Tag Archives: client retention

How the Client Portal is at the very centre of your customer relationships and helps to create the ‘digital customer journey’.

If you haven’t met yet, allow us to introduce you to The Key’s Client Portal. Through an integration of MortgageBrain Classic and MortgageBrain Anywhere, The Key leads the industry as a back-office system.

For those of you who don’t know already, through the use of several handy tools used within the Client Portal, including a Fact Find functionality and secure communication and document up and download, we have been able to deliver an exceptional digital customer journey at the very centre of your customer relationships.

The benefits: they’re for both you and your customer

We always want to ensure that your clients are given the best experience possible when working through the mortgage process. Not only will the Client Portal help in a client’s decision in choosing you as their broker but it provides them with a modern and efficient experience in their dealings with you.

The ease at which you can keep your clients up to date with the process of their application is another main highlight, with the Client Portal offering 24-hour access to both you and your customers via desktop, laptop, smartphone and tablet.

Client-focused Fact Find

We cannot talk about The Key’s Client Portal without the digital Fact Find functionality. This is certainly one of the best ways to enhance your customer experience all to the good.

The Fact Find enables clients to directly enter their information into your CRM system as and whenever it is convenient for them. Following this, it will then be immediately attached to their record within The Key. It is convenient for them and just as convenient for you – no rekeying!  Plus there are benefits in developing your customer relationships as all their personal facts and information are collected before any meetings.

This could save you up to 60 minutes of the mortgage process for each case and, therefore, means that your client meeting can steer more towards focusing on advice, rather than spending much of it gathering information. You also have the ability to lock or unlock your clients’ access to the Client Portal so that you can control when they can update and access the data.

So start your digital customer journey with your 30-day free trial today. To stay up to date on all our news, The Key or otherwise, follow us on Twitter – @Mortgage_Brain – and LinkedIn.

Mark Lofthouse on the Importance of Client Retention

Last month, our CEO Mark Lofthouse had an excellent opinion piece published online. The column covered the importance of client retention, a significant area vital to mortgage brokers.

We’ve broken down the top points from Mark’s column so you can easily digest the important information that he covers.

Don’t ‘just sell mortgages’
Any adviser who just ‘sells mortgages’ isn’t doing their job as well as they could. Mark explains that a role of a mortgage adviser extends far beyond simply advising and selling mortgages.
They must value each customer as an individual, and treat him or her as such. He says: “It is critical that the needs of the customer are met and the review and advice process should look at the customer’s overall needs and not just their mortgages.”

This will in turn increase your income.
Mark goes on to say that, if you acknowledge the individual needs of each customer, you are more likely to receive a lifetime of recurring business. On the reverse, you may be missing out on a great sum of income because you’re not paying due care and attention to your customers.

Provide a broader service.
Following on, Mark advises that, although we don’t want to be selling customers things they don’t want or need, offering extra services to them is beneficial, as if the client sees the services as good value, “they’ll be pleased you’ve taken the trouble to give them that extra level of service,” thus leading to recommendations to friends and family.

Regular contact is paramount.
Don’t just contact your clients when they are due a remortgage. It is vital that your customers stay in your thoughts as often as possible, and finding out more about them means you will be able to offer them further services in the future.

Mark states: “Finding out more about clients’ financial affairs also gives you a reason to stay in touch, either as a courtesy call every so often or when one of their products is due for renewal.”

Keep on top of the industry.
Mark’s closing points underline the importance of keeping abreast of the constant changes in the market. He outlines a myriad of knowledge about each customer you need to know, such as “knowledge of the prevailing provider service levels, what clients enquired about last time you saw them, awareness of their financial situation, and if you know them well, where they went on holiday or what their children are up to.”

But you can’t store this in your own head! To keep all this vital information, and to ensure you are organised, Mark emphasises the importance of using up-to-date front and back office technology, which everyone has at their disposal and should be taking advantage of, for example, our CRM system, the Key.

Follow Mark’s tips to become a better asset for your clients, and remember that “advising on more than just mortgages might take you out of your comfort zone, but the rewards to you and your clients are well worth it.”

If you would like to read the column in full, you can do so by clicking here.