Case Study

Top Mortgage Lender Drastically Increases Customer Engagement with INFORM Branded Communication

A top-tier online mortgage lender needed help with answer rates and customer engagement. Branded Communication gave their business the needed boost to increase calls answered and lift revenue.

Product

INFORM

Industry

Financial Services

Use Case

Customer Experience

Country

United States

90%
Customer Engagement

Customers were ready to engage because they knew who was calling

26%
Answer Rate

More customers picked up the first time when they recognized the branding

16%
Hang Ups

Longer conversations and fewer hang-ups, resulting in quicker resolutions

Overview

A top-tier mortgage lender deserves top-tier communication

Originating over 7 million mortgages, one of the top 5 mortgage lenders in the U.S. knows how important trust is to the financial industry. Customers know it’s important too.

According to First Orion’s survey of financial service clients, 90% of people said it’s “extremely” or “very” important that a call from their financial institution is clearly identified.

Problem

The mortgage lender struggled to reach potential customers who filled out online loan applications

When customers fill out an online application, lending agents call them to gather more information about the potential clients’ loan needs.

However, even though customers provided consent to be contacted and had expressed interest in the mortgage lender’s offerings, many of their outbound calls went unanswered. Calls were going through, but when customers saw an unknown number on their phones, they assumed the call was a scam and didn’t pick up.

Solution

INFORM® identified their calls and increased communication metrics across the board

After implementing INFORM, the mortgage lender saw positive results almost imediately. Customers recognized the business’s branding, leading to a 90% increase in engagement rate, a 26% lift in calls answered, and a 16% decrease in hang-ups from frustrated customers.

Overall, the business saw an efficiency and productivity boost in all of its call center representatives.

Company Background

A Leader in Debt Settlement Since 2002

Pacific Debt Relief has been a leader in the debt settlement industry since 2002. Known for their superior customer service and strong client advocacy, they consistently maintain high customer satisfaction ratings.
Problem

Impact of Spam and Scam Tags on Customer Engagement

In 2023, Pacific Debt Relief faced substantial issues with their outbound call success rates due to calls being mislabeled as spam or scam by some carriers. This mislabeling significantly impacted their ability to communicate effectively with clients, affecting overall business operations. Legitimate business calls were frequently tagged as spam or scam, which severely hindered customer engagement. Additionally, the technical team spent considerable time manually validating numbers, which was inefficient and costly.
Solution

Implementing AFFIRM for Automated Call Monitoring

Pacific Debt Relief implemented AFFIRM, First Orion’s reputation monitoring solution, to monitor how their outbound calls were labeled across major carriers. AFFIRM provided automated monitoring and alerts for any calls tagged as spam or scam, allowing them to take immediate corrective action.
Results

Significant Improvements in Call Success and Efficiency

Implementing AFFIRM significantly improved Pacific Debt Relief’s call success rates and overall business efficiency. Key results included:
  • A reduction in spam tags across all carriers, with spam tags dropping to zero over time.
  • Automation freed up substantial human resources, equivalent to four full-time hires.
  • A 20-30% increase in daily business, translating to as much as $700,000 in additional monthly enrollments.
  • Savings of approximately 617 person-hours per month, equating to $3,940 per month compared to manual dialing.

Learn How
AFFIRM Can Benefit Your Business

AFFIRM empowers your business to maintain a trusted call reputation, ensuring your customers can confidently connect with you.