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New Wave Financial Services, situated in the UK, is a leading provider of specialised mortgage solutions, catering particularly to self-employed individuals. With a strong digital footprint marked by their website newwavefs.co.uk, they have carved out a niche in providing personalised financial advice and services.
However, despite their expertise and commitment to customer service, they encountered significant operational challenges, primarily due to an overwhelming influx of client enquiries. Their commitment to personalised solutions and taking time to care and handle their clients with excellent customer service has meant they are a victim of their own success.
The principal challenge confronting New Wave Financial Services was managing the sheer volume of inbound enquiries about self-employed mortgages. With limited staff resources, the company struggled to efficiently handle these enquiries, leading to a bottleneck in communicating with new enquiries. This situation resulted in missed opportunities, as potential clients often did not receive timely responses, as their focus was around providing accurate and personal guidance to their current client base. This impacted the company's ability to fully utilise these leads.
In response to this challenge, New Wave Financial Services innovated by introducing "Molly", an AI voicebot designed to sound natural and engaging. Molly was programmed to make outbound calls to follow upon these enquiries. This solution was fully automated and integrated with the company's existing systems, enabling the voicebot to automatically generate calls from the inbound enquiries.
Molly's capabilities included leaving messages on voicemail, sending SMS reminders and emails where applicable, transferring calls to mortgage experts if available, and automatically scheduling appointments in the company calendar for brokers to attend. Additionally, if clients did not answer calls immediately, Molly was programmed to manage repeat calls until contact was established or deemed unachievable. Every call outcome was meticulously recorded in their integrated system, ensuring a seamless flow of information and follow-ups.
The key features of this solution included:
The introduction of Molly revolutionised New Wave Financial Services' approach to handling client interactions. This AI voicebot significantly increased the volume of leads generated, allowing the team to concentrate their expertise on providing tailored mortgage solutions. Molly's efficiency not only saved substantial time for the team but also led to improved operational efficiency and numerous downstream benefits. This innovative approach transformed the way New Wave Financial Services managed client interactions, setting a new standard in the industry for initial customer engagement and lead management.
Key outcomes included:
Looking ahead, New Wave Financial Services plans to further expand Molly's functionalities. The focus will be on increasing the range of tasks she can perform and the areas where she can assist in the company's processes. The next step involves integrating a fully GPT-based conversational flow to assist clients in the initial stages of securing a mortgage, leveraging a focused knowledge base. This advancement aims to automate as many processes as possible, enhancing customer experience and streamlining the mortgage application process.
Plans include:
Chatbots are used to provide immediate response to inbound enquiries. We build your chatbot for you so it works from day one and deploy it across all your popular channels.
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Chatbots are used to provide immediate response to inbound enquiries. We build your chatbot for you so it works from day one and deploy it across all your popular channels.
