Customer Retention for the Mortgage Industry

Customer Retention is a key factor for the health of your mortgage loan portfolio because it is easier to keep customers than find new ones. In most cases less costly as well.

As our name implies Customer Retention Solutions specializes in finding ways to keep your mortgage customers. A dedicated Customer Retention Program can include many components. Customer Retention Solutions designs each program to suit each financial institution’s specific requirements so that they consistently achieve the best results.

CRS Analytics

The cornerstone of our success is our analytics, designed to help clients build and maintain industry leading retention rates in various economic environments. Our proactive retention management program delivers consistent, high-response direct mail and email marketing campaigns that focus on the greatest economic benefit for your borrower.


Our printing facility is designed specifically for mortgage letter and postcard campaigns. Whether you use our entire Mortgage Trac™ System, or just require high quality printing, we can help. We work with you to schedule production and delivery to maximize efficiencies. We are flexible and scalable for all your printing requirements.

Mailing Fulfillment

With mortgage mail campaigns, timing is everything. CRS inserts, meters, delivers and manages a mail fulfillment program that works. We deliver letters, postcards & specialty pieces in both black and white and full color on time to ensure your success. CRS uses the United States Postal Service, Federal Express and United Parcel Service to meet your mailing needs.

For example, Customer Retention Programs can include:

  • Direct mail letter and postcard programs that match each qualified customer with a specific offer or offers
  • Email campaign management
  • Telephone verification for outbound calling
  • Firm Offers of Credit
  • Trigger Programs

Customer retention involves building relationships with customers so that their first call or inquiry is going to go to your financial institution. That is why Customer Retention Solutions suggests contacting your current mortgage customers 4-6 times per year via direct mail, email or telephone.

  • Providing you with initial Customer Retention Consulting Services to determine needs
  • Applying data analysis to your mortgage portfolio because that is where we discover opportunities
  • Assisting in developing campaign letters, email and telephone scripts to deliver solid communication
  • Working with your marketing, compliance and legal people to ensure every contact is appropriate
  • Delivering reports on every campaign so that you can see results

Our customer retention models use the best data and analytics we can find. The information is as current and accurate as available because it limits errors and wasted marketing dollars.

  • Applying as many data elements as possible so that the screening process finds the right opportunities
  • We have a long history in the mortgage industry so we know things change
  • Keeping our processes and information current because it leads to better results