The lender said that despite the hype about systems being available 24 hours a day, its research has found a staggering 79 per cent of intermediaries never use lenders’ online systems after 10pm. The research did however discover one intermediary that always used such systems after 10pm.
Jeff Knight, head of marketing services at GMAC-RFC, whose online system is available 7am to 10pm Monday to Friday, and 8am to 6pm weekends, commented: “I have been saying for some time now that the vast majority of intermediaries are not insomniacs and have no use for an online system at 2am. If they can’t sleep I am sure they would rather do something else.
“When we launched our award winning on-line system, we did so having designed a system based on the needs of our customers – the intermediary – rather than on a whim. It was as clear then as it is today that being available 24/7 is nothing more than hype. And I urge intermediaries not to believe the hype. We pride ourselves on having features that are demanded, rather than facilities that can be made into an advert and nothing else.”
GMAC’s research also found that 99 per cent of intermediaries found the GMAC system easy to use , while 73 per cent of intermediaries stated it was one of the best systems around.
Matt Grayson, public relations manager at BM Solutions, whose online system is available 24/7, retorted: “Service is about choice and flexibility. When Tim Burners-Lee invented the world wide web I’m sure he didn’t intend that the internet be used with a foot pedal.
“We’re not saying brokers are workaholics. But they might want to write business at night so they can spend time with the family the next day. Let brokers decide when they want to use the online systems.”
