American Pacific Mortgage Eliminates Customer Gaps

MINNEAPOLIS, June 03, 2021 (GLOBE NEWSWIRE) – Faced with a low interest rate environment, Pacific American Mortgage (APM), one of the top 15 retail mortgage companies in the country by volume, needed to improve its borrower retention strategy to help its 1,400 loan officers in more than 200 branches prioritize high liabilities. impact and protect valuable customer relationships.

To combine real-time insight into borrower refinancing eligibility with powerful marketing automation tools, the lender quickly turned to Total expert, the CRM and customer engagement platform specially designed for the financial services industry.

The Total Experience platform enabled real-time identification of refinancing opportunities through seamless integration with Sales Boomerang, then triggered automated communication that supports clients throughout their refinancing journey and beyond. With instant insight into a single solution handling all sales and marketing activities, APM loan officers could deliver a humanized and technological experience and help ensure loyalty of the clientele.

“With the rapid influx of inquiries, our team could never have handled this without automation,” said Michael Guidotti, vice president of branch integration and technology at American Pacific Mortgage. “Thanks to the integration we had already established with Total Expert and Sales Boomerang, we were able to quickly pivot and recalibrate our strategy to respond to the changing market. “

By simplifying the way loan officers communicate with their clients, APM leveraged intelligent automation to achieve a 50% increase in borrower retention rate from 2019 to 2020. From Q1 to Q4 of 2020, the lender also doubled the processing of refinancing applications and increased its sales by almost 60%. .

“To serve as valuable partners to their clients throughout their financial journey, loan officers must deliver a tailored, technology-based experience that delivers the right message, at the right time,” said Sue Woodard, Director of customers at Total Expert. “By connecting with clients through timely engagement, loan officers can build strong relationships, grow their businesses through market cycles, and gain clients for life. “

To ensure their attention was always focused on a high priority engagement, APM loan officers took advantage of Total Expert Daily Digest, an automated daily email that details their top priorities and high-value touchpoints. added. Equipped with a list of priority prospects in their inboxes, loan officers could manage contacts on the go without logging into a CRM.

“The Total Experience Platform has helped us simplify the way our loan officers manage their contacts,” Guidotti said. “When the market moved to refinancing, they were able to move with it, leveraging email alerts, tasks, and prioritization to know exactly what they needed to do to help clients on their financial journeys. “

For more information on Total Expert, visit www.totalexpert.com.

About American Pacific Mortgage
American Pacific Mortgage (APM) has been helping clients achieve their homeownership goals since 1996. With decades of experience in mortgage lending, APM is a direct lender employing more than 1,400 loan advisors to assist clients meet their mortgage needs, from purchase to refinance. renovations and more. Today, APM is one of the top 15 mortgage companies in the country by volume.

About Total Expert
Total Expert is the leading fintech software company providing CRM and customer engagement specifically designed for modern financial institutions. The Total Experience Platform unifies data, marketing, sales and compliance solutions to deliver a consistent experience across the customer lifecycle. Total Expert turns customer knowledge into action to increase loyalty and drive growth for banks, lenders, credit unions and other financial services companies. For more information visit totalexpert.com.

Media contact: Jack McHugh, [email protected]


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