The problem

LendInvest is a specialised mortgage lender. Their products are only available through intermediaries—like brokers, networks, or mortgage clubs.

But brokers were struggling to find the information they needed on the website. The online portal wasn’t intuitive. The process felt slow and unclear.

As a result, more and more brokers started calling the sales desk. It became a bottleneck. The sales team was spending too much time answering routine questions. This made it harder to manage growing demand.

The support system needed to scale—but without simply hiring more people.

This wasn’t working for anyone.

The opportunity

The company already had a powerful CRM in place: Salesforce Service Cloud. So instead of starting from scratch, we asked:
How can we use what we already have to make things easier—for brokers and for our team?

The goal was simple:
Let brokers find answers quickly, and make sure help is there when they need it.

We built an omnichannel support experience integrated with Salesforce. It was designed to meet two needs:

We started by researching how brokers use the website. What were they looking for? Where were they getting stuck?

From there, I worked with the dev team to design an experience that made support part of the journey—not a last resort.

Key features:

• Smart, searchable help content
  
• Chat widget integrated into the CRM
  
• Clear entry points to support from across the site
  
• A seamless handoff to a support rep when needed
  

The system worked across channels but felt unified. It gave brokers a way to move from content to chat without repeating themselves or starting over.

From there, I worked with the dev team to design an experience that made support part of the journey—not a last resort.

Key features:

The system worked across channels but felt unified. It gave brokers a way to move from content to chat without repeating themselves or starting over.