So we got this new system that went live this past Monday 8-22. It was created for front line collectors but before making sure it worked for every department including all Specialty Units they went live and guess what the Specialty Departments lost 65 percent of what they could do on the old systems can no longer do on the new
system.
How can you release something that does not work for everybody
5 replies (most recent on top)
Sounds like ifulfill, or the first time they transitioned from MSP…or when they went back to MSP…it’s almost comical.
Maybe 8 yrs ago a new mortgage origination system was introduced. (The old system, a legacy from Countrywide, was in FoxPro and had to be replaced, which was done without an attempt to copy or even study parts of it or the workflow, which meant throwing out all the little modifications that lubricate the workflow so it actually works.) The replacement, from IBM, was developed (not OTS) from a loan servicing system, because, well, you know, servicing gets its data from origination, so therefore they're almost the same and it will take only a tiny bit of customization. Unfortunately the users got to do a lot of the customization, in the form of PCRs and work-arounds until the missing functions were replaced, over another year or so.
Low quality tech hires and offshore teams...you get what you pay for.
Well they updated the Synergy system in Customer Service well over a year ago, and it’s terrible. The system starts to lag after 4pm, and management doesn’t seem to care that the customer is waiting. Imagine being on hold for an agent for what seems like forever, then when the agent finally picks up, the first 3 minutes of the call, the agent is stalling because they’re still waiting on your information to come on the screen. Synergy is a disaster.
Not that long ago they did the exact same blunder with monthly loan invoices. They migrated to a new invoicing system without working out the bugs. As a result, we had countless number of angry customers calling daily. Worse yet, the loans were being auto debited for the wrong dollar amounts! Took days to escalate and resolve. It was a fiasco. Total incompetence. This went on for weeks. Always wondered if it was deliberate sabotage by rogue employees, or if the bank was really this inept. What bank in their right mind screws up their monthly loan invoices?