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Bio:
Online Mortgage Advisor are one of the most authoritative and accurate sources of specialist mortgage advice on the web. They work with specialists across the UK and educate brokers to find new avenues for business, but most importantly, they put people struggling to get the finance they need in touch with the best advisor for them – and make a habit of helping people get approved where other brokers can’t.
They receive thousands of enquiries each week supporting customers with a diverse range of needs, and as a result, their experience and expertise in all things mortgages is amongst the best in the industry. The brokers they work with arrange finance for those who have income out of the norm including those with bad credit, property developers and investors, and even those looking for mortgages overseas.
What Were Their Challenges?
Automation was key for Online Mortgage Advisor, who needed to route thousands of mortgage enquiries to a panel of hundreds of mortgage brokers automatically on a daily basis based on a complex set of matching rules.
A single source of truth for all customer touch points was also a priority. The ability to see all marketing touch points, all enquiries, and any written business with a customer in a single system would enable Online Mortgage Advisor to better understand the needs of their customers, and ultimately, help them provide the best possible service to anyone seeking a mortgage.
Salesforce Products Used
Marketing Cloud: Lead Nurturing and Customer Contact
Marketing Cloud was implemented to manage communication with both customers and brokers via email and SMS in real time.
Sales Cloud: Mortgage Application Capture:
Website integration to capture complex mortgage application details from the web.
Lightning Platform: Enquiry Routing
Custom solution for categorising, grading, and allocating new enquiries to the right broker at the right time based on complex criteria.
Vonage: CTI Integration
Implementation of Vonage (New Voice Media) for direct integration between the telephone system and Salesforce.
Salesforce Platform: Broker Access
Brokers are able to access and collaborate on enquiries directly in Online Mortgage Advisor’s Salesforce instance and update their pipeline in real time.
Analytics: Reports & Dashboards
Reporting on enquiries, pipeline, SLA compliance, and marketing KPIs using Salesforce’s native report and dashboard functionality.
How we continue to help Online Mortgage Advisor
We have been working in partnership with Online Mortgage Advisor since 2017 and have completed many projects with them over the years.
Like many small businesses, their processes and priorities change frequently. As one of our managed service customers, they are able to get access to Salesforce expertise and support at any time and implement process changes very quickly.
Our team are an extension of theirs, and we work with them regularly to overcome challenges within their business and proactively look for opportunities to increase efficiency.
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