wisconsin housing and economic development authority (wheda) homeowner welcome package

Wisconsin Housing and Economic Development Authority (WHEDA)

Homeowner Welcome Package

Welcome Package Topics

• Background Strategy• Concept and Design• Results

Background Strategy

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 StrategyCross-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

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

Concept and Design

Welcome Letter

Welcome LetterFAQ Brochure

Welcome LetterFAQ Brochure

Online Payments

Welcome LetterFAQ Brochure

Online Payments

Info Cards

Welcome LetterFAQ Brochure

Online Payments

Info Cards

Refrigerator Magnet

Business Card

Results

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

Thank you