CASE STUDY
Improving Customer & Partner Support with Communities for Financial Services
HomeEquity Bank is a Canadian-based financial institution and the leading provider of reverse mortgages to homeowners aged 55 and over. In response to growing demand and continued success, HomeEquity Bank envisioned creating customer and partner community experiences that would facilitate their rapid growth.
CLIENT
HomeEquity Bank
INDUSTRY
Financial Services
PRODUCTS
Salesforce Experience Cloud
LINKS
CUSTOMER OUTCOMES
- Increased adoption and engagement
- Increase in funding
- Reduced support calls from simple requests
PARTNER OUTCOMES
- Reduced time to funding
- Increase in applications
- Increase team throughput
- Improved accuracy of financial forecasting
Challenge
Old systems that hindered customer and partner experiences
HomeEquity Bank had outdated systems and manual processes that made it difficult for their team to efficiently grow and provide cost-effective support to their broker partners, lawyers and customers. They required a digital transformation that would empower their customers to self-serve and enable their partners through pipeline transparency.
Solution
Customer and partner communities that enable user-friendly self-service
For customers, a new portal was added that allows them to easily view available account details and make basic profile changes on their own. Self-service lets brokers focus on customer needs, upholding HomeEquity Bank’s standards of customer support. The broker portal includes a new Deal Dashboard, allowing them to easily gain better pipeline transparency.
Outcome
Cost Effective Self-Service and Increased Efficiency
Overall, HomeEquity Bank’s new communities position the company as having modern digital capabilities. They give audiences a simpler, more streamlined experience and have led HomeEquity Bank to achieve a variety of business outcomes.