Portfolio of Keith ElderMobius
by Keith Elder
About Mobius
TODO - finish about section on mobius
Business Impact
On January 19th, we launched the first piece of functionality that is Mobius called the "Withdrawn Client Survey Tool".
This tool processes survey results for our withdrawn clients to better understand what happened with their loan and what kind of feedback they have to give us. For example:
- Did we drop the ball?
- What could we have done better to make the client experience more amazing?
Here’s what we have learned in just a few days after the launch.
With these responses we were able to route these leads back into our teams:
- Was the client really unsatisfied with their loan experience? These will be routed to our Ism Assurance team to look into the details of the loan to see if follow up action is necessary.
- Does the client want to speak with a banker? These are being routed to Blue Print to receive the contact.
- Does the client want credit help? These are being routed to our Fresh Start team.
Making sure our client’s experience is paramount and establishing a process where these withdrawn leads can be followed up on appropriately is a huge piece to our client interaction. It is an exciting development and just the start for what Mobius will be providing!
Mobius and ERB
Mobius used ERB, an english based rules engine I created to process survey rules and other things within Mobius.
Gold/Silver Card Client Loyalty Program
In 2012 I helped launch the Gold/Silver loyalty program as part of Mobius. We worked extremely close with Marketing to keep them in the loop. We met with Marketing weekly and had numerous other meetings including a three day war-room session where we gathered feedback from Marketing to better understand their needs for MOBIUS.
The ultimate goal of Gold/Silver was to be able to finally track the life-time-value of a client through referrals.