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(upbeat music)
Rocket Mortgage is the largest
residential mortgage lender in the country.
Probably the world.
We like to do experience transformation,
but what if we questioned everything?
One really big hurdle for our borrowers
is that they can't complete a remote online notarization
on their mobile device.
How do we move a very old,
antiquated sort of process, right?
Lots of paper, lots of executing and putting paper on record
to a digital type of transformation?
This is like the disruptive next step.
It's going to be tight.
I think we can do it,
but it's going to be right up to the wire.
Digital equity, in our understanding,
is a commitment to the least of us.
We realized, in the city of Detroit,
that just giving somebody a data plan
and a tablet was not enough.
We also had to build this sort of social infrastructure.
It's as necessary as air.
These are high anxiety experiences.
(camera shutter clicks)
It's a really emotional thing, you know,
feeling a part of something bigger than yourself.
But if you focus on people, if you focus on being great,
if you focus on transforming the experience,
those are the things that bring value to the world.
(exciting music)
(upbeat music)
(camera shutter clicks)
(phone dialing noise)
Hey honey, it's me.
I was just thought I'd call you as I'm going into the shop.
I wanted to let you know I was driving and I saw this house
and it looks like it'd be a good fit for the family.
Innovating has always been kind of a cornerstone
of our organization.
I was thinking it would be big enough with all the rooms,
so all the kids could have a spot to play as well.
Rocket came from this unbelievable mind
of Dan Gilbert, where our culture has set us up for
there is no box, there are no boundaries.
Figure I'll go ahead and apply
and see if we can get pre-approved
because if we get pre-approved,
we can go ahead and see about getting it
and yeah, I think it'd be good.
(upbeat music)
Rocket Companies have been in business now
for nearly 37 years.
When we think about revolutionizing the experience,
that's our mission.
We want to eliminate the friction that people experience
in these complicated transactions and bring certainty.
Hello David, this is Brad calling, from Rock Mortgage.
How are you today?
Hey, doing pretty good. How you doing Brad?
I'm doing great. Thank you for asking.
(upbeat music)
Is this your first time buying a home?
Yeah. Yeah, this is my first time.
Awesome. Exciting. Very exciting.
What we proved is that leveraging technology combined with
great client service from our mortgage bankers,
we were able to actually give someone a better experience
than just walking into a branch somewhere.
What made you decide to start
the home buying process today?
We've tried to do it for a long time.
Me and my wife, we have like six kids,
so we really want to get a home for the family
that's big enough.
I see here with your income you're self employed,
is that correct?
Yes.
Awesome. What do you do?
Well, I make t-shirts and like make candles,
embroidery and things like that.
Oh, very cool.
One nice thing about how we are here and our technology is
you can actually go right onto your phone
and download the Rocket Mortgage app.
You can upload your documents, e-sign documents,
everything on the go.
People said, "Oh, no one will ever finance their home
without sitting at a desk with a loan officer."
But now we're doing business all over chat
and text and online.
We led that transformation
over the course of the last few decades.
(upbeat music)
We started as a small mortgage company in Michigan
and then expanded, launched our first online experience,
rockfin.com in the late nineties
and were Quicken Loans for a few years
until about 2015, 2016 when we launched Rocket Mortgage
and then recently, under Rocket Companies,
we added additional services to our base.
So, real estate, auto, personal loans, solar.
How are you?
Good. Just hanging out. What are you up to?
I was coming to check on ya. How's the house process?
Oh, it's going pretty good.
I did just get a notice from them, from Rocket
and I just sent over some documents and signed 'em.
At Rocket, we make sure that we give the technology
to the client but also to the real estate agent.
Then the real estate agent can interface with us online.
They can get that verified approval,
they can submit that offer.
They get the home and they accomplish their dream.
Are you still excited about the house?
Yeah, I am.
Hopefully it goes through and everything works out.
When we think about somebody reaching out
over a text message to reach out over chat,
maybe a chat bot that helps answer their questions.
Like everybody, we use the best CRM out there.
Salesforce is what our sales people are using.
(mellow music)
We really look to it as a solution for all the touch points
we have with our clients.
(phone notification)
(mellow music)
Hey honey. Yeah, it's me. Yeah.
Yeah. I just called 'em.
