Outreach Case Studies Guild Mortgage Company: Accelerating Sales Momentum with IoT

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	Guild Mortgage Company: Accelerating Sales Momentum with IoT Outreach

Guild Mortgage Company: Accelerating Sales Momentum with IoT

Outreach

Applicable Functions	Maintenance Sales & Marketing
Use Cases	Demand Planning & Forecasting Leasing Finance Automation
Challenge	Guild Mortgage, a nationally recognized independent mortgage lender, was facing a challenge in keeping up with the increasing demand for their services. Despite their efforts to process requests as quickly as possible, the loan officers were struggling to maintain a competitive edge in the market. The slower-than-average response time was resulting in missed opportunities, especially with the emergence of new players offering digital alternatives to traditional lending. The challenge was not just about responding quickly to leads, but also about proactively and consistently serving customers with relevant information and resources. The company's sales leaders realized the need to invest in their sales and marketing technology to support this level of service. Read More
About Customer	Guild Mortgage is a nationally recognized independent mortgage lender that provides residential mortgage products and local, in-house origination and servicing. Founded in San Diego in 1960, the company has been expanding into new markets to deliver the promise of home ownership in neighborhoods and communities across the United States. A leader in the mortgage industry, Guild Mortgage has served customers for more than five decades, helping home buyers navigate through an unpredictable market and make the right decisions to support their financial futures. As more homeowners consider refinancing or relocating, Guild Mortgage’s loan officers are seeing an increased demand for their services. Read More
Solution	To address the challenge, Guild Mortgage initially implemented a homegrown solution to streamline how loan officers would engage with leads and existing customers. However, this solution was found to be too prescriptive and lacked automation features, thus not significantly impacting the productivity of the loan officers. The company then turned to Outreach, a platform that allowed loan officers to follow up with leads and stay engaged with customers throughout the long deal cycles. Outreach also enabled automation to maintain relationships with clients post-closing. For instance, follow-up tasks were set in Outreach to check in with clients. Beyond the sales team, Guild Mortgage's recruiting team also used Outreach to create, maintain, and measure the success of their candidate pipeline, ensuring their communications were personal and compliant. Read More Log in to view content
Contents

Applicable Functions

Maintenance

Sales & Marketing

Use Cases

Demand Planning & Forecasting

Leasing Finance Automation

Challenge

Guild Mortgage, a nationally recognized independent mortgage lender, was facing a challenge in keeping up with the increasing demand for their services. Despite their efforts to process requests as quickly as possible, the loan officers were struggling to maintain a competitive edge in the market. The slower-than-average response time was resulting in missed opportunities, especially with the emergence of new players offering digital alternatives to traditional lending. The challenge was not just about responding quickly to leads, but also about proactively and consistently serving customers with relevant information and resources. The company's sales leaders realized the need to invest in their sales and marketing technology to support this level of service.

About Customer

Guild Mortgage is a nationally recognized independent mortgage lender that provides residential mortgage products and local, in-house origination and servicing. Founded in San Diego in 1960, the company has been expanding into new markets to deliver the promise of home ownership in neighborhoods and communities across the United States. A leader in the mortgage industry, Guild Mortgage has served customers for more than five decades, helping home buyers navigate through an unpredictable market and make the right decisions to support their financial futures. As more homeowners consider refinancing or relocating, Guild Mortgage’s loan officers are seeing an increased demand for their services.

Solution

To address the challenge, Guild Mortgage initially implemented a homegrown solution to streamline how loan officers would engage with leads and existing customers. However, this solution was found to be too prescriptive and lacked automation features, thus not significantly impacting the productivity of the loan officers. The company then turned to Outreach, a platform that allowed loan officers to follow up with leads and stay engaged with customers throughout the long deal cycles. Outreach also enabled automation to maintain relationships with clients post-closing. For instance, follow-up tasks were set in Outreach to check in with clients. Beyond the sales team, Guild Mortgage's recruiting team also used Outreach to create, maintain, and measure the success of their candidate pipeline, ensuring their communications were personal and compliant.

Impact #1	The implementation of Outreach has