00:00Live from New York, I'm Diego Sanchez, president of HousingWire, and my guest today is Jesse
00:14Decker, who is the chief customer officer at Poly.
00:17Jesse, it's so great to have you here today.
00:19Thank you for having me.
00:20I'm excited to be here.
00:21So the last time we spoke, you had just stepped into your role at Poly.
00:27Tell me how the last month has gone and what your perspective is on the product development
00:34strategy at Poly.
00:35Yeah, sure.
00:36So it's been a whirlwind.
00:37Definitely drinking from the fire hose, as they say, but all good learnings and all good
00:42conversations, talking to lots of customers, talking to our folks, talking to our teams
00:47about how it is we've engaged with customers in the past and how we want to engage more
00:51deeply with customers moving forward and build upon everything we've put into place from
00:55a customer relationship management perspective.
00:57You know, our product roadmap is and has always been driven by what our customers want and
01:02need and where we believe, you know, the proverbial where the skate to where the puck is going to
01:06be.
01:07So we're really trying to challenge ourselves and pick up the challenges that our customers
01:11have given us and build that into the product roadmap.
01:14And you've recently launched two new products.
01:17You've got Pricer UI and Mobile Locking.
01:20Yes.
01:21Tell us more about those.
01:22Yeah.
01:22So these are new products that have been in beta and are widely available.
01:28We've got live customers using them, live loan officers using them.
01:31And we're really trying to further the loan officer's ability to do work on the fly.
01:36Everything from full rate lock modifications that need to get made.
01:39So it's more than just, you know, we're not doing the basics, right?
01:43We're really trying to dive deep and give loan officers what they need for the way that
01:46they want to work in a modern world.
01:48So while the rest of the industry has been a little bit slow when it comes to mobile development,
01:54Polly has just recently announced mobile locking first in the industry and also enhancements
02:02to the LO experience.
02:03Could you tell me a little bit more about these innovations?
02:07It's really important to meet our customers where they are and understand what they need
02:11from a business perspective, not just focus on what it is we think is easier to provide,
02:16right, or that we can, you know, build quickly.
02:18So, you know, we're getting into a day and age where we expect as consumers to have access
02:24to awesome technology and be able to use it wherever we are.
02:27And I think loan officers are really no different, right?
02:30And so we need to provide them those capabilities where they can get their work done
02:33wherever they are, whenever they're, whenever their customers who may be in on the evenings
02:38or the weekends when they're out and about making decisions about this type of stuff,
02:42they need to not have to go back to their desk to get their work done.
02:44They should be able to do that wherever they are.
02:46The housing market doesn't take the weekend off.
02:49It doesn't.
02:49It doesn't.
02:50Our customers don't.
02:51Their customers don't.
02:52And we need to meet them where they are.
02:54So tell me how these new products fit into the broader product development roadmap at Polly.
03:00Yeah, I mean, there are newer products that we're rolling out, but they are 100% consistent
03:05with where we've been going and where we plan to go, right?
03:08I think people tend to think about Polly as a product and pricing engine company, and we're
03:13definitely more than that.
03:14And I think the market is seeing us move deeper in that area, to be sure.
03:20We're rolling out capabilities around the PPE all the time, but also looking to expand more
03:24broadly and provide our customers what they need that they haven't been able to get to date.
03:28So I imagine you are meeting a ton of customers here in New York at MBA Secondary.
03:34Tell me about that.
03:35How is it to meet people in person?
03:37It's so much better to meet in person.
03:40You know, we can't be everywhere all at once, right?
03:43So there's always a time and a place for meeting virtually, but there's nothing that compares
03:47with being able to sit down over a meal with folks, sit down at the bar, at the Marriott,
03:52and just, you know, have a conversation about their lives and their businesses and what they
03:58need and what we've done well to date and what we need to do better at.
04:02It's just a really great opportunity to learn from each other, right?
04:06And challenge each other to be better and then ultimately rise to that occasion.
04:10Is there any input that you're hearing over these couple of days that you're going to take
04:15back and talk to the team about?
04:17Yeah, for sure.
04:17Yeah, for sure.
04:18I mean, all of our customers are very different, right?
04:21They have a different set of loan officers, a different set of lock desk folks, different
04:24procedures, different processes, different things that they need from a business perspective.
04:28And we need to be able to work with our customers through what their wants and needs are and
04:33figure out what to deliver for them and when in a way that ultimately at the bottom line gives
04:39them value and benefit from the products and services that they buy from us.
04:42You have a tagline at Poly, which I really like, Along Came Poly.
04:47What does that mean to you and how does that integrate into your relationships with your
04:51customers?
04:52Yeah, so I love that tagline and it's one that's resonated obviously with the market and with
04:57our customers.
04:58To me, Along Came Poly, it has like a childlike wonder vibe to it and a new and changing the
05:09vibe kind of feel to it and I really like that.
05:12So to me, it means, you know, we are challenging ourselves and being challenged by our customers
05:17and challenging the space to do better, deliver more, really, again, meet our customers where
05:24they are and not just make excuses for why we're not able to deliver what customers want
05:29and what the market needs.
05:30So it just, Along Came Poly just feels like there's a joy there, right?
05:35There is a pushing the envelope.
05:37So yeah, Along Came Poly and we're doing this differently and that's purposeful.
05:41So let's project Along Came Poly into the future.
05:45How do you think that tagline and your interactions with customers are going to develop over the
05:52next year or two?
05:54And how do you think they're going to impact mortgage technology overall?
05:57Yeah, so I think we will continue to partner with our customers in ways that changes the
06:03industry.
06:05You know, it's not just, it's a great tagline and we love it and it, like as I was just
06:09saying, has some really awesome vibes to it.
06:11But ultimately, it's a way of being and it's a way of engaging with our customers.
06:15So I think you can expect us to continue to do what we've been doing and to, you know,
06:19press ahead and continue to, you know, just be different than Legacy Tech, right?
06:26Which has had a very different approach to customer engagement and delivery.
06:29Well, Jessie, it's been great to catch up with you again.
06:32This is round two.
06:33Yeah.
06:33Maybe we'll have round three in a couple months.
06:35Anytime, man.
06:35Anytime.
06:36This has been wonderful.
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