6 Best Mortgage CRM Software in 2019

Mortgage CRM software helps loan officers manage new and existing customers while keeping detailed personal and regulatory information organized. It also automates communication, keeping all parties up-to-date on the lending process. We compared a dozen CRMs based on automation and integration features to find the six best platforms, including the best overall mortgage CRM.

6 Best Mortgage CRM Software

How We Evaluated the Best Mortgage CRM

The best mortgage CRMs keeps mortgage professionals like loan officers organized and in communication with their prospects, customers, associates, and partners throughout the lending process. It should ideally include contact and pipeline management, loan origination software (LOS) integration options, lead capture, and task management.

The criteria we used to evaluate the best mortgage CRM includes:

• Price – We compared the costs per user and any upgrade costs for additional users, onboarding, and integration fees.
• Mortgage-Specific Features – The best CRM for brokers include pre-built mortgage scripts, email templates, data fields, checklists, and more.
• Contact Management – We examined the platforms’ process to create, edit, and link contacts and to perform other functions such as emails, calls, and tasks.
• Pipeline Management – Factors such as ease of setup, customization, and the ability to create multiple pipelines were compared.
• Integrations – We looked at integration options with loan origination software (LOS) and other industry-related platforms like point-of-sale (POS) software.
• Ease of Use – We reviewed setup, user interfaces, and whether onboarding was offered.
• Automation – Each platform’s ability to automate follow-up tasks, including lead generation to post-closing, email marketing, and lead nurturing, was examined.
• Analytics and Reporting – We compared ability to forecast sales, track goals, and provide reporting and dashboards for lead sources, sales rep activities, and conversion metrics.
• Customer Support – We reviewed the level of ongoing support included and the depth of online resources and communities.
• Customer Satisfaction – Paying attention to user reviews, we compared overall customer satisfaction and if there were any major functional red flags.

We recommend Jungo as the best CRM for mortgage brokers because it offers an all-in-one solution that meets the above criteria. It will help mortgage professionals manage relationships with automation capabilities, customization, and lots of integration options within the Salesforce AppExchange, the company’s marketplace of applications and services. Take a look at our article on CRM Software Providers to learn more about using a CRM in a more general capacity.

Best Overall Mortgage CRM for Small Business: Jungo

Jungo is a mortgage CRM app with industry-specific contact management, automatic lead capture, LOS integration, and document management for $99 per user per month. With add-ons, its pricing is above average, but its many features, customizations, and integrations can justify the higher price. Jungo is best for mortgage companies seeking the best combination of powerful and scalable lending industry-specific features and value.

Jungo Pricing

Jungo’s base rate is $99 per user per month, with potential price breaks based on the number of users and billing method. It includes contact management, workflow automation, and document management. There are automated milestone emails, alerts, and a full-featured mobile app with available add-ons for more functionality.

The add-ons are priced as follows:

• Leads app: $10 per user per month. Automated lead capture from Zillow, Trulia, Lending Tree, and Informa Research Services.
• SMS app: $10 per user per month. Mass texting to contacts, and automated loan process alerts to borrowers, real estate agents, and partners.
• LOS sync: $42 per month with one-time $500 setup fee. Automated loan updates to borrowers, appraisers, escrow agents, title agents, and others.

Jungo Features

As Jungo is built on the Salesforce platform, a Jungo subscription includes a Salesforce license. In addition, its features include contact management, workflow automation, document management, and robust customization options. There are also nearly endless integration options with the Salesforce AppExchange. Add-ons provide lead capture from companies such as Zillow, mass texting, and LOS sync.

These are the primary features of Jungo:

Contact Management

A subscription to Jungo comes with a Salesforce license. Though the specific license is not listed on their site, it most closely resembles the Enterprise edition, with features like lead management, lead assignment, and process automation. Additionally, DocsBar keeps all documents attached to the contact record with the encrypted CRM, and can be used as a checklist for documents between lender and borrower or to assign follow-up tasks.

