Pinnacle Financial is a direct mortgage lender that provided more than U.S.$3.5 billion in home financing in 2004. The competitive, fast-paced business of mortgage lending demands rapid processing of a loan to ensure customer satisfaction. But Pinnacle Financial employees located in the branch offices were limited in their e-mail management capabilities, which prevented the use of solutions that could help enhance their customer service capabilities. The company deployed Microsoft Office Professional Edition 2003 to take advantage of improved remote access, search, and prioritization capabilities provided by Microsoft Office Outlook 2003. This helped Pinnacle Financial employees respond more quickly to customers.
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