Empower Your Mortgage Business with Customer Funneling for Mortgage

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you [Music] everyone so much for joining we really really appreciate it today we're gonna do it behind the scenes look at how better calm communicates and we're front is involved in that picture so for the agenda today we are going to do some introductions we will then jump into Holly's story we're going to talk about how better calm communicates as mentioned before and then we will also have five or ten minutes at the end for a question and answer so that is our agenda and if you have any questions throughout the process go ahead and put them in the chat or in the Q&A that should be pretty active the entire time so please feel free to throw your questions in there okay so first of all what is front so for those of you who don't know front is the the leading customer communications platform and what that means is we are at the intersection of your communications with your customers but also your internal collaboration with your team and that kind of starts with the concept of a shared inbox so shared inbox platform but with a lot of other things that you can do whether it's integrations or some supercharged features that front offers but all things communication that's what front offers so today we're gonna talk about how better uses front to manage those communications so Holly if you could please tell us a little bit about how sorry first of all tell us about better comment before we get into that yes so better comm is an online platform for home financing we have been around for a few years now have experienced some fantastic growth we currently look to offer mainly in the purchase and refinance world but are looking to expand as we continue to grow and grow amazing awesome so a little bit about Holly's story tell us about yourself yeah so I had an interesting Pat I would say I have a BA from Vanderbilt University I joined better back in 2017 back when the company much much smaller and one of the original sales 10 as we like to call it after working as a loan consultant on our team I stepped into the customer experience department early in 2019 at the time I was managing a team of five people in a year we've gone from just five in our New York office to about a hundred and fifty associates across all four of our US offices so there's been a lot of growth really really quickly but it's been fantastic I've loved every second of it that's amazing congratulations on on being part of such a cool cool journey thank you okay so when it comes to the mortgage process itself give us a little bit of a typical loan workflow from behind the scenes at better yeah so like many mortgage lenders out there we follow the typical cadence when it comes to processing loan but what's unique about better is that we have decided to introduce specialized points contacts throughout the entire mortgage experience so we're at many other lenders who might be working with one person throughout we've actually established people who are specialized in that particular milestone that can really speak to any issues that you might experience a particular time what we've also done is is made sure that those multiple points of contact can work really seamlessly and can support you all the way through and make sure that you're having a seamless experience so if you were to look at our mortgage process here you start off by working with a customer associate that's what we call the CPA they'll help you through that pre-approval they'll help you understand what it is might be eligible for and they'll be complete the application after that you'll get passed off to a loan consultant associate they help in what we call the pre walk stage that's basically doing another vetting of your your information and just making sure that we're helping you identify key best loan products after that we'll pass you off to your loan consultant who works in partnership with the loan consultant associate there to help you understand your pricing options and help you lock in your rate at which point we'll pass you off to the processing expert associate and the senior expert they take care of what we call the processing stage that's when we're going through all of your documentation and making sure that we check all of our boxes off and then send you over to our closing expert who takes care of your closing experience make sure that we can get to to the finish line and that it's a happy experience there and then finally after we funded your loan you'll work again with a CPA who will help you save part of your great excellent I personally never been to the mortgage process but this really helps I appreciate you sharing that so when it comes to to win better met front why did better need a communication solution like front yes so as you can see we have a really unique way of working with their clients so when we were betting our different options we wanted to make sure that we had a platform that was just as unique that's us and that's really what what we what we found with front we wanted to make sure that we had an omni-channel solution honestly and we wanted to make sure that we're partnering with somebody who to kind of grow and adapt with us as we were growing and adapted to the industry so we were incredibly happy to find front and it's just been fantastic since day one I have only positive things to say about what we've been able to do as as partners in this journey together I actually remember when we introduced front as our our new platform and was just thoroughly impressed with how seamless it was and what I'm really loved I'll say is that bran has gone above and beyond in in making sure that we can partner on building new projects you know as a startup company we want to make sure that we are always being innovative and in front allows us to introduce new changes and new features both for our employees and our clients and supports us along the way to make sure that everything looks people though I yes yeah you're making me blush and I really appreciate all the kind words I run and say that it's been an absolute pleasure working with better as well when it comes to your day-to-day operations how are you using front in terms of your day-to-day yeah so with front we set it up so that it basically mimics how we are different teams which means that we rely really heavily on boxes a focus specifically on on my department the customer experience team so as you saw there are many different milestones throughout the form that's in the seat and that basis for two throughout that entire so as you're working but maybe your loan consultant or you're right the CEA will always be there to make sure that you're getting because of that CEA is work out of Chickering which basically means that for the many different inboxes this contact butter it's managed by one team and we can easily move each it's great because it allows us to mean really beautiful as volume as close and yeah as we move through the different we also use a lot of sharing trip ops which i think is you have to get the next slide thank you so yeah so this actually can show you a bit of what our shared in boxes for click here so under this section where we see the lot stars is what we call our sales team internally you see those team in boxes there you