LendInvest
Building an omnichannel service that provides the solution the customer looks for in seconds
project details
Project Manager and Creative Direction
Research, Project scoping, Producer, Team management, Fund raising, Branding, Conception
First stage: December/2022 (5 months)
Second stage: March/2023 (3 months)
Figma, Salesforce Service Cloud Talkative
Read article about the case
project context
LendInvest is a specialised online mortgage lender whose products can only be accessed through an intermediary, such as a broker, network, or mortgage club. Brokers found difficult to find the necessary information for their clients or to complete applications in the online portal. As a result, a high number of phone calls to the sales desk became an obstacle to managing the demand as the business was growing.
being smart and sustainable
As the business had a robust CRM tool in place (Salesforce Service Cloud), we investigated how we could use its features to provide a better experience to our customers and internal team. The goal was to simplify the process for the customer so that finding information would be effortless. In case of any issues, a support representative would be available to chat and provide the right assistance.
outcome
After understanding how brokers use our website and researching the audience, I collaborated with the development team to build an omnichannel experience integrated with our existing CRM.
This route facilitated how customers would interact with the available content and if still they needed to speak to someone, a chat widget was available.
After six months, we noticed a reduction in phone calls and an increase in online chats, as well as an increase in overall customer satisfaction.