There’s also the ability to create contracts, quotes, orders, and price books. The unlimited customizable process builder, profiles, record types, roles, and permissions make this stand out over all the others. Another standout is the AppExchange with its seemingly unlimited app integration and services options. The breadth of this marketplace puts Jungo well above the other platforms reviewed for its ability to connect, expand, and scale.

Integrations

Jungo’s primary out-of-the-box integrations include Outlook, Gmail, Floify, BombBomb, and Mortgage Coach. It will also integrate with any app within the Salesforce AppExchange. The BombBomb (available with paid plans) integration allows you to create and track video emails for any type of scenario, such as promoting events, educational emails, and campaigns.

Integration with loan origination software (LOS) requires their $42 per month add-on with a $500 setup fee. This will automate the process by sending borrower data to the LOS automatically and then updating the CRM record with the transaction record. The LOS sync works with Encompass, Byte, Calyx, Mortgage Machine, and Mortgage Builder. Each transaction in the lending process is then visible in the pipeline.

Communication Automation

The automated loan milestone feature sends emails to notify borrowers as they reach important steps in the process. These include things such as the appraisal has been ordered, disclosures sent, pre-approval update, loan in underwriting, approved, and more.

With the Leads add-on ($10 per user per month), leads are automatically captured from Zillow, Trulia, Lending Tree, and Informa Research Services based on ZIP code or zone. The leads can then be distributed based on your criteria and setup with follow-up task alerts to team members. These leads can also be added to email drip campaigns and popular telephony platforms.

Reporting & Analytics

Because it’s built on the Salesforce platform, Jungo has a lot of report customization options. You can create a report on nearly any field and track progress against variables such as time, people, or teams. They can be generated automatically, emailed, and created as dashboards that are also available on the mobile app.

Here are some common reports:

• Current Pipeline
• Loans in the Pipeline by Status
• My Pipeline by Referral Source
• Loan Reports
• My Daily Call Report
• All Loans – w/Commissions
• New Prospects and Leads This Month
• My Top Referral Sources YTD
• New Contacts /Lead Source (last 90 days)
• My Top Lead Sources YTD
• My Business Contacts
• Birthdays Next Month
• Mass Email Reports
• New Borrowers by Stage (This Year)
• New Leads + Prospects (This Year)
• Closed Loans this Year
• DocsBar – Pending Percent Complete
• DocsBar – Days to Complete

What Jungo Is Missing

Though Jungo is a powerful CRM, because it is based on the Salesforce platform, it may turn off some users who have used the general purpose CRM before and aren’t comfortable with its user experience. In other words, it can feel overwhelming because of the many features. Jungo also requires an annual contract, unlike the rest of the CRMs reviewed.

What Users Think About Jungo

Many users like that it’s an all-in-one platform, allowing them to add additional tools as they continue to grow their businesses. Some found it required too much initial customization to get started.

Best Mortgage CRM for Automated Communication: Whiteboard

Whiteboard is a mortgage CRM that comes with ready-made campaigns, call scripts, and predetermined tasks that automate communication for lenders for $79 per user per month. It includes unlimited contacts, loan process management, loan origination software (LOS), and lead source integrations. It’s the best CRM for mortgage brokers who want an automated, out-of-the-box solution for comm\

unicating with leads and customers.

Whiteboard Pricing

Whiteboard is $79 per user per month with a $299 setup fee. It includes pipeline management, loan process management, pre-made campaigns, analytics, and a number of LOS integrations. There’s also a dedicated success coach, U.S.-based technical support, and full knowledge base. A $33 per month texting add-on includes 1,000 monthly texts.

