Customer Stories / Embrace Home Loans

Embrace Home Loans Sees a 60% Lift in Answer Rates with Regal.io

about the company

industry

Mortgage

Regal.io helped establish trust with borrowers with branded calling. Borrowers now answer more calls and are having longer conversations, allowing relationships to form faster, forging the path to conversions.

"Regal.io not only stopped our calls from being marked spam, they helped establish trust with borrowers more quickly. With branded calling, our answer rates increased by 60%."

Luke Hardiman

Technical Sales, Embrace Home Loans

in numbers

Having branded calls quickly helped Embrace Home Loans break through the noise and reach more borrowers and reach them faster.

60%

Increase in Answer Rate

PROBLEM

Lower than Industry-Average Answer Rates

The mortgage industry is incredibly competitive and connecting with leads quickly is critical to getting conversions. To reach interested borrowers, Embrace Home Loans has a team that contacts between 15-20 thousand borrower leads per month who request more information on their official website or a partner site. As soon as a new lead comes in, it is assigned to a loan officer to make a call.

As the economy restricted, loan officers became more frustrated with decreasing success rates. The company used a mortgage contact center technology platform, but it wasn't helping solve for low answer rates and low call-backs.

Regal.io reached out to Embrace Home Loans and demonstrated that their lower than industry-average answer rates were the result of unbranded calls being ignored by borrowers and potentially flagged as SPAM by the major phone carriers.

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SOLUTION

Branded Caller ID Cuts Through the Noise

After learning about a potential solution for their low answer rates and low call-backs, Embrace Home Loans implemented Branded Caller ID from Regal.io. Having branded calls quickly helped Embrace Home Loans break through the noise and reach more borrowers faster.

Regal.io not only stopped calls from being labeled as spam, they helped establish trust with borrowers more quickly. With branded calling, borrowers answer more calls and are willing to talk more, allowing relationships to form faster, forging the path to higher conversion through more conversations.

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