Large Mortgage Provider – Broker Training

The Client

The client is an Australian retail financial services group with operations spanning all mainland capital cities and major regional centres throughout Australia.

The Challenge

The client’s historical broker training was based on 100% face to face interactions with customers and focuses on the financial interview process as opposed to the customer experience. It had no appreciation of remote | online best practice content at the time COVID-19 broke, impacting lead generation and conversion.

The Approach

In order for the client to maintain its market-leading position in Australia, they recognised the need to update their broker training. While their last sales and customer experience training update was over 6 years ago, recent group research concluded that customer experience had become even more critical, driving 72% of settlements. Strativity designed and executed the successful implementation of the “Delivering exceptional customer experiences in a self-isolating world” Platinum broker keynote presentation and training.

The Results

Strativity delivered an online program based on “Delivering exceptional customer experiences in a self-isolating world” to 83 Platinum brokers across Australia. The content focused on delivering best practice CX using telephone and online meeting platforms (e.g. Skype, Microsoft Teams, Zoom, WhatsApp, Webex, Go To Meeting), leveraging its global ACE program as well as current and emerging best practice techniques to maximise customer engagement, encourage active customer participation and improve satisfaction across digital channels.

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