Whiteboard Features

Whiteboard was built as “a task-driven, one-on-one communication system” to make the buying process painless for everyone involved. The heart of the CRM is its Mortgage Playbook, a series of pre-built automated marketing materials and campaigns, call scripts, daily tasks, and templates. Included is a dedicated customer success coach, onboarding, a knowledge base, videos, and U.S.-based technical support (Monday through Friday, 9 a.m. to 6 p.m. CT).

Whiteboard CRM includes these main features:

Contact Management

There is no contact record limit, unlike the plans from BNTouch, MyCRMDashboard, and Surefire. Contact management includes call scripts, daily tasks, and hundreds of templates to give loan officers ready-made tools to help in the mortgage process. The texting feature lets loan officers (LOs) message borrowers and partners with loan status alerts automatically, adding notes to the contacts’ records.

Inside the contact record are call prompts with scripts for different sales situations. However, unlike BNTouch, Jungo, Streak, and Surefire, there is no mobile app. There’s also no online 1003 app capability like what’s found in Jungo, BNTouch, and Surefire.

Integrations

Whiteboard only currently integrates with Calyx, but integrations with other LOS software, including Encompass/Ellie Mae, LendingQB, and Byte, are coming in 2019. Additional integrations include Zillow, Homes.com, Realtor.com, and Lending Tree. Other third-party lead source integrations include Heavy Hammer, Lead Point, Commissions Inc., Crazy Monkey Leads, and Free Rate Update.

Communication Automation

Whiteboard has built their platform around their Mortgage Playbook—pre-built automated campaigns and content to help lenders market and sell their services. This includes playbooks, call scripts, and automated marketing emails to clients and partners. There are also predefined task lists, email alerts, and status updates to inform borrowers about each step of the process. Automated texting can be sent to individuals and within campaigns.

There are over 100 pre-built marketing automation campaigns, including new lead, refinance, cancelled loan, partner, and more, with configurable entrance and exit triggers. The included forms cover new lead capture, pipeline management, and the loan process. With all of these features, you have the option of using the pre-loaded version or customizing your own.

Reporting & Analytics

The daily dashboards show things like tasks, customer birthdays, recent activities, and unread notifications. Among their pre-configured sales reports are funded, referral funded, borrower funded, and participant and referrers, which is their most popular report.

On the marketing side, there are reports for lead conversion, email usage and opt-out, and texting usage. You can use advanced filters to get more granular with your analytics search and reporting. In addition, all records and reports can be exported to a CSV file for sharing.

Contact record with call script. Image courtesy of Whiteboard.

What Whiteboard Is Missing

Whiteboard is missing a mobile app, but they do have an iOS and Android app being tested with a possible release date of the first quarter of 2019. There is also no ability to create multiple pipelines, which may be limiting for teams with multiple mortgage products and sales steps.

What Users Think About Whiteboard

There are only a few customer reviews of Whiteboard online. What I found was on their Facebook page. These users found the success coach and implementation support very effective. They like that it maintains relationships automatically. When contacting them, I found their team to be very responsive, always sending quick answers to my questions.

Best Mortgage CRM with Scalable, a la Carte Pricing: BNTouch

BNTouch is a powerful CRM with multiple add-on options including text, e-signature, automated phone messages, mail, and customer surveys. Its competitively-priced plans, which start at $99 per month plus activation, can be set up for any size team with reduced per-user costs as you add more users. Therefore, BNTouch is best for growing mortgage teams that want per-user feature and pricing flexibility.

BNTouch Pricing

The $99 per month Individual plan includes contact management, lead conversion marketing, and loan document management. The Team plan starts at a two-user minimum of $79 per user per month, adding team collaboration and automated process marketing. Additional features such as text and voice automation, dialer, e-signature, and mail can be added a la carte.