can see that we have a chat hello purchased refinance services support these are all in the CEA is can move between and make sure that there's a day again because it's shared we can have multiple people in line too soon as quickly as possible and it allows people to work on all day totally yeah I was going to explain what's shared in boxes were but I think he did a perfect job you mentioned shared drafts and that being one of your favorite features let's talk about how you use that tool yeah so I really really love this job speaker because of how our work is set up so working in the mortgage industry it's a highly regulated industry it requires that you two are licensed employed or in conversations as something that we do to me or that we are maximize their worth of course we will oftentimes work with our teams to draft conversations for our licensed team members to send that will so that they can make sure that everything is client and that we are again you know checking off boxes crossing our T's dotting our eyes but it allows our licensed people to actually spend more time on the phone having those types of conversations while our unlicensed people are putting those were in Tom's together four by five so by having the shared drives it allows us to basically you know get two things done at once and quicker yeah that's amazing I think it's so cool that not only can you collaborate on messages before they go out but I've also seen shared drafts work really effectively as a training mechanism so if you have someone new that you want to make sure that they're actually this time it's got a pop-up they see can you see me still yes okay so if you have someone new and you want to make sure that their messaging is continuous with what the company is putting out there then shared drafts is a great way to do that okay so comments and mentioned there's another feature that I know that your team is using heavily so it is a huge part of the collaboration features here up front and I know that you're using it better so tell us a little bit about how they come in handy yeah so this is actually a huge part of our workflow so as we saw with the before we have multiple points throughout that mortgage experience it's really important for us that the borrower feels like it's seamless when they're talking to somebody and even though they might be reaching out one and the first might not the Philippines first point of contact we can make sure that you know that person is still able to just you and you can provide the answer to that person so oftentimes what you might see is we might set up a loan consultant for example might you know from one of our clients they might not necessarily know the best answer they can actually add mention or leave a comment for somebody that might have the appropriate answer get that correct and spin and then reply back to the borrower or to the client and and we basically provide that that solution in a way that you know prevents them from having to go and talk to it to multiple well so it's it's great on the borrower's end and that they you know only have to reach out to one person if they've got a question and then it's great on our own too because we can have those conversations internally without having to yeah absolutely it takes the way the need of possibly having an external conversation and CC'ing or forwarding and you can have a conversation about a conversation completely internally and it's really helpful yeah exactly awesome so one other feature that I know you're using is canned responses so how has this feature help your team yes so canned responses are huge especially for the ceas when it comes to canned responses we use it mostly with our emails and with our live chat because we have these canned responses we can move really quickly with the conversations that we're having with their clients and improve our response time we've seen this work really well especially with our live chat feature we want to make sure that we're you know not only responding quickly but then we're also uniform in the communications that we have with our clients to ensure that the really great quality across the board so using the canned responses allows us to know not only move really quickly and respond quickly by just you know quickly plugging and chugging the the necessary pieces but it also makes sure that we can you know keep that that great quality across the board totally and as soon as you input one of those canned responses you have entered in capabilities to make any last minute changes before you send it out exactly yeah and I think that that's what's best to is that you know even though we have these kin responses that could take for that everything is with uniform you know it gives us the ability to kind of put the unique twist in the Nike there so that agents are still kind of people to have a little personality whether community yeah totally awesome so moving on to analytics this is also another big part of front what value have you seen from when you're using front have you seen from analytics and how does it help you measure some of your goals yes so I love the analytics feature especially for our our live chat so I I'll say this so live chat actually has been probably the best part of our relationship front it's it's something that we really felt together which is what I think I'm most part nur ship and along with that the analytics and front have he is really understanding what value live chat Explorer company this has been the I'll say the the Bible for my managers as they're working with their teams and they're looking to expand you know not only how how their their agents are working but what what is the impact so you know it's it's a it's an integral part of our workflow it's something that we're checking every day it's keeping us aligned with our SL A's and it also allows the manage to be able to take any be nimble and it just sees as needed if they see that there might be a gap the the to works so quickly honestly that we can you know like if we notice that that something might be off we can quickly add in another and as muted or remove one if we don't oh so the the analytics has it's a that's great secure and shameless plug we just released a new SLA builder that integrates directly with analytics so it's easier than ever to manage your SaaS and make sure that tracking and measuring yourself against those as best as possible okay so I think that wraps up four features but I would love to move to the next side for final thoughts so Holly any final thoughts that you'd like to share with the folks that are joining us today I think for final thoughts what I would say is I have loved working with front because it has done a really fantastic job of matching exactly what we need as Bini better is it very sure we're doing something that no other lender out there is doing and because of that we needed to have a patient platform that is doing something that no other platform is its people to provide and in front really is the one above and beyond and has made sure that you know not not only that we can get what we need today but is helping us I appreciate that so much one of our one of our values here at front is collaboration and being able to collaborate with Holly and the team of better has been an absolute pleasure and even today just being able