reference and retrieval Reduce incoming customer service calls
Concept and Design
Original “Welcome Letter” to WHEDA home buyers consisted of a memo and a set of black and white papers with clinical language A more organized, professional marketing piece was needed to help new borrowers better understand what it takes to be a successful homeowner
Concept and Design
Welcome Letter
FAQ Brochure
Welcome Letter FAQ Brochure Online Payments
Welcome Letter FAQ Brochure Online Payments Info Cards
Welcome Letter FAQ Brochure Online Payments Info Cards Refrigerator Magnet Business Card
Results
Critical WHEDA homeowner information in a simple reference folder that is easy to store and access Empower new home buyers to have the information they need to become confident homeowners WHEDA’s Single Family Servicing Team realized a reduction in customer service calls
Conclusion WHEDA’s Homeowner Welcome Package was created as a response from WHEDA’s own employees on how to better serve its customers New homeowners face many challenges. The Welcome Package provides a pathway to solutions and reassures that answers from WHEDA are easy to attain
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