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Since its inception in mid-2014, LendingHome has been committed to providing its customers with confidence and control while navigating the murky waters of the mortgage market. In less than four years, the company has originated over $2 billion in mortgage loans.
“The average mortgage is touched by 22 people, has over 900 pages of documents and based on what you reference can take 30-50+ days to close”, says Bob Olson, Former Chief Customer Officer at LendingHome “We want to take this very complex process and raise the bar for our customers”.
Facing Existing Technology Silos
To reduce complexity and transform customer experiences, they decided they needed to do something to:
- Break down the silos to gain visibility into customer status, situations and complete customer experiences – treated as a person, not a just a file
- Empower the employees handling customer interactions with the right technology and processes to make better decisions and focus on better customer engagements
- Centralize knowledge so it is available to various teams across the business – from marketing to sales to service to payment, etc.
Finding a Highly-Flexible Foundation
To accomplish what they set out to do, they realized that Salesforce was their customer engagement platform but they needed to add voice to complete their foundation and business transformation – so, Bob started looking around for some options.
He found Amazon Connect which he liked because of the pay-per-use pricing model, how easy you can do deep integrations to other systems through an application programming interface (API), access to emerging technology from Amazon AWS as it grows, and the fact that LendingHome business users could easily make changes in real time.
Knowing that he wanted a customer-centric platform, Bob then reached out to Aria to discover how Amazon Connect and Salesforce could deliver that.
On-boarding Aria Solutions to do the Customer Engagement Transformation
LendingHome decided to consolidate their sales team on a single Voice environment with Amazon Connect and integrate it with their Salesforce channels. Connecting these two systems would break down some of the silos and empower the customer-facing employees with access to the right data.
To integrate these two platforms, LendingHome partnered with one of the premier APN partners, Aria Solutions.
With over two decades of contact center experience and deep expertise in system integration, Aria quickly became a go-to advisor for LendingHome throughout their business transformation, guiding them on next steps, completing a full set up of Amazon Connect, and integrating it with Salesforce.
“We feel Amazon was very deliberate with selecting their channel partners for their launch. Aria Solutions challenged our thinking, learned our business and helped us to understand and design the system as a whole. They have been a partner in the truest sense and we are better as a result of working with them.” says Bob Olson.
To accomplish their biggest goal of centralizing knowledge so everyone could see the details of customer interactions (how long a call was, what was talked about, etc.) Aria Solutions implemented the following:
- Replaced their existing outbound voice system and set up an Amazon Connect environment
- Integrated Salesforce & Amazon Connect
- Enabled Salesforce Omnichannel and synchronized agent presence with their Amazon Connect environment
- Completed additional services around Salesforce Omni Synchronization such as:
- Automating and standardizing processes so the agent goes through the consistent steps every time
- Recording, transcribing and inserting voicemail into Salesforce which is then routed to agents once they are ready
LendingHome Employees Say Thanks
Integration between Salesforce and Amazon Connect provided employees with cross-functional data visibility, allowing them to see everything on one screen. By having access to all communication, issues and opportunities, they resolve customer issues much faster.
This also improved workflow, especially for their sales teams, as they no longer have to re-start conversations. They can see everything that has been discussed with the customer.
Empowered Employees Now Better Engage with Customers
Automated processes like after call wrap up let LendingHome employees focus more on helping the customer and providing the customer with better customer service.
Voicemail transcription and insertion into Salesforce add the efficiency. Agents receive the voicemail when they are ready for it, and are able to both view the transcription and listen to the voicemail without having to switch screens or systems.
Centralized Data Equals Better Decisions
Data retrieved from Amazon Connect Voice and Salesforce Omni-Channel is now available for a variety of teams across a contact center organization to leverage in reporting and make insights-driven decisions.
The synchronization of agent presence allows for Amazon Connect call report metrics and recordings to show within Salesforce. Managers and workforce planners leverage this information to make better planning and staffing decisions, improving overall business performance.
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