Moving the home loan process online seemed only logical given the volume of other tasks now completed via the web. Hyman cited property research as an example: “It didn’t make sense to us that consumers could go online to find a new home, but had to visit a mortgage broker or bank to get a loan for that home.”

Lendi has addressed this gap in the market head on with its platform searching through more than 2,500 loan products from 35 different lenders to match customers with the one that’s right for them. It also allows customers to submit all of their information and documents online for faster approval. 

The platform, which is partially built on and powered by Heroku, has been used by thousands of Australian home owners  to settle more than $7 billion in home loans since its launch 5 years ago. It’s also been used by Domain Group to launch their own home loan platform. Branded ‘Domain Loan Finder’, it provides an integrated customer experience for those searching for both a property and a home loan.

Lendi’s strength comes from its smart combination of technology and people. What this means for customers is that they can find and settle their loans online, but also chat to a home loan specialist should they want more support. Salesforce Service Cloud makes these interactions seamless. 

“We want to make the home loan process as easy as possible and let customers engage with us on their own terms — whether it’s by email, phone, or live chat,” explained Hyman. “Salesforce gives us the flexibility to cater to their individual needs.” 

Integrated with Vocalcom omnichannel contact centre software from the Salesforce AppExchange, Salesforce automatically routes interactions to the right home loan specialist. So as  customers go through the home loan process they can connect with the same specialist repeatedly for more personal support. 

Of course Lendi’s relationship with customers is about more than a single transaction. It provides tools and advice on everything from calculating one’s buying power through to refinancing, and uses Salesforce Marketing Cloud to pull the right lever at the right time to keep customers engaged. Communications are highly automated, helping Lendi to connect 1:1 with thousands of existing customers as well as potential customers who need a little more time and encouragement. 

“Using Salesforce we’re able to automate and tailor customer journeys based on whether someone is using Lendi or Domain Loan Finder, as well as attributes like how long they’ve engaged with us or the types of interactions we have had with them to date,” said Hyman. “Our customer experience managers can then check in more personally with customers to make sure they’re happy with their current home loan product or see if they’re ready to refinance.”

Today, Lendi is continuing to grow and take more market share from its offline competitors. It's also evolving its platform to provide customers greater convenience. Hyman shared that the company is aligning its roadmap to that of Salesforce to take advantage of new capabilities. This includes the future use of Live Agent to support multiple customers at once. 

“Salesforce helps us easily build on our platform with enterprise level workflows that would otherwise require us to engage dozens of developers. Continuing on that path helps us efficiently scale and provide an increasingly great experience,” said Hyman.