BNTouch’s add-on a la carte offerings include:

• Surveys and testimonials: $15 per user per month. Collect testimonials with custom surveys.
• Text and voice: $49 per month for 1,000 minutes; $0.03/minute/text. Send text marketing and pre-recorded messages automatically.
• Dialer by Phoneburner: One to two accounts at $125 per account per month (reduced price for additional accounts). Call contacts, leave pre-recorded messages, and log calls.
• Website manager: $35 per month. Build websites and landing pages.
• Mail: $0.65 per 4×6 postcard. Automatically send postcards from marketing campaigns.
• E-signature: $20 per user per month. Allow borrowers to sign and upload documents digitally.

BNTouch Tiered Features

Individual

The Individual plan costs $99 per user per month, plus a $99 activation fee. It allows for up to 2,500 records, unlimited emails and campaigns, and a lead conversion marketing platform. The digital loan platform has an online 1003 mortgage app, document management, in-processing updates via text, and borrower and partner portals. There’s also post-funded follow automation with dozens of pre-configured campaigns.

The video creator lets you send custom videos to customers and website live chat allows you to answer questions and collect leads—the only CRM on our list that has this combination of features. Missing is automated communication via SMS/text like what’s found in Jungo, Whiteboard, and Surefire. This plan is ideal for independent mortgage brokers needing base mortgage CRM features with the ability to add extra services as needed.

Team

The Team plan starts at a two-user minimum for $79 month per user with a $79 per user activation fee. It adds team collaboration, automated mortgage process marketing, and administrative controls, among others. Team collaboration lets you share files, notes, and reports with assistants, processors, and agents. With the add-on module, you can also connect with anyone in the process via email, text, phone, and social.

This plan is best for growing mortgage teams that want additional internal collaboration features and want to add on specific services for their loan officers as needed. It’s also for teams that need customizable lead distribution and administrative control.

Team collaboration with the shared document library. Image courtesy of BNTouch.

What BNTouch Is Missing

Although you can add additional records past the initial 2,500 per user record limit, costs can grow quickly for larger teams. There is no online community group for posting questions and answers—though they do post regular blog posts with feature updates.

What Users Think About BNTouch

Users generally liked the software’s automation capabilities for sending out items such as newsletters and emails. Some other users, however, found using it to be difficult and support sometimes slow to respond when they had questions.

Best Mortgage CRM for Robust Email Marketing Automation: Surefire

Costing between $90 and $150 per user per month, Surefire CRM has mortgage-specific features such as an online 1003 app, loan origination software (LOS) integration, and interactive tools. It also has robust marketing automation and contact segmentation, allowing for more targeted marketing emails. This makes it ideal for larger mortgage teams needing a CRM with marketing automation that is highly customizable based on specific contact attributes.

Surefire Pricing

The Small Team costs $150 per user per month and includes contact management, online 1003 app, interactive tools, and database monitoring. The Business plan includes everything in the Small Team plan plus LOS integration and an account manager for $90 per user per month with a 30-user minimum. Volume discounts are available for both.

Surefire Tiered Features

Small Team

The Small Team plan costs $150 per user per month, but there is no annual contract required, unlike Jungo. It includes contact management, email campaigns, database monitoring, and an online 1003 app. With campaigns, you can create dynamic segmented lists using predefined filters and hundreds of email templates. They will help you import your contacts database, but unlike BNTouch and Whiteboard, there is no onboarding fee.

There is, however, no LOS integration capability like what’s found in the other vendors (except Streak) at this price point, which may make it a deal breaker for some. To get this, you would have to upgrade to the Business plan. Therefore, this plan is best for those lenders who do not need LOS integration, but who want powerful marketing email automation features.

Business

The Business plan includes all of the same features as the Small Team with the addition of phone support, a dedicated account manager, and LOS integrations. These include Encompass, Calyx, Byte, Lending QB, and Mortgage Builder. There’s real-time sync with loan files and the system will automatically send in-process videos for milestones such as “submitted to underwriting” and “approved.”

They offer the LOS integration service for an additional fee, which is the case with all of the CRMs reviewed here. Missing is the ability to communicate by SMS/text, unlike Jungo, Whiteboard, and BNTouch. It costs $90 per user per month, but also requires a minimum of 30 users. Therefore, it’s best for larger mortgage teams that need robust email marketing, LOS integration, and hands-on support.

