Proactive support for your technology investment
The more you customize your use of Encompass® technology, the more you need Enterprise Tech Support. Our team continually monitors and enables advanced tools to improve your system, workflow efficiency and overall performance. This includes the following services and personnel:
Customer Success Management
- Case monitoring and escalation
- Weekly reporting and tracking
- Customer project assistance
- Technical case advocacy
- 24x7 availability for critical issues
Customer Success Engineering
- Expert technical assistance
- Expert monitoring and tuning
- Professional development, data analysis, and issue resolution support
- Virtual Admin and Managed Services packages
- Customer Performance Program
Enterprise Tech Support service levels:
Specialized offerings: Add-ons for even greater efficiency
Get 24x7 support (Severity 1 issues) and the ability to have faster initial response times. You also have the option to purchase additional services, such as Tech Pulse and Virtual Admin Hours. Read less Read more
- Review and creation of general business rules.
- Create and/or review of input form list(s).
- Review of loan templates.
- Review of plan codes and impact of being tied to loan programs.
- Full review of template sets to ensure maximum efficiencies.
- Organization of document sets, including: e-folder setup, e-disclosure packages, and additional documents based on state disclosure matrix.
- Knowledge transfer review of company user setup for best use of hierarchy, user groups, roles, and milestones.
- Review of fee mapping section and Mavent functionality.
A consultative approach led by a Senior Technical Engineer, who provides a thorough analysis report and walk through of your environment, along with remediation recommendations. Read less Read more
- Top-down analysis of your environment by transaction type.
- Network dependency analysis, including drill down to local performance and diagnostics.
- Workstation configuration and logging analysis to:
- Identify trends, common error messages, and other key data points or issues that may be slowing down your environment.
- Isolation of performance bottlenecks.
- Review of Encompass configurations and customization.
- Analysis of workstation capability.
- Reporting and recommendations for improving performance and support.
- Follow-up call and walk through of findings.
- Report on the impact of system changes following completion of the Tech Pulse engagement.
A light, subscription-based version of Enterprise Tech Support. Leverage a Customer Success Manager, a Customer Success Engineer, and Virtual Admin to help you clarify and execute business goals. Read less Read more
- Monthly check by a Customer Success Manager on the progress of key project goals, and proactive sharing of upcoming release information and dates.
- Customer Success Engineers provide Virtual Admin help, including:
- Encompass admin review and creation of general business rules.
- Creation and/or review of input form list(s).
- Review of loan templates.
- Review of plan codes and the impact of being tied to loan programs.
- Full review of template sets to ensure maximum efficiencies.
- Organization of document sets, including: e-folder setup, e-disclosure packages, and additional documents based on state disclosure matrix.
- Review of fee mapping section and Mavent functionality.
Fully leverage your ICE Mortgage Technology investment
Contact your ICE Mortgage Technology Account Manager for more information about Enterprise Technical Support and other specialized support offerings.
ICE Mortgage Technology Platform