Marketing Cloud, Trailhead...
Capital Lending Centre makes getting a mortgage easier with Salesforce
“We’ve cut mortgage application processing times by around 30% by taking a more automated and digitalized approached,” explained CLC’s CEO Shubha Dasgupta. “We want to empower mortgage brokers and agents to work as productively and effectively as possible.”
In the two years since it was founded, CLC has already smashed industry averages for revenue rates per broker and the time it takes for them to complete their first deal. Empowering its 170-plus brokers with the right tools and insights was key to achieving such rapid success.
CLC brings everything together with Salesforce.
“We’ve cut mortgage application processing times by around 30% by taking a more automated and digitalized approached.”
Empowering brokers to grow their business.
Online community helps to keep mortgage applications on track.
The deal processing team use Service Cloud and Salesforce Inbox to log updates and documents from key stakeholders, such as banks and real estate agents. The industry average for technology adoption for central servicing teams is around 15%; at CLC it’s nearer 80%.
Brokers can also check on the status of individual deals using Chatter and Community Cloud. “We’ve removed the black hole that often exists around mortgage applications,” said Dasgupta. “With Community Cloud, brokers can provide borrowers with accurate updates on the status of their application.”
CLC blazes a trail in broker training with online knowledge.
With Salesforce Communities, CLC has created the largest free mortgage knowledge bank in Canada, which includes product overviews as well as training resources for marketing, sales, and self-improvement. “Brokers can now access the right knowledge at the right time, which has helped to halve the time it takes for them to complete their first mortgage deal.” said Dasgupta.
Personalized content boosts engagement.
Personalized journeys are also key to CLC’s marketing efforts with both prospective brokers and borrowers. “With Pardot, we can segment audiences and tailor communications much more easily and effectively. It makes our marketing efforts laser-focused,” said Dasgupta. As a result of this focus, CLC has achieved a 75% email engagement rate with the different professions involved in a mortgage transaction and up to 50% with borrowers.
Brokers close three times as much business compared with industry average.
Growth is a big priority for CLC too. With Sales Cloud Lightning, CLC can track its efforts to sign up more brokers and partners and create engagement journeys to maximize conversion. “Everyone loves how we’ve been able to bring more automation to day-to-day tasks,” commented Dasgupta. “If you can dream it, you can deliver it with Salesforce.”
CLC thinks bigger and adapts faster with Salesforce.
The team at CLC will use Trailhead and Salesforce Accelerators to help them understand how Einstein and other solutions could further transform the broker and borrower experience. “We are big thinkers and want to keep harnessing the power of technology and data,” said Dasgupta. “With Salesforce, we can increase fluidity and productivity. It helps us pivot quickly and easily as our business evolves.”