Email marketing. Image courtesy of Surefire.

What Surefire Is Missing

Though Surefire has advanced email marketing automation, it doesn’t have SMS/text communication built into their platform, unlike Jungo, Whiteboard, and BNTouch. It’s also missing LOS integration for its entry plan.

What Users Think About Surefire

Unfortunately, I couldn’t find any user reviews for Surefire. The company, however, has been around since 2003, so if they weren’t creating a CRM that mortgage professionals found valuable, they likely wouldn’t still be operating.

Best for Customer-Focused Communication Features: MyCRMDashboard

MyCRMDashboard is a relatively inexpensive, user-friendly mortgage CRM with excellent customer support and a starting price of $59.99 per user per month. Along with contact management and marketing automation, the CRM includes surveys, testimonial features, and a personalized loan officer URL. Therefore, it’s best for mortgage companies that want a CRM with externally-facing tools for their customers.

MyCRMDashboard Pricing

MyCRMDashboard includes contact management, automated email campaigns, and reputation management. Pricing starts at $59.99 per user per month with a $500 onboarding fee. For teams of more than 50, pricing goes to $29.99 per user per month. Additional add-ons for direct mail client follow-up campaigns range from a one-time fee of $39.50 to $59.50.

MyCRMDashboard Features

Aside from contact management, the software includes a dedicated account manager, loan origination software integration, and surveys with NPS scoring. The feature that sets it apart from the competition is the personalized URL, a customizable page for loan officers to collect customer reviews they can then share on social media directly from the page. This is best for mortgage branches that want an easy-to-use CRM with lots of customer service features.

MyCRMDashboard includes these main features:

Contact Management

The dedicated account manager and customer service team assigned to you are involved from day one during the onboarding process and with all subsequent support. This feature is not found in the other CRMs we reviewed. It includes 1,500 contacts per user (1,000-contact increments are an additional $25 per month).

Each user has their own personalized URL, which is a landing page for customers to ask mortgage questions, provide referrals, and update their contact information for the loan officer. Branches can use this page’s reviews to measure customer experience, and loan officers (LOs) can share their reviews on social media from here. This is a feature not found in the other CRMs we reviewed.

Example of a personalized URL. Image courtesy of MyCRMDashboard.

Integrations

The CRM currently only integrates natively with one loan origination software program, Encompass, but the company is in the process of integrating with Calyx, LendingQB, Mortgage Bot, Mortgage Builder, and Open Close. They also have the capability to integrate with others using their professional services team (requires a separate fee). Also, with this same team, they can perform integrations for Salesforce, pricing engines, and core bank operating systems.

There is no native website lead form, but the software integrates with WordPress Visual Form Builder. There’s also no 1003 mortgage app integration, unlike what is found in BNTouch and Jungo.

Communication Automation

The key automation features are the email marketing campaigns, milestone marketing, and access to the online store traditional mail marketing and communication. There’s also an interest rate module that lets lenders monitor their clients’ loan rates, maturity and adjustment dates, and be alerted when their interest rate or loan-to-value reaches certain thresholds.

Third-party surveys can be sent to generate feedback post-closing. The Connections program (upgrade options) will automate post-loan communication for a period of three, five, or seven years. These include touch points such as surveys, emails, email videos, newsletters, and birthday cards.

Reporting & Analytics

The company’s focus on customer service for their clients is reflected in the features they’ve included in the CRM, such as surveys, reviews, and reputation management. Tracking these metrics is easy using their real-time dashboard that rolls up all of the data by branch.