Thank the lord, he blessed it. Thank Jesus.
We got to approved for the house.
Yep. They said that it got approved.
So you can start packing now.
(mellow music)
What's your favorite part of the house?
Bigger rooms.
My room's not bigger, your room is bigger,
but I like my room 'cause it has a ceiling fan.
Yeah, I like the kitchen.
What do you like the most?
It's my house. I like it, like, it's my home.
Go. You think you fast, you're not fast.
(upbeat music)
We wanted to actually focus on what does the client need,
what is their experience?
What is it that they don't like?
What is it we could do to change that experience?
The technology that supports homeowners
through the journey of preserving home ownership
was certainly there in pieces and parts prior to Covid.
I think Covid really forced us
to double down on that effort.
(upbeat music)
I think one of the challenges that our industry faces
that Amrock is certainly thinking about
is how do we move a very old,
antiquated sort of process, right?
Lots of paper, lots of executing and putting paper on record
to a digital type of transformation?
We have a big challenge right now,
which is this hardware check.
Everyone doesn't seem to have the hardware they need,
so we're just not getting the percentages
that we want to get.
So, part of the problem, they don't have cameras sometimes
or the camera isn't of quality or maybe whatever, right?
That's the issue?
Right. Right.
And so a lot of people are failing it
or they get frustrated with the process?
What clients need is certainty.
When they're making an offer on a home,
the question is are they going to close on that home?
So they have to have all that hardware
to be able to even do the process.
But why don't we just, instead of a check at all,
I mean we all have one of these,
why not just utilize the mobile?
The phones in there, the video's in there,
the hardware's fine,
you're already connected to the internet.
Wouldn't that work?
Yeah, so we're actually already developing for tablets,
so we're kind of halfway there already.
I can look in to see what would it mean to go mobile.
(upbeat music)
What excites me most about the future of my work
is changing an industry.
There is so much old mentality,
there's so much old process and old ways of doing things
and how do you solve the client's problems and not your own?
To really provide that technology to the client
on their terms has made a huge difference
and made home ownership approachable and accessible
to a lot of people that heretofore were intimidated
by that, especially a lot of first time home buyers,
especially a lot of historically
disenfranchised home buyers.
Those are the folks that really benefit.
(upbeat music)
So one really big hurdle for our borrowers
is that they can't complete a remote online notarization
on their mobile device.
I think this is a huge opportunity for us to expand
into that market, to be able to offer this capability.
We suddenly can get this spike in the number of users
that we can support and create this whole new
client experience that no one else is doing.
So Ron is great and we're leading there,
but this is like the disruptive next step.
I think, for a long time, it's been easy to do things
the way that we've done it and so let's do the hard work
of really thinking about what the end consumer needs
and how do we meet that need.
No matter how big or small that challenge might be.
We're not currently set up to support that.
It's going to take a little bit of effort,
some figuring out 'cause like, as you know,
we're set up for a bigger device like a computer screen,
tablets, but being a a cell phone,
there's a lot of different sized cell phones out there
and right now, currently we don't have a support
for a cellphone to be able to do it on its own.
We use a cellphone as like a complimentary device
to like authenticate in with our computers.
So that's another step we're going to have to figure out.
So one challenge we're going to have is, definitely,
there's some overlapping of, these are the text boxes,
and the check boxes 'cause like we said,
we're not really like ready to scale down
on these small mobile devices.
(upbeat music)
What kind of solutions are we looking into
for identity verification?
We know we need to be able to access a link
for a cellphone because you can't scan a QR code
on your own cellphone.
So that's problematic for our application right now.
So our users won't be able to get into our application
using their cellphones.
So we're hunting through the different options
that are out there trying to find the best one,
but we really need something to generate a link for us.
It's really important that we try to stick to
our delivery date.
So if we do run into issues, I definitely need to know
right away so I can communicate that.
It's going to be tight.
I think we can do it,
but it's going to be right up to the wire.
So how are things coming on the remote notary?
It's going good.
We have one issue on Apple devices for iOS.
So what we're doing is we're going to reach out and say
what can we get from Rocket to get some extra support?
I think that'll help us get across that hurdle
and still hit our timeline.
Right.
You've got to have great talent,
you've got to have a great culture.
You also have to have great partners.
