1. Wisconsin Housing and Economic Development Authority (WHEDA) Homeowner Welcome Package

2. Welcome Package Topics Background Strategy Concept and Design Results

3. Background Strategy

4. 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

5. 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

6. Concept and Design

7. 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

8. Concept and Design

10. Welcome Letter

11. FAQ Brochure

12. Welcome Letter FAQ Brochure Online Payments

13. Welcome Letter FAQ Brochure Online Payments Info Cards

14. Welcome Letter FAQ Brochure Online Payments Info Cards Refrigerator Magnet Business Card

15. Results

16. 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

17. 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

18. Thank you