Fleet Mortgages Joins Webio’s Growing Client Base

11 Sep 2018

Latest customer win for Webio – Fleet Mortgages, the UK’s specialist buy-to-let lenders enhances their customer engagement strategy using Webio 's Conversational Middleware platform. The partnership will further enhance Fleet’s already impressive client journey, improve staff efficiency and help drive increased sales.

Webio is pleased to announce that Fleet Mortgages, one of the UKs leading buy-to-let and specialist mortgage lender has selected Webio to lead the charge in introducing the latest in intelligent customer engagement technology to improve communications with their client base.

The team at Fleet Mortgages have recognised the shift in how customers want to engage. No longer satisfied with older, more traditional channels, like phone and e-mail, Fleet Mortgages listened to customers and are taking proactive steps by introducing conversational messaging.

“Engaging effectively with customers is very important to Fleet and that there is an opportunity to better market, sell to and service customers using messaging channels,” says Graham Bragg, Business Development Director at Webio “It is all about getting customer to talk, continue over messaging with those that already do, and awaken those customers that haven’t been heard from in a while. The result of this will be to improve the full customer journey whilst both improving sales and customer service levels.

Working with the Webio team gives Fleet the immediate ability to dive into conversational messaging and start to give customers the ability to have message-based conversations with agents.”

Webio will enable Fleet Mortgages to initially deploy proactive outbound conversational SMS messaging followed by the messaging app channels and effectively route inbound responses to location specific agents. In addition, Webio AI Agents will constantly listen, monitor and track conversation performance and identify immediate improvements that can be applied to customer interactions that will have a positive impact on call outcomes and contact costs.

“It’s always exciting to engage with a company with a real focus on improving the end to end customer journey that can also be measured with clear and manageable metrics for business improvement and growth. The team at Fleet Mortgages very much align with our thoughts on this, and we look forward to a highly successful and long-term relationship with them”, says Graham Bragg.

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METRICS WE’VE ACHIEVED

52%

Uplift in Payment Arrangements
42%

Increase in Agent Productivity
57%

Decrease in Operational Costs
48%

Increase in Customer Engagement