About Reverse Mortgage Funding (RMF)
CASE STUDY
RMF Improves Their Contact Center Without Breaking the Bank
Company Story
Managed by a team of industry veterans, Reverse Mortgage Funding™ (RMF) offers a full array of Home Equity Conversion Mortgage (HECM) loans, plus the expertise to help homeowners understand and navigate the entire process.
”Contivio’s Salesforce Power Dialer has been a real game-changer for our Sales team. The reps create their list, hit the start button and start dialing directly from Salesforce. We couldn’t ask for an easier solution!
At a glance
Website
Industry
Home Equity Conversion Mortgages
CRM
Salesforce
Customer Since
February 2014
Why Contivio
- CRM Implementation
- Blended Functionality
- Scalability
Challenges
Needed to route calls to Sales reps based on territory
Didn’t have Salesforce integration, so everything was manual
Needed a blended solution for both inbound & outbound
Reverse Mortgage Funding (RMF) believe that homeowners deserve more from reverse mortgage lenders, and strive to give their customers the best service through consultative selling and applying a fresh perspective. To differentiate themselves from their competitors and provide the highest quality customer service, they needed a Contact Center solution that integrated with their CRM (Salesforce) and automated the outbound dialing process for their Sales reps, which wasn’t possible with their old Avaya phone system.
Prior to choosing Contivio, RMF researched several Cloud solution providers over the course of a year, and each provider was asked to highlight key traits that separate their integration from competitors. After a quick demo of Contivio’s patented CloudConnect Salesforce Integration technology, Reverse Mortgage had found their match.
Solutions
In the fast-paced home mortgage industry, RMF’s Consumer Direct Channel Leader, Eric Ellsworth, stressed how vital it was for his contact center agents to experience blended functionality for both inbound & outbound calls.
Most of RMF’s business is conducted by cold calling leads, which is why they were eager to find a solution that allowed Sales reps to develop personal lists of leads using Salesforce Saved Searches, and automatically dial each lead directly from Salesforce. They also wanted the reps to have the ability to start and stop dialing at their convenience.
After hearing RMF’s needs, the team at Contivio seized the opportunity to take their existing Power Dialer a step further, and developed a CRM Power Dialer that could be controlled by Sales reps from Salesforce’s Marketing Campaigns. Contivio’s team worked closely with RMF to scope the product, and after a few months of development, RMF became the first client (of many) to use Contivio’s Power Dialer controls in Salesforce.
In This Fast-Paced Home Mortgage Industry
RMF’s Consumer Direct Channel Leader, Eric Ellsworth, stressed how vital it was for his contact center agents to experience blended functionality for both inbound & outbound calls.
Most of RMF’s business is conducted by cold calling leads, which is why they were eager to find a solution that allowed Sales reps to develop personal lists of leads using Salesforce Saved Searches, and automatically dial each lead directly from Salesforce. They also wanted the reps to have the ability to start and stop dialing at their convenience.
After hearing RMF’s needs, the team at Contivio seized the opportunity to take their existing Power Dialer a step further, and developed a CRM Power Dialer that could be controlled by Sales reps from Salesforce’s Marketing Campaigns. Contivio’s team worked closely with RMF to scope the product, and after a few months of development, RMF became the first client (of many) to use Contivio’s Power Dialer controls in Salesforce.
To Improve Conversion Rates
The new CRM Power Dialer (that’s still in use today) also screen-pops each Lead in Salesforce prior to placing the call so that the rep can review the lead’s information and tailor the pitch to each potential customer. Using Contivio’s local presence feature, the Power Dialer also dynamically masks the Sales rep’s Caller ID number to match the lead’s area code and increase the chances of connecting.
Although the majority of RMF’s calls are outbound, routing inbound callers to qualified agents was also essential for their business to function. As mortgage rates and laws vary per location, RMF needed to ensure that the rep who answered the call was fully qualified to handle the customer’s needs. Now when an inbound call comes in, Contivio takes the phone number and automatically queries Salesforce to identify the rep in the customer’s territory and routes the call accordingly. When the sales rep is offered the call, Contivio screen pops the existing customer’s information in Salesforce (or screen pops a new Lead form for a new prospect), and automatically pushes all post-call updates, notes, dispositions and recordings back into Salesforce for future reference.
Eric put it best when he said, “Contivio promised to deliver qualified agent routing, and they really came through.”
Needed to route calls to Sales reps based on territory
Didn’t have Salesforce integration, so everything was manual
Needed a blended solution for both inbound & outbound
Results
With business booming, the RMF team continues to grow in parallel. RMF originally launched the Contivio software with just 10 reps, and now they have over 80 reps who take advantage of the platform on a daily basis. RMF’s team had anticipated this growth, which is why they needed to find a solution with on-demand scalability. Additionally, RMF’s administrator can add new users, adjust queue settings, and set agent skills & competencies, within mere minutes using Contivio’s Administrative Portal. Since Contivio only invoices based on the total number of concurrent users, RMF never has to worry about paying for agents who aren’t using the software.
RMF Made a Commitment
To move forward with Contivio and haven’t looked back since. Their team has found the Contivio software easy to use and have benefited from increased efficiency across the board on both inbound and outbound calls. They look forward to continuing the relationship and adding many more users in the future.
THE RESULTS
Case Studies
I wish we made the decision to use Contivio sooner. We love everything about the product, including their ongoing support.
Our team loves using Contivio simply put. They have hit the mark on any promise ever made and continue to exceed expectations.
We’re are able to get valuable insights into our workforce. With these finding our revenue increased by applying what we learned.
Contivio really makes an impact for our agents on every call. The NetSuite integration is always reliable which is a bonus for us.
Contivio has helped us improve two key metrics, call handling times & staff productivity.
Contivio’s Salesforce Power Dialer has been a real game-changer for our Sales team.
THE RESULTS
Case Studies
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