The deployment of RingCentral has opened up the opportunity to add further value to Mortgage Choice’s franchisees. While these organisations had been using a lot of disparate systems in the past, Mortgage Choice’s centralisation program over the past five years has consolidated and standardised applications including loan origination systems, workflow management, CRM and digital signature technologies.
For franchisees, that’s translated into cost savings, and an enhanced and consistent user experience and customer experience that’s aligned to and leverages the Mortgage Choice brand.
With RingCentral, Mortgage Choice is now able to offer its franchisees access to a shared UCaaS platform that avoids the additional administrative overheads and costs of setting up their own PABX, with access to enhanced unified communications features at a competitive cost point based on the negotiated rates under Mortgage Choice’s master agreement. The common platform also taps into the integrations and innovation already developed, including Mortgage Choice’s automated lead allocation engine, which allocates leads via the web or phone channel to a certain broker in a certain marketing area within seconds, 24 hours a day. Mortgage Choice plans to build on this capability with RingCentral.
“Through our phone channel, another part of our RingCentral integration that we want to explore is that when we receive a call into our contact centre, a screenpop will tell us if that’s an existing customer or not. If they are existing, we can instantly transfer them through to their broker, and if they are a new customer, assign that lead based on our allocation engine,” said ten Krooden.
“Both the broker experience and the customer experience are enhanced, because with RingCentral it’s a richer conversation from the outset, and it’s all recorded and we have detailed reporting on all our calls as well.”