Nano implemented Salesforce with the help of two partners. These included 8Squad who helped integrate Salesforce into the fintech’s lending processes and AFDigital who helped rollout Marketing Cloud. Within just six months, Nano was up and running with a state of the art platform to power their CRM, voice, lending, and marketing.
Chris Lumby, Co-founder and CXO of Nano, shared that the solution was tailored to its needs, enabling Nano to deliver on its vision for the customer journey.
“Salesforce has given us the flexibility to build the customer journey in the way that we want, and what we’ve created is a home loan experience that is truly different and truly digital,” said Lumby.
While some lenders offer digital applications, many require supporting documentation and applications are still reviewed by underwriters. In contrast, Nano has digitised the process from end-to-end.
Customers apply online and as they enter information, it is captured in Sales Cloud and can be verified instantly without the need for additional documentation. For example, rather than asking customers for payslips or additional details on expenses, Nano is able to connect to customers’ bank accounts and pull in these details automatically.
Nano has also used Heroku to build APIs and integrate with third-parties like Experian and CoreLogic. This allows it to quickly conduct credit checks and gather information like property valuations.
All of this automation combined with Nano’s proprietary technology has seen a loan approved in under 10 minutes without the need for an underwriter. Decisions are communicated to customers through a curated email journey sent by Marketing Cloud and Nano has an automated journey to smooth onboarding. This journey includes emails on approval and loan settlement and also an invite to download the Nano app.
The Nano app is powered by a Heroku-based backend API, and makes it easy for customers to manage their home loans. They can make and track their monthly repayments and seek help when they need it.
Nano uses Service Cloud and draws on its 360 degree view of the customer to offer personalised support. It also uses Service Cloud Voice in its call centre which allows it to automatically transcribe calls and include the notes in customer records.
“Customers expect you to know who they are and to remember the last conversation you had with them, so having that information helps us instantly build trust,” said Lumby.
Melissa Gruse, Chief Marketing Officer at Nano, added that the customer insights gained will also help the business to evolve and grow. “A 360 degree customer view is highly important for businesses today and what’s really exciting is that while some established businesses are still trying to achieve that, we’ve been able to launch with it. We’re able to have that holistic view of our customers' experience and behaviours to inform future growth decisions.”
More immediately, Nano is focused on demonstrating excellence within home loans and then taking its principles of data, digital, and design to other parts of the industry.
“We now want to take the simplicity, speed and fairness offered by our home loans and deliver that to customers through the other services that they need,” said Walker.