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| Buyer's Guide - The Importance of Intangibles | |
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About CogentQC Systems |
When looking for a QC system, everybody knows that sophisticated sampling techniques, accurate and targeted reports, and ease of use are important. But software alone is not enough for a complete QC solution. Quality issues are dynamic and complex; they require the right insight in addition to the right tools. At Cogent, we are committed to helping you get both. Customer Service. Quality control software requires extensive customer service for you to leverage it to its potential. This is true primarily because for a software package to assist you with improving processes, it must be custom-made to monitor and analyze those processes. Because every lender has slightly different lending practices, there is no such thing as a one-size-fits-all QC solution. Customization work is perhaps the most important facet of customer service because it is the only way to guarantee that the software does exactly what you want it to do. Customization is not an event that happens once during system setup; it is a constant process of reviewing what works and what doesn’t, and tailoring your system to perform to your expectations. A commitment to continued excellence is the key to useful customer service. A company that is willing to undergo customization procedures with you not only sells you a software package; it cements a partnership with you.
At Cogent Economics, our customer service is the best in the business. We stand by every system we ship, and are prepared to put in the necessary time and effort to make the software work for you. When you call our office, you won’t talk to a tech support clerk that has never heard of you before; you will speak directly with one of the programmers who developed your system. Our staff will explain all of the setup and maintenance issues, and interface with you and your IT staff to guarantee that your system functions properly. As time passes, we will make sure that the software keeps up with the pace of your business, so that your QC techniques will never be outdated. Education. In the QC business, knowledge is power. There are many ways to go about QC, all of which have varying returns in terms of knowledge and understanding. The least useful way to go is to outsource the entirety of the QC function. In this scenario, you entrust your destiny to outsiders and assume that their expertise will carry the day. The more involved you become in QC, the more you will learn about your particular organization’s lending procedures, what the bad loans look like, and where they are most likely to be found. An in-house, hands-on approach to QC guarantees better returns in education. The icing on the cake is when you also have access to resources and insights in the QC business that will keep you advised of changing trends, new techniques, and allow you to comprehend statistical concepts. The more educated you become, the more effective you will find you are at your job. Continuing education ensures that you are on the cutting edge of your profession, and helps give you the confidence you need to make the decisions that you face every day, so that you only need to depend on yourself and your staff to get the job done, and get it done right. At Cogent, we are happy to invest our time and resources on educating you. We regularly speak at industry conferences on quality control, and publish articles about emerging trends in the market, their effects on QC, and the best ways to deal with them. We give workshops on QC planning and implementation. In addition to education about matters of general interest to the industry, we also maintain a substantial resource base to deal with the features of our systems. We give regular WebEx Seminars on system functions and procedures such as sampling, reporting, and customization. We keep a series of articles and explanations of various types of reviews and reports, and relate them to each other in a way that allows you to operate efficiently. Our knowledge base grows almost daily, and we pass on everything we learn to our clients. We are proud to say that we have the most well-informed client base of any QC system on the market.
Community When intelligent professionals get together, the whole is always greater than the sum of its parts. Bringing together experts so that they can share insights is always a worthwhile exercise. It facilitates an exchange of knowledge that allows unprecedented leaps in creativity and efficiency. This concept does not require much explanation, but its impact can be profound. Younger professionals can learn from their more seasoned peers, and people who have been in the game for a while can learn from newcomers with fresh insights. Because QC professionals at different firms are not really competing against each other, there is no disadvantage to this cooperation.
The primary barrier to the formation of a community of professionals is geographical separation coupled with the lack of an effective information infrastructure. At Cogent, we have overwhelmed this barrier in several ways. First, we created the Cogent Discussion Group, an online forum where you can share information with other clients and find ways to combine your insights. Second, our annual Symposium brings our clients together to meet and greet each other face to face, while they have the opportunity to hear about key topics in mortgage QC, presented by experts. Third, and perhaps most significantly, our entire development process is client driven. When one of our clients asks for an enhancement or alteration to the system that could be useful to all of our clients, then we bring that innovative idea to the Cogent community. Our clients benefit directly from the work of their peers, and we are proud to be able to facilitate that creative process. Stability An investment in a quality control system is no small matter. You pay good money and put in the hours in order to get a working QC system. You should expect that your vendor is going to be here tomorrow, ready to assist you towards greater quality. Stability is a prerequisite to success because results in QC are only realized over time as processes improve. We have been here more than 15 years, and aren’t going anywhere. We only do one thing: create quality control systems that are the best in their class. We won’t shift our mission, and we won’t abandon our clients. Our company is financially stable, has been recognized by major industry publications as an industry leader, and is eager to partner with lenders who are serious about quality. |