ONE YEAR INTO THE QUEST: MONEYQUEST TAKES THE FINTECH ROAD LESS TRAVELLED

MoneyQuest has taken the contrarian route with their proprietary fintech, and it’s paying dividends. The boutique brokerage has invested heavily in the development of a bespoke, automated, life of loan communications system, designed to maximise each client’s lifetime value, to improve its franchise owners’ bottom lines.

Whilst the industry is focused on developing fintech that enhances the loan application to settlement experience, MoneyQuest’s enterprise-wide Salesforce marketing platform, developed in conjunction with Blended Digital, is founded on the premise that approximately 75% of a client’s lifetime value remains potentially untapped after their first loan settles. The fintech is designed to capture this potential lifetime value, through the distribution of consistent, customised digital communications, referred to as ‘Customer Journeys’.

Each touchpoint is customised according to the client’s personal details, loan type, loan term, and engagement behaviour, ensuring that important milestones are flagged, and fixed rate and interest only expiration reminders are delivered. Predictive analytics and artificial intelligence are also embedded into the proprietary technology, which determines if and when clients are introduced to additional products and services. The platform essentially manages and maps each client’s experience with the MoneyQuest brand, maximising the potential for repeat and referral business conversions.

After four years of development, and one year post roll out, MoneyQuest today celebrates the success of their unique fintech application.

“We are thrilled to share that after 12 months in operation, MoneyQuest’s fully automated, client communications system is a complete success. It has more than proven its worth, with thousands of clients responding to the automated emails each month, highlighting the technology’s capacity to trigger repeat business opportunities and facilitate client retention,” MoneyQuest Managing Director, Michael Russell, shared.

“This is one piece of the puzzle that the industry has been grappling with for some time, and I’m so pleased that our franchise owners no longer have to worry about developing and executing their own client contact programs. Now they can solely focus on generating fresh leads knowing that in the background, they are in regular contact with all of their customers.”

“Other CRMs feature similar architecture, but require brokers to curate their own content and manually schedule its distribution. The magic of our program is that every client, no matter which MoneyQuest broker they see across the country, receives the same ‘life of loan’ communications experience from their broker,” Mr. Russell said.

A 2017 Salesforce Customer Success Survey found that businesses within the financial services industry utilising similar bespoke technology, enjoyed an average increase in revenue of +30%, an average increase in customer retention of +36%, an average increase in ROI of +36% and an average increase in overall customer satisfaction of +41%.

The survey also revealed that Salesforce customers who successfully implemented a fully automated CRM solution, similar to MoneyQuest’s model, experienced average increases as high as +50% in revenue, +60% in customer retention, +50% in ROI and +71% in overall customer satisfaction. These targets are firmly in MoneyQuest’s sights, with the company already observing significant gains as a result of the platform.

Innovative marketing technology company, Blended Digital, played an integral role in developing the platform, from the initial storyboard stage right through to implementation. The company’s Co-Founder and Chief Marketing Technologist, Damon McMillan, is immensely proud of the platform’s ingenuity.

“What MoneyQuest has achieved with the Salesforce platform is remarkable. The software delivers key broker-to-client communications via seamless, automated journeys, and supports MoneyQuest clients across the entire life cycle of their loans. The program ultimately ensures critical interactions are always delivered, which not only assists brokers with growing their businesses, but also promotes long term client retention. These communications position brokers as trusted mortgage experts that are readily available as their clients’ finance needs change.”

MoneyQuest Glen Waverley franchise owner, Nizar Hamid, is also complimentary of the client contact platform, explaining that his business has benefited significantly as a direct result of the system’s personalised communications.

“A ‘Customer Journey’ email prompted one of my ex-clients to reach out. He asked if I could help him secure lower rates on his existing loans, which totalled approximately $1.8 million dollars. I sent through a proposal, and he eventually refinanced all of his loans through me. The very next day, his colleague requested that I also assist him with refinancing $800,000 worth of his loans. One personalised automated email proved to be very powerful, generating $2.6 million dollars’ worth of business,” Mr. Hamid said.

Simon Pak Poy, franchise owner of MoneyQuest Newport Beach & Bondi, echoed Mr. Hamid’s appreciation for the proprietary technology, explaining that it provides peace of mind.

“As businesses grow and workloads increase, keeping in touch with existing clients can sometimes take a back seat to the day-to-day tasks, onboarding of new clients and writing the next deal. One of the benefits of being a part of the MoneyQuest group is the fact that my clients receive tailored email communications from me at significant points throughout their finance journeys. It is reassuring to know that important client milestones are not going to be missed. We are currently conducting a couple of finance reviews and writing an investment property purchase loan as a direct result of the automated Customer Journeys program. It is a great tool for client retention and referrals.”

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