CASE STUDY

Independent Finance Brokers Tasmania activates Salestrekker for Powerful Benefits

Dalibor Ivkovic
Dalibor IvkovicJune | 2024
Independent Finance Brokers Tasmania activates Salestrekker for Powerful Benefits

Financial Brokers Tasmania (FBT) operates from two offices in Launceston and Hobart. It independently supports residential and commercial finance clients throughout the state. FBT is proud of its highly experienced team with 200 years of combined expertise and today remains focused on delivering outstanding customer service. After relying on the Salestrekker CRM platform for several years, FBT recently upped the ante, implementing more robust automation features for its state-wide client base.

“By mapping our tasks and processes and enhancing automation levels within Salestrekker, we have established new benchmarks and better standardised our customer service offering throughout our two locations,” said Lance Cure, CEO & Senior Broker, Finance Brokers Tasmania.

Creating consistent customer outcomes

With a democratic working environment, whereby brokers could independently choose to maximise their use of Salestrekker, several individual journeys and manual administration processes existed for compliance and customer communications. However, by engaging Auctus Coaching in early 2024, FBT identified and prioritised a new automated task list and way of working across the entire business. Benchmarked processes are also integrated into XSOURCE, an outsourced loan processing service. This has created new consistent processes and freed up considerable time during busy periods.

"The key for our team is that we all now enter data similarly. Everything from an application to a compliance report is processed through Salestrekker, and this helps professionalise and prioritise our daily tasks. Trusting Salestrekker adds value to our business,” he outlined.

Building their workflows in consultation with the team and Auctus Coaching is helping to establish greater efficiency outcomes with less manual intervention. It's creating momentum within the team, giving them the confidence to add more tasks to the automated workflows.

“A better utilisation of Salestrekker will still give us the highly personalised customer service goal but shave hours off brokers needing to follow up each application manually. The outcome here is freeing brokers to invest valuable time in client relationships, not paperwork. This is important for retaining our existing client base and further building our asset and commercial finance business," Lance commented.

Breaking free from four walls

When asked to highlight the most significant potential change to how he supports his client base, Lance confirmed it would be 'breaking free from his desk' and that it would pay off in the future. Engaging with business customers in the field and promptly processing their applications for asset and commercial finance is in demand.

“As an independent and locally owned broker, we can provide an unmatched level of service in mortgage, asset and commercial finance. We can establish and build out the customer relationship here on the ground. When this is backed up by the Salestrekker CRM platform that streamlines administration and compliance, we are on to a winning combination,” he concluded.

Results

·        Standardised the mortgage application process

·        Greater integration with outsourced back office team

·        Collaborative task prioritisation adds value