Ellie Mae ® (NYSE: ELLI), a leading provider of enterprise-level, on-demand automated solutions for the residential mortgage industry, today announced that it has opened a new product support center in Omaha, Neb., and increased its Technical Support staff by more than 50% from year-end 2012 to September 2013.
Additionally, Ellie Mae has created a tiered support organization of highly-specialized technical resources to enable more efficient handling of incoming calls. The Technology team consists of experts that focus on installation, database, networking, code-level engineering and solution architecture. The Industry team consists of mortgage banking specialists that focus on the accuracy of disclosure and closing document output, third-party origination, loan quality, compliance, product and pricing, secondary marketing and trades.
By increasing capacity and routing calls to Technical Support staff with the appropriate expertise, Ellie Mae can provide customers with shorter wait times, more rapid problem resolution and a better overall support experience.
“Over the past year, the number of Encompass360 users has increased to more than 88,000, with 60% taking advantage of our SaaS version,” said Jonathan Corr, president and chief operating officer of Ellie Mae. “We believe that continued investment in tech support, along with infrastructure improvements and additional talent, will enable us to provide all clients with faster, more specialized support.”About Ellie Mae Ellie Mae, Inc. (NYSE: ELLI) is a leading provider of on-demand automation solutions for the mortgage industry. The Company offers an end-to-end solution, delivered using a Software-as-a-Service model that serves as the core operating system for mortgage originators and spans customer relationship management, loan origination and business management. The Company also hosts the Ellie Mae Network™ that allows Encompass ® users to electronically conduct business transactions with the lenders and settlement service providers they work with to process and fund loans. The Company's offerings include the Encompass, Encompass360 ® and DataTrac ® mortgage management software systems. Ellie Mae was founded in 1997 and is based in Pleasanton, California. To learn more about Ellie Mae, visit www.EllieMae.com or call 877.355.4362. © 2013 Ellie Mae, Inc. Ellie Mae ® , Encompass ® , Encompass360 ® , DataTrac ® , Ellie Mae Network ™ and the Ellie Mae logo are registered trademarks or trademarks of Ellie Mae, Inc. or its subsidiaries. All rights reserved. Other company and product names may be trademarks or copyrights of their respective owners.