Chamberlain + Co empowers client relationship management with Salestrekker

About

Chamberlain + Co,  founded by Ray Chamberlain almost 20 years ago, provides a range of lending services for its Melbourne-centric and beyond client base. From residential lending to SMSF limited recourse borrowing arrangements to a recent focus on equipment, commercial finance, and more complex lending. With Salestrekker implemented in 2019, the team recently reviewed how it could maximise its use of Salestrekker to improve its customer service further.

“We've trusted Salestrekker for years now, and we know from experience that with all of its features, it could literally put someone on the moon. But we wanted to extend our capacity, benchmark our processes, and streamline how we operate,” said Ray Chamberlain, Founder and Director.

Building clearer processes

Ray and the team have been successfully relying on Salestrekker and features like customisable workflows, broker tools, and client portal access for a number of years. It’s underpinned their growth into an active three-person team with additional support and administration services.

Ray's decision to step down as one of Australia's longest-serving and highest-profile AFL umpires was a major catalyst for a strategic review of the business. Known as one of the league's most iconic figures, 'Razor' Ray Chamberlain is retiring at the end of the 2024 season and switching his 100% focus to Chamberlain + Co.

“With this significant move, and without having to factor in me balancing my umpire and mortgage broking careers, it was a great time to review our processes and how much of it began and ended with me,” Ray outlined.

Although previously operating with processes and workflows, Ray knew that when it came to customer satisfaction, there was no such thing as 'half-time'. For Ray, excellent customer service is a game 'that never ends'.

Supercharging customer service

Following a series of industry recommendations, Chamberlain + Co appointed Auctus Coaching to audit its processes and workflows to supercharge its offering.

“We’ve been a paperless office forever, but we used this opportunity to document how each team member manages a process. We realised we don’t all need to have a different way of doing the same thing. With greater clarity on actions and internal systems, we have stripped out unnecessary steps. This has streamlined what we do and supercharged our customer service,” he outlined.

By benchmarking how the team operates with greater transparency, accountability, and faster decision-making, the pace of applications and workflows has increased following the audit.

The two largest impacts have been the speed at which applications can be managed through the system when lending decisions are made and the reduction of any bottlenecks that previously existed.

“I have always managed my time well, but it was inevitable that at certain times, the team would be waiting on feedback if I was umpiring, training or coaching. By refining our systems and workflows with Salestrekker’s powerful functionality, an application can be processed faster and more easily than ever before,” he continued.

 Kicking compliance goals

Salestrekker also plays a vital role in compliance with Chamberlain + Co, which is part of the National Mortgage Brokers network.

"We need to meet industry and nMB standards regarding compliance. With Salestrekker, we have a proactive and real-time solution to ensure we complete our documentation and remain compliant," Ray outlined.

However, when asked to share the largest impact working with Christian Paterson and the team at Auctus Coaching has delivered for Chamberlain + Co, Ray is adamant that the new customer service capabilities impress him the most.

“The updated communications workflows, new focus on the customer portal, and e-signing capabilities with Salestrekker are getting us closer to the customer, and the positive feedback means they are noticing. That's what we live for here—keeping our clients happy and loyal," Ray concluded.

Results

·        Accelerating application timeframes

·        Benchmarking customer service delivery team-wide

·        Removing bottlenecks and streamlining workflows