prepare for this presentation it's been awesome so I want to save the rest of the time for questions and we'll be happy to stay and answer any questions that the folks have here so please go ahead and use the questions feature while we're waiting for those I also did want to let you know that there should be handout if you see there's actually a hands out handout section with a red dot at the top right go ahead and navigate to that there's a one pager on front for real estate teams that we've shared there so go ahead and check that out but in the meantime let us know if you have any questions either in the chat or in the Q&A and we'll get to those yeah checking out some of these comments here I think there's something in here this front have okay so we have a question from Vishal just front have integrations and just better use any to front front does have integrated a lot of integrations out of the box that are pre-built ready for your team to use so maybe you use a CRM you can easily integrate that directly into front so all of your customer information is living in one place the moment that you're connecting with your customer so Holly do does your team use any integrations with front yes so the big thing that I will say is not to repeat myself is but is is really that live chat feature that's been the big thing that we've been working on to kind of integrate into our platform so better is unique in that we we built out our our own CRM but Front has done a great job of adapting to check in to what we need and has allowed us to integrate that into our platform absolutely yes any other questions that we can handle here we'd love to talk to you there were a lot of people from all over the United States any questions from the East Coast the Midwest anywhere I think I see something here has front been helpful now that better is working remote Oh Holly I'll let you handle that one absolutely you know I think and in front really has be for us because we can no longer turn to you know appear on the right or the left we really have to move all of our communications online and front allows us to do that and without interrupt again that's why we rely so heavily on the shared inboxes we drop sherry because it allows us to both work as efficiently as we look at the office but from the comfort of my couch that's awesome yeah I think some of the some of the collaboration features are only amplified when you're not with your teammates in person so that's great to see that you've taken advantage of those so I think there's something in the chat let me check on what that is so Melissa asked does this work in Canada yet and I'm not quite sure if you wanted to provide a little bit more context we do function regardless of where you are so if you're in Canada and you're interested in using front please let us know we'll be happy to help but yeah if it was more around the question of language support that might be something that we can check in on for you but just let us know if you had additional questions so any others from the team we have a few minutes left here while we're waiting for any additional zhh I just wanted to say thanks so much for joining Holli and I it's been a pleasure to be here to speak with you all we know that the times right now are very very interesting and hopefully being able to share this tribal knowledge and learn together and grow together is beneficial for everyone involved and that's my only hope for these yes absolutely no thank you so much for for having me join you today I've absolutely loved our conversation again I've really loved working at the front it's it's unlike any of the other tools I think I've used in the past but I think I love it so much I'm really really big on on on working as a team and collaborating in front allows us to keep that not only internally that better but also at you and growing so thank you of course of course we did have one more question while we were chatting there so what are ways that you've automated your workflows that's a great question um speaking from the CEA team we have we've automated our clothes in some ways when it comes to our conversations I think one has allowed us to do that the most is it's probably things like responses again one of the things that we really like there is that we we want to make sure that it is it is always uniform and audience service but we also love to give our employees the opportunity to have a little a little uniqueness and to add a little bit of their personality when they're communicating with their borrowers and what so so by relying on tools like because it allows a somewhat more automatic process like that totally yeah yeah there's lots of ways that you can kind of automate it by still having personalization I think that's one of the the greatest things that you can do for your customers is yes having continuity across the company's messaging but also giving each individual at the company a little bit of personality or Flair on their outbound messages there's also a pretty robust rules engine that you can use in front and automate just about all of them may be smaller more my new tasks that take up time those can be automated so definitely urge anyone to check those out if you do have interest ok so another question here how does front differ from slack Microsoft teams and other collaboration tools good question so so front is really built on not only being your source of internal communication but also external so something like slack is is great for some of those maybe one-off conversations I use it to find out where Michelle might be getting lunch today or something like that but when it comes to internal communications external communications and the intersection of those two and making sure that I'm able to collaborate internally with my teammates on the best outbound messages for our customers that's where Front is at a very unique point right now is being in the middle of those two we want to make sure that we're offering a platform that allows for succinct internal collaboration and best-in-class external collaboration Rebekah's best-in-class external communication rather so that's where fronts a bit different from those other tools I saw something it's something in the chat came up that's that is awesome in hilarious someone's doing a refinance right now with better and the response times have been lightning-fast so that is a testament to your team tolly awesome I will definitely share that feedback with every f---eighteen amazing cool so any last-minute questions I know I've asked that a few times now but truly any last minute questions we're happy to stay otherwise it's been an absolute pleasure and we really appreciate everyone's time I'll wait maybe 30 seconds here so for anyone to trickle in yeah I've already had Holly give her amazing last thoughts so I don't want to have have her do that again well again there is a handouts or handout in the handout section forefront for real estate teams so go ahead and check that out and I think that just about wraps it up for us again thank you everyone for your time and for your attention and we really hope you enjoy the rest of the sessions if you do have any others that you're going to and Holle really really appreciate your time and working with us it's always good to see you of course thank you again Joe this is great