You can't do it all, you know, on your own.
When we look at feedback from the client,
if I can take an amazing solution like Salesforce
and I can integrate it with other tools,
now I can tell you what is our biggest problem we have
for mobile closings.
You know, what is it the client is complaining about
the most and as a client focused company
and not just a product focused company,
that's the most critical information we can get.
I'm now going to take that out of Salesforce
and I'm going to go build and change my tool
and my roadmap is actually based on that feedback
that we're getting from the clients.
(upbeat music)
So what are the next steps in order to make this happen?
Definitely send out surveys to the notaries
and see if they're interested in doing this.
Now that's going to be key is make sure the notaries
are as comfortable as anyone.
Yeah, I think something that we should
also be heavily focused on during our testing,
in house testing phase is start doing testing
on bandwidth restrictions.
Because in home laptop usually your internet service
is much better than if you're in a rural area or if you're,
you know, a truck driver.
Yep. So we can get Chris in the QA team
and they have JMeter and other tools that can help us
do some load testing, performance testing.
Let's see what this thing can really do.
(upbeat music)
So the day we launched the app
was the day we really celebrated
and really realized the value
we had just brought to the industry.
We were testing in different areas and we had a truck driver
and he heard like there was this opportunity with Rocket
to do this mobile closing and it was like,
"Wait, that means I can actually close my loan."
And all of a sudden he pulls over, gets on his phone,
is able to do a closing in a matter of minutes
'cause it's all digital.
Our first mobile signing went off without a hitch
for about four or five documents that the client
actually has to do in presence of a notary.
Okay.
Notary walks the client right through
on their mobile device.
They're clicking, they're signing,
completed the signing in like 12 minutes.
And there he is on his way
getting confirmation that he's closed and he's good to go.
These are high anxiety experiences.
We have people in the military that maybe want to be able
to do these things like the opportunity from this is really,
really exciting.
That's the experience transformation part.
We've got to continue the work of moving forward in a data
model versus this old paper model that has been part
of the industry forever.
There's really never an end where we go,
"All right, mobile closings are done."
So we see it as like that's today's solution.
We're constantly rethinking.
Okay.
(suspenseful music)
We like to do experience transformation.
So when we talk about things like mobile, okay,
here's our current process,
but what if we questioned everything?
So, prior to Covid 19, Detroit was actually
the least digitally connected major municipality
in the United States.
(suspenseful music)
My family is from Detroit,
Rocket companies is incredibly important to this area.
My grandfather, born and raised in the city of Detroit,
was my hero and he loved this city and drove a bus
for the city of Detroit for 25 years
and I can recall spending summers on the bus route with him,
punching tickets as passengers went from one route
to the next route and he would tell stories of the buildings
and what they were and what he hoped they would be someday.
(upbeat music)
I remember Dan stating the mission of coming downtown
to Detroit and in the vision he had for bringing it back
to life and from day one I was all in.
And so I knew that, you know, everything that we would do,
all the decisions that we would make
would have a piece in the revitalization.
(upbeat music)
The community fund is the philanthropic partner
of Rocket Companies and we focus on primarily investing
in housing stability, which also includes connectivity
to digital resources and the internet
because we believe that in order to live in a stable home
and a stable environment,
you have to be digitally connected as well.
But when you have a pandemic where students had to learn
from home and seniors were really isolated in their home
and you know, job seekers didn't have a mechanism
of continuing to seek employment,
well that became incredibly difficult
and actually just not an option for us anymore.
(suspenseful music)
When we get into the specifics of that outage, you know,
how long did it last and what were some of the,
what were some of the neighbors saying?
We're out for over 45 days.
It's a dire situation and for others, I guess,
it's more immediate.
Their access to their doctors, their, you know,
their pharmacies for their medicines.
(suspenseful music)
To have the mayor and have you guys call me
and say they're going to resolve this matter.
That's powerful.
This neighborhood has weathered riots, tornadoes,
depression, white flight,
but yet we still have hope and that is our enduring strength
that despite whatever happens,
even internet outages that last for months on end,
we still have hope that we're going to persevere.
You know? Do you all agree?
Absolutely Jeff.
Absolutely.
(suspenseful music)
Digital equity, in our understanding,
is a commitment to the least of us.
Yes.
Yeah.
