A True Partnership

At ISGN, being a true partner with our customers means much more than providing powerful mortgage solutions. We are committed to promoting your growth through enduring solutions and ongoing support.

No other mortgage software vendor can provide the quality of specialized training and services that ISGN does. Everyone here is completely committed to consistently deliver the best mortgage software solutions and services in the mortgage industry. This has been the company mission since its beginning, and it continues today as a company-wide effort. Through our industry-recognized Help Desk, powerful web support services, and unique extensions of both, everyone at ISGN works together to deliver total software support and achieve complete customer satisfaction.

In addition to our award-winning Customer Support team, we have a dedicated Professional Services Department for coordinating your installations, upgrades, training, and other on-site services. Our approach provides the total help desk experience, which ensures that our customers maintain a complete system that not only meets specific needs today, but grows with your business in the future.

From the big, out-in-front things like our Help Desk Support to small, behind-the-scenes things like updating the Knowledgebase, everyone at ISGN firmly believes that they have the power to make the difference for our customers – and they do every day!

ISGN’s multi-faceted methodology to customer support provides users with the total help desk experience, 24/7. Our Implementation Team gets your system up and running on time and within budget. Comprehensive yet accommodating training ensures your operation utilizes your system to its fullest potential.

Our annual conference is a three-day educational event where ISGN customers gather to network with other users, learn new information, see the latest industry technologies, and so much more. An important extension of our Help Desk, the ISGN conference is an excellent opportunity to present information that might otherwise be difficult to share through traditional support channels, like through our panel discussions and customer presentations.

The ISGN newsletter is a periodical created exclusively for ISGN customers and partners. It offers customers a quick overview of what is new and important, what is going on at ISGN, what they can expect to see in the months to come, and new ways they can save money and improve their system.

In an industry that is ever changing, ISGN believes that knowledge is power. That’s why we host live webinars throughout the year. Our goal is to keep our customers informed about the biggest developments and hot industry topics, as well as to provide an opportunity to ask questions of industry experts and gain a deeper understanding of our products.

Award-Winning Support & Services

Service is first at ISGN. Continuing our partnership beyond training and installation, ISGN employs the most knowledgeable technical and mortgage experts in the industry. When you call our Help Desk, you connect directly to an expert who knows your system and how it needs to work.

First and foremost, ISGN’s Customer Support Technicians answer an impressive 98% of all incoming support calls live, within 33 seconds. Of those calls, 88% are resolved in one hour. 95% are resolved in less than one day. Only 4% are escalated through ISGN’s Daily Issues Process for troubleshooting at a higher level. Answers are returned at this stage within 2 hours of the escalation submission to ensure that all issues, big and small, are resolved completely and to your satisfaction.

ISGN’s goal is not only to resolve issues quickly, but also completely on the first call. To help insure this happens, a knowledgebase technician reviews all closed calls within 24 hours. Their mission is to ensure ISGN’s high level of customer support is constantly being maintained, problems are handled properly and quickly, procedures are being followed, and the Knowledgebase is being updated.

In addition to our award-winning Help Desk, ISGN’s industry-renowned, customer-only websites offer customer support 24/7. They provide users with product details, FAQs, and support information, as well as communication with other customers.

Passion, dedication, and a commitment to excellence – those are the qualities that have earned ISGN an amazing group of long-term customers and an ever-growing number of new customers. We continue to focus on growth, while always remembering that our current customers are just as important as a new sale, if not more.