Case Studies

Discover how we make the nation's leading banks even better.

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A Top 10 national bank lacked an enterprise

CRM system for its home lending division...

CHALLENGE

A Top 10 national bank lacked an enterprise CRM system for its home lending division, requiring loan officers to log into multiple systems to access customer information.  A central repository for partner & referral sources was also needed.  Reporting on loan information was challenging  (requiring the use of manual spreadsheets).  Loan officers did not have a method to market to their contacts via HTML email or direct mail – and the bank did not have a client retention strategy that was personalized to each loan officer-customer relationship.

SOLUTION

LoyaltyExpress deployed CustomerManager to over 4,000 loan officers for a single view of every customer with consolidated loan, marketing, call, and contact information.  Loan officers also gained access to partner & lead databases to manage contacts in a single system.  Corporate Marketing was able to create and deploy direct mail and email in the CM marketing store (and loan officers could deploy their own campaigns with just a few clicks of the mouse).  With the help of  the LoyaltyExpress creative team, corporate marketing automated a three-year client retention direct mail campaign for every newly funded client.

RESULTS

By partnering with us, the client:

  • Consolidated data from multiple data sources and was able to shut down a legacy system.
  • Offered personalized direct mail and email to loan officers
  • Reduced risk and audit expenses by eliminating separate email and direct mail vendors
  • Increased retention rate from 18% to 34% in the first year
  • Initiated partner recruiting campaigns

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A Top 20 national bank did not have a client

retention strategy or storefront for loan officers

to market to their contacts via direct mail and

HTML email...

CHALLENGE

A Top 20 national bank did not have a client retention strategy or storefront for loan officers to market to their contacts via direct mail and HTML email.  The bank also relied on ad agencies for copywriting and image sourcing to develop marketing products and campaigns.  Additionally, loan officers relied on spreadsheets to manage clients as well as third-party printers to deliver birthday cards and other stand-alone marketing pieces.

SOLUTION

The bank selected CustomerManager for approximately 400 loan officers and implemented a three-year client retention program.  As a result, loan officers gained access to (and management of) partner & prospect information within CustomerManager – with steady deployment of personalized and compliant direct mail & email campaigns.  Corporate Marketing discontinued the use of an advertising agency and leveraged the LoyaltyExpress content team to develop copy and source images.

RESULTS

By partnering with us, the client:

  • Consolidated data from multiple sources and automated customer and loan information feeds into CustomerManager
  • Realized significant cost savings by reducing ad agency and image-sourcing expenses
  • Automated three-year client retention programs (with referral source co-marketing fields on mailings)
  • Deployed storefront with compliant, branded email, direct mail, closing gifts, and printed materials
  • Increased compliance with audit and legal reviews and our LicenseLock technology

 

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A Top 20 private lender needed a more robust CRM solution and a platform to automate client retention and lead programs... 

CHALLENGE

A Top 20 private lender needed a more robust CRM solution and a platform to automate client retention and lead programs.  The company was growing aggressively without an internal marketing team capable of supporting its needs.  Loan officers and branches were relegated to managing their own marketing, raising the risk of non-compliance and diminishing corporate brand specifications.  The company was also using separate email, direct mail, and print vendors for corporate campaigns, heightening security risks due to multi-point data sharing.

SOLUTION

LoyaltyExpress deployed CustomerManager to over 650 loan officers and provided a marketing store for loan officers to access corporate-branded email, direct mail, and newsletters.  A three-year client retention program, including an electronic customer satisfaction survey, was automated for every closed loan as well as email & direct mail lead campaigns for every pre-qualified lead.  A VIP Partner program was also created with an integrated lead capture capability for loan officers to recruit referral sources.

RESULTS

By partnering with us, our client:

  • Eliminated direct mail, email, print, and creative vendors, resulting in significant cost savings and decreased audit risks and time
  • Increased closing rate of leads by 30%
  • Gained an electronic customer satisfaction survey with referral submission capability that eventually paid for the entire cost of CustomerManager
  • Initiated partner and loan officer recruiting campaigns

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A Top 25 national private lender was experiencing

exponential growth and losing control over the

proper management of sales collateral in an internal

SharePoint environment...


CHALLENGE

A Top 25 national private lender was experiencing exponential growth and losing control over the proper management of sales collateral in an internal SharePoint environment (with mounting requests for additions & modifications to existing sales materials).  The corporate marketing team was required to respond by making manual adjustments, which was becoming too time-consuming and slow.  Legal and compliance departments were also repeatedly reviewing the same flyers and having a difficult time ensuring accuracy of disclosure statements and licensing.


SOLUTION

The lender deployed a MarketingCentral site for 650 loan officers completely branded to the look and feel of their Intranet.  Corporate marketing could now develop a flyer and include a wide selection of image, copy, and disclosures based on back-end regional settings.  Loan officers now have access to flyers and corporate collateral in this centralized site via two methods:  1) download a high-resolution PDF file and print it locally or 2) order directly from LoyaltyExpress and have printed materials shipped to location of choice.  Also, corporate marketing gained the ability to automate and manage advertisement creation, email signature standards, recruiting kits, tri-fold brochures, and much more.


RESULTS

By partnering with us, the client:

  • Reduced flyer creation time from 3-4 day turnaround to less than a minute
  • Increased delivery options for loan officers with PDF downloads or print fulfillment
  • Satisfied audit requirements with PDF storage of every order placed
  • Allowed corporate marketing to work more strategically and significantly increasing the quality and amount of corporate collateral available across the enterprise
  • Took advantage of the LoyaltyExpress Client Services team to field support calls and emails, reducing traffic and stress on their internal marketing department

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A Top 20 national bank was managing sales collateral

through an internal SharePoint site and working with

an external printer...


CHALLENGE

A Top 20 national bank was managing sales collateral through an internal SharePoint site and working with an external printer.  The marketing department was struggling to make sales flyers, open house flyers, recruiting kits, bank tubers, and many other items easily available to loan officers.  Also, the client was utilizing an outside ad agency for image sourcing and content development at a very steep cost.  The brand requirements of the firm required unparalleled precision for fonts, colors, and paper types (which further complicated proper fulfillment).


SOLUTION

The bank deployed a MarketingCentral site that was linked within their existing Intranet to over 600 loan officers.  Corporate marketing could now develop flyers more easily while deploying them with regional text and image variability.  The legal and audit process was streamlined and archives of every order stored on the site for future audit purposes.  Wider selections of time-sensitive corporate collateral were achieved (including flyers, tubers, brochures, advertisement templates, email signatures and much more).


RESULTS

By partnering with us, the client:

  • Reduced flyer creation time from 3-4 day turnaround to less than a minute
  • Expanded types & formats of offerings for loan officers
  • Satisfied audit requirement by storing a PDF of every order placed on the site
  • Saved significant budget dollars by diminishing ad agency expenses as well as the maintenance of a SharePoint site
  • Took advantage of the LoyaltyExpress Client Services resources for field support calls and emails (further freeing up internal resources time constraints

 

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