Specialist Mortgage Broker, Mortgage Experience, Targets Growth with New Mobile App and Digital Customer Journey Powered by Nivo
12 October 2022
Specialist mortgage broker Mortgage Experience has partnered with Nivo to launch a branded mobile app through which customers can apply 24/7, engage with advisers, and provide everything required for their mortgage application.
Built around Verified Identity Messaging, the new system has helped Mortgage Experience to shift from cumbersome email, phone and paper processes, to a smooth, automated, digital journey which frees up staff time so the team can focus on higher value customer activities and complete more mortgages.
The Chorley based broker helps customers from across the country find suitable mortgages and specialises in helping applicants whose criteria often don’t meet those of mainstream lenders.
The launch includes a branded Mortgage Experience version of Nivo’s 5-star rated mobile app, within which customers engage using secure instant messaging along with a range of Fintech features such as biometric Identity Verification, E-signing, secure document gathering fact find questionnaires, and automated workflows.
Andy Morrison, who heads up Mortgage Experience’s marketing and operations, had identified that the traditional way of working required considerable human interaction, use of legacy channels, and repetition, and that staff didn’t always follow processes consistently. Overall, all this meant that lots of skilled adviser time was being wasted that could be much better used for higher value activities that really help customers. These inefficiencies were impacting conversion and limiting the company’s ability to grow without a reliance on hiring additional, high quality staff.
Andy worked closely with the Nivo team to create a streamlined process which will integrate with their website and automatically invite customers to complete a fact find via a mobile app. The app then walks them through the simplified process, removing the need for a staff member to conduct an initial phone call, and giving the adviser all information they need ahead of their first appointment. The app also lets the client verify their ID, agree to all required terms, share documents and evidence, and E-sign agreements. New templated workflows also ensure each team member is following the same process and asking the right questions to complete applications efficiently.
Andrew Morrison, Marketing Director at Mortgage Experience, commented:
“Our new app combined with an accelerated and efficient application journey demonstrates our ambition to lead the way in using technology to make things easier for our customers, and our team. As our processing becomes slicker and our staff have more time to add value to the customer experience, we expect conversions to increase alongside volumes. This will help us to grow without sacrificing our commitment to delivering excellent customer service and outcomes.”
Matthew Elliott, CDO and Co-Founder of Nivo, said:
“We love working with companies like Mortgage Experience who see the opportunities available by focusing on making life easier for the customer. Andy was particularly excited about how innovation can help the Mortgage Experience brand, and very focused on being able to see how our services will quickly drive measurable return on investment. This focus on results over and above the technology itself is important to us, and something that we believe sets us apart.”
For more information go to: https://www.nivohub.com/