So it doesn't matter if we can scrape from the top
and deploy fiber downtown, great.
Right.
But if we're able to do that in a neighborhood
with equitable principles still intact.
Yes.
Then we can all look at this and feel proud of what we did.
That's the goal. That's the bar we're setting.
But doing so in an equitable way
leading to digital empowerment.
It's as necessary as air.
(upbeat music)
There are native Detroiters that work at Rocket Companies
that I know are incredibly proud of what we're doing.
It's really special to be a part of.
(upbeat music)
So I got your message that you needed some devices
for Morningside.
We actually have devices that we would be more than happy
to contribute to their community.
We had a conversation with Cindy Eggleton,
I know you all know her really well.
Yeah, great partner.
Brilliant Detroit.
Yep.
And you know, Brilliant Detroit has been able to
identify residents on the east side
who are in need of computers.
And so once again we have human-I-T.
You are stepping up to the plate, being responsive partners.
We have Brilliant Detroit who's being on the ground,
being able to say, "Hey, our residents have a need."
And we have the city of Detroit here
who's been able to coordinate a lot of this
up in conjunction with our partners at Rocket,
at Connect 3-1-3.
That'll work.
Hey Laura, I'm over at the human-I-T warehouse
and they were actually able to get us about 50 devices
that we're going to be able to give out.
It feels incredible that our partners are just jumping in
and hitting the ground running.
And it's so cool to see these 50 devices
getting into the hands of people who need them the most.
(upbeat music)
In so many nonprofits from around the city,
we were able to establish what we call Connect 3-1-3.
Connect 3-1-3 really is all about ensuring
that the whole city of Detroit is fully digitally connected.
That means we have access to technology, internet,
and digital literacy programming.
I reached out to Cindy to specifically target
some single women in the community.
How has the device distribution been going?
Really well. You know, we've gotten out 17,000 devices
since we've been in Detroit, so that's exciting.
We were very fortunate enough when we came into Detroit
and partnered with Rocket is that they had the same passion
we did for impacting the digital divide.
We offered things like access to low cost internet,
tech support, as well as digital skills training.
We realized that just giving somebody a data plan
and a tablet was not enough.
We also had to build this sort of social infrastructure
that helped to support those students and their families.
(upbeat music)
Brilliant Detroit actually exists to create
what we call kids success neighborhoods.
Neighborhoods where kids and families have everything
that they need in education, health, family support,
right in the middle of the neighborhood and walkable.
We currently have 18 locations as of today
and we serve well over 13,000 people across the city.
My name is Tagia Odom and me and my family participate
in various things of, at the Brilliant house.
We come to the summer program,
we do the learning activities and things like that.
I just really want to talk about like the full circle
of you coming kind of in as like a participant
and doing the programs with the families
and how now you volunteer and you build out
your own programs around nutrition
and you donate and you just kind of do so much for the site
and it seem like this is the mission.
My favorite thing when the house got really together
is when we had our tour of the house
and me and Mark kids was walking around,
they was like, "Wait, this is our new house?"
I'm like, "No, this is not like our house.
This like the Brilliant house."
Toys. Hey.
If you focus on people, if you focus on being great,
if you focus on transforming the experience,
those are the things that bring value to the world.
(upbeat music)
We have a a goal to redevelop here, you know,
there are some beautiful apartment buildings
on this main boulevard that we would like to revitalize
and rehab into deeply affordable, sustainable housing.
This house that you're in, our office, it is on track
to become the first lead platinum house in the city.
In the context of Detroit,
we want to make sure that this entire city wins.
What does it feel like to be the first neighborhood?
(laughs)
Winning!
(all laugh)
Yeah. Yes.
It feels good to be on the, be in front for a change.
We're a neighborhood that we love really hard.
We're going to hold you close, you know, because you,
that's just how we are in Hope Village.
So Cindy, when you think about what we can do together
next, what's on the horizon for us?
I think meeting the desire is going to be the biggest
challenge and having the proper tools and curriculum
in the pipeline so that we can respond for people.
There's always going to be demand
to make someone's life better.
No one's going to stop thinking about,
I want to achieve the American dream.
The question is, can we make that easier and easier
for people to achieve it each and every day?
(mellow music)
(mellow music continues)
(upbeat music)
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