Discover MoneyQuest’s Customer Journeys
- Published: by MoneyQuest HQ
- |
- Category: Grow your business
Do you struggle to keep in touch with your existing clients?
Are you missing out on repeat business opportunities because you’re too busy servicing new clients and trying to acquire new business?
Are you spending hours curating and distributing content to your client database, leaving you little to no time to invest in prospecting for new business opportunities?
Well, MoneyQuest has the fintech solution for you.
Overview
Introducing ‘Customer Journeys’, our fully automated client contact platform that both frees up your time and bolsters your business! It delivers personalised digital communications to your clients.
Concept
Whilst the wider broker industry is focused on developing fintech solutions to enhance the loan application to settlement experience, our ‘Customer Journeys’ fintech concentrates on enhancing the client experience from settlement onwards, for the entire life cycle of the loan. The system is founded on the premise that approximately 75% of a client’s potential lifetime value remains largely untapped after their first loan settles. It is therefore designed to capture this potential lifetime value and increase the likelihood of repeat and referral business conversions, through the distribution of consistent, customised digital communications, which we call ‘Customer Journeys’.
Mechanics
Each automated communication is customised to the client’s personal details, loan type, loan term, and engagement behaviour. Email content centres around things like fixed rate and interest only expiration reminders, settlement anniversaries, asset finance offerings and loan review opportunities. The ‘Customer Journeys’ platform contains a suite of key machine learning and customer modelling features that enhance the outcomes of customer interactions. Artificial intelligence and predictive analytics are also embedded into the proprietary technology, which determine if and/or when clients should be introduced to additional products and services. The platform essentially manages and maps each client’s experience with the MoneyQuest brand, so all you have to do is sit back and wait for the reply emails to roll in with additional business opportunities.
Key Benefits
- Enhances the client experience
- Saves you time and energy
- Facilitates client retention
- Builds stronger client relationships
- Maximises the potential for repeat and referral business opportunities
Development
The ‘Customer Journeys’ platform is built on the Salesforce Marketing Cloud ecosystem, which consists of a high level of enterprise capability and scalability. It allows brokers to focus on servicing new clients and generating fresh leads, whilst giving them the peace of mind that they are in regular contact with all their customers. Innovative marketing technology company, Blended Digital, played an integral role in the development of the platform, from the initial storyboard stage right through to implementation. The company’s Co-Founder and Chief Marketing Technologist, Damon McMillan, is immensely proud of the platform’s ingenuity.
“What MoneyQuest has achieved with the Salesforce platform is remarkable. The software delivers key broker-to-client communications via seamless, automated journeys, and supports MoneyQuest clients across the entire life cycle of their loans. The program ultimately ensures critical interactions are always delivered, which not only assists brokers with growing their businesses, but also promotes long term client retention. These communications position brokers as trusted mortgage experts that are readily available as their clients’ finance needs change,” Mr. McMillan said.
Targets
A 2017 Salesforce Customer Success Survey found that businesses within the financial services industry utilising similar bespoke technology, enjoyed an average increase in revenue of +30%, an average increase in customer retention of +36%, an average increase in ROI of +36% and an average increase in overall customer satisfaction of +41%.
The survey also revealed that Salesforce customers who successfully implemented a fully automated CRM solution, similar to MoneyQuest’s model, experienced average increases as high as +50% in revenue, +60% in customer retention, +50% in ROI and +71% in overall customer satisfaction. These targets are firmly in MoneyQuest’s sights.
Testimonials
MoneyQuest Australia Managing Director, Michael Russell, is delighted with how the unique fintech is performing.
“MoneyQuest’s fully automated, client communications system is a complete success. It has more than proven its worth, with thousands of clients responding to the automated emails each month, highlighting the technology’s capacity to trigger repeat business opportunities and facilitate client retention. Other CRMs feature similar architecture, but require brokers to curate their own content and manually schedule its distribution. The magic of our program is that every client, no matter which MoneyQuest broker they see across the country, receives the same ‘life of loan’ communications experience from their broker,” Mr. Russell said.
MoneyQuest Newport Beach & Bondi franchise owner, Simon Pak Poy, is also impressed with the ‘Customer Journeys’ platform, explaining that it provides peace of mind.
“As businesses grow and workloads increase, keeping in touch with existing clients can sometimes take a back seat to the day-to-day tasks, onboarding of new clients and writing the next deal. One of the benefits of being a part of the MoneyQuest group is the fact that my clients receive tailored email communications from me at significant points throughout their finance journeys. It is reassuring to know that important client milestones are not going to be missed. We are currently conducting a couple of finance reviews and writing an investment property purchase loan as a direct result of the automated Customer Journeys program. It is a great tool for client retention and referrals,” Mr. Pak Poy said.
Keen to learn more?
We believe that a broker’s time is best spent with their clients and referral partners, which is why we have invested in a fully automated fintech platform to take care of the digital communications side of things. ‘Customer Journeys’ works silently in the background as your very own client contact assistant, ensuring that the client experience is optimised, and the potential for repeat and referral business conversions is maximised.
If you’d like to learn more about how MoneyQuest’s ‘Customer Journeys’ fintech platform can take your business to the next level, contact our General Manager of Franchise Recruitment, Julian Mattatia, on 1300 886 137 or click here.
Disclaimer:
This article is written to provide a summary and general overview of the subject matter covered for your information only. Every effort has been made to ensure the information in the article is current, accurate and reliable. This article has been prepared without taking into account your objectives, personal circumstances, financial situation or needs. You should consider whether it is appropriate for your circumstances. You should seek your own independent legal, financial and taxation advice before acting or relying on any of the content contained in the articles and review any relevant Product Disclosure Statement (PDS), Terms and Conditions (T&C) or Financial Services Guide (FSG).
Please consult your financial advisor, solicitor or accountant before acting on information contained in this publication.
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