In possibly an Australian first, Bankwest customers are now able to check the details and status of their home loan application using Application Tracker, a real-time, 24/7 online service, that also sends push notifications at key milestones.
Bankwest’s Executive General Manager of Retail, Andrew Whitechurch, said the Application Tracker had been developed by working directly with customers to understand their needs.
“Customers increasingly expect all organisations, including banks, to be flexible, digitally-connected and more responsive in helping them achieve what matters. And what matters more to most people than buying their own home?
“The introduction of the tracker demonstrates that we listen to our customers, have the ability to adapt to changing customer expectations, and are committed to ensuring their home buying experience is as easy and stress free as possible.”
The Application Tracker is a web-based tool designed to keep customers informed throughout the home loan application process from the time the application is lodged, through approval, and right through to their first repayment.
“By listening directly to our customers we found that while they love person to person interaction, in a rapidly evolving digital world they also expect to be able to track the progress of their home loan themselves via digital channels, and to be kept up to date immediately at key points throughout the process,” added Andrew.
“Customers’ expectations about service and access to information on-line, is being shaped by their experiences in other industries. Banks need to continually innovate and adapt to those expectations in improving experiences for their customers. Buying a home or investment property is a big decision and can be a stressful and emotional time. Bankwest’s Application Tracker aims to make things as simple and as easy as possible.”
The Application Tracker launched to Bankwest home loan applications from October.