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  • Writer's pictureRick Haskell

Middle Management Disrupters!

For those of you sitting in a manager’s or director’s role, this article is for you. First of all, congratulations for the work that you do. You are the heart and soul of your company. In this article, I hope to inspire you to be a true disrupter within your organization, for you have that perfect vantage point to be a voice that brings positive change to your enterprise. For starters, let’s highlight the giant chasm that often exists between staff-level agents (where all the work gets done), and senior executives (where most of the major decisions are made).

Let’s take software purchases for example. In larger organizations, software purchase decisions are often made with virtually no input from the intended users of such software. When it comes to purchasing new loan servicing software, this can be quite frustrating for agents because they are the very ones experiencing all the pain and shortcomings in their current software.

I like to use the term, “Process-Driven Software” when qualifying a software’s design and workflow functionality. In almost every job, there’s a sequence of steps an agent much perform to complete their main job function. Let’s pretend it takes 20 steps that must be performed in a given sequence. And let’s assume those 20 steps are scattered across a dozen different screens. A poorly designed software will have the agent performing those steps in a haphazard manner, where the next step is often difficult to discern, and there are upwards of 50 to 100 clicks involved, plus lots of scrolling, to jump all around to complete the task. And consider that each agent must perform these tasks over and over again throughout their workday. All this inefficiency can be quite costly, and quite frustrating to the agents. Now imagine an LMS that boosts productivity by up to 30%, simply because of its architecture. And then consider the intangible value gained by giving agents a consumer-grade UI that is a joy to use because its very design makes them more accurate and productive in their daily tasks.

Now in most organizations there’s always a small handful of agents who are over-achievers, and always making suggestions on how to improve operations. I absolutely love befriending these rarities, and I would urge you to take all of their suggestions very seriously. At Lendisoft, our comprehensive LMS design was meticulously composed by these very same individuals—those who spent much of their early careers in the trenches of collections and asset recovery roles—those who have lived the pain and toil of inefficient, LMS software design.

This is one of those things you just have to see to understand, which is why I urge you to use your position in middle-management to champion a new initiative within your own organization—one aimed at driving efficiency and effectiveness in your operations. Share with your C-level execs how inefficient your current LMS is; make them understand how difficult and cumbersome the data workflow is as required by your software. And then schedule a Lendisoft LMS demo at your earliest convenience—and be sure to invite a few of those “over-achievers” down in the trenches! And then sit back and watch as those agent’s eyes light up when they see how business flow and UI design was meant to be. Now for the sake of this article, I won’t go into all the other cost saving benefits and efficiencies brought on by Lendisoft’s risk management suite. But if you’ve ever experienced the frustration of poorly designed UI, or a software’s inefficient data flow, I urge you to take a look at Lendisoft LMS. Schedule a demo today!


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