These include the following reports:

• Surveys Sent
• Surveys Returned
• Survey Response Rate
• Online Response Forms Filled
• Email Sent
• Email Opened
• Email Clicked
• Email Unsubscribed
• Mailings Sent
• Leads Generated
• NPS Score
• Customer Satisfaction Rating
• Converted Leads
• Referrals Received
• Testimonials/Reviews Received

What MyCRMDashboard Is Missing

There is no automated texting capability like what’s found in Whiteboard, Jungo, and others, but their marketing manager told me it was on their product roadmap. There’s also no mobile app, but the software is mobile-friendly, so it will be rendered proportionally no matter the device.

What Users Think About MyCRMDashboard

This is one of the few mortgage CRMs that has a relatively significant number of reviews posted on third-party sites. The reviews are largely positive and call out the platform’s ease of use and excellent customer support. I also found their small team very responsive, from my initial live chat conversation to a subsequent phone call and emails with their marketing manager.

Best CRM for Mortgage Brokers with Direct Gmail Integration: Streak

Streak CRM resides in your Gmail account’s inbox. Because there is no separate app, you create and manage contacts, deals, pipelines, and communications right from your email. It is also free for up to two users, or $49 per user per month for the Professional version. Though there are no mortgage-specific features or mortgage integrations, its simple use and low cost of entry makes it ideal for mortgage teams that want to work entirely from their Gmail.

Streak Pricing

The free plan includes two users and contact management, and has unlimited pipelines. It also has email scheduling and tracking, a mobile app, and tasks. The Professional plan costs $49 per user per month and includes email filtering, call logs, and permissions. They offer a free, 14-day trial that integrates with Gmail with a few clicks.

Streak Features

Free

This is the only CRM we reviewed with a free plan. It lets you see all contacts, leads, and deals from your Gmail inbox. Settings, updates, and integrations are managed from another menu next to the Google apps icon. It comes with unlimited pipelines that have the look and feel of an Excel spreadsheet.

There is no reporting capability, unlike all of the other CRMs reviewed. To get reporting would require upgrading to the Professional plan. Therefore, this plan is ideal for loan officers or mortgage brokers who only want to manage contacts and their pipeline without any additional functionality.

My leads view showing in Gmail. Courtesy of Streak.

Professional

For $49 per user per month, the Professional adds integrations with Zapier, reporting, and email support. You can log calls and meeting notes, which can be timed and followed up on easily. Reporting is highly customizable for each pipeline with filters that can pull in a variety of data. Reports can be created for sales and pipelines. However, there is no marketing automation, unlike what’s found in all of the other CRMs we reviewed.

There are sales filters for deal amounts, close rate, close rate by value, and more. Pipeline filters include interactions, time in each stage, and activity-based metrics such as emails, calls, and meeting notes. This plan is for mortgage teams that need multiple pipeline management because they manage multiple mortgage products. It’s also for those teams that already have separate resources for lead generation, marketing, and mortgage-related software.

View of a Streak pipeline within Gmail. Image courtesy of Streak.

What Streak Is Missing

Because it lives in Gmail, Streak, by design, is a fairly slender CRM. Though you can send bulk emails, it doesn’t have the automation capabilities of the other software we reviewed. There is no ability to do regular post-loan mailers, nor does it natively integrate with loan origination software (LOS) platforms.

What Users Think About Streak

Users of Streak like managing all of their sales activities using their Gmail inbox, especially because it means one app that they are already familiar with. To read in-depth reviews, visit our Streak user and reviews page.

Bottom Line

The best mortgage CRM is designed with lending officers in mind. It should include contact management with mortgage-specific milestones and automation to keep loan officers organized and their borrowers up-to-date on the lending process. It should also give the user multiple options—email, text, phone, and video—for communicating with their clients before, during, and after the loan closes.

Jungo is a powerful CRM designed specifically for the mortgage industry, with robust contact and deal management functionality you would expect from a member of the Salesforce platform. The number of features are nearly unlimited and the integration options are in the thousands thanks to the Salesforce AppExchange. Visit the Jungo site to set up a demo today.

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