MoneyQuest managing director Michael Russell has opened up on the new broker platform for customer retention that the company launched earlier this week.
The broker franchise group debuted a new product this Monday that promises to use tech and analytics to manage customer relations over the life of a loan.
“It’s certainly unique,’ said Russell. “Back in 2017, we established the project team here to find an enterprise solution to provide our customers with personalised communications regarding their experience and engagement with our brand.”
“These are called ‘customer journeys’ and they help us to tell the story of a customer’s individual experience, from the very first time they engage with us right through to a long-term relationship.”
“We needed three pieces of tech from the project team: we needed a database for head office, which is the CRM, we needed a B2B dashboard platform to monitor and manager the customer journeys, and then we needed a marketing platform that could accommodate designing and sending these digital communications.”
“The project team did an awesome job and found each of these tech solutions. Over the four years since, we’ve managed to integrate them and come up with what we deployed 12 months ago.”
Brokers and customers can have differing expectations of the product.
“Customers can expect life of loan relevant, informative and helpful communications from their MoneyQuest broker,” said Russell.
“We get the benefit of predictive analytics and AI to help us be relevant and informative, plus a lot of industry experience in knowing when, what and how our customers want to hear from us.”
“For our brokers, it’s all about being able to trust that Moneyquest is taking care of client communications on their behalf in a efficient and effective way. It’s designed to build a much stronger relationship for them with their customer.”
“We do it because we want to make sure that we get as much repeat and referral business from our customers, and that they’re delighting in what we do.”
“We want that because we understand the concept of client lifetime value, and that greater share of customer lifetime value is on the table after that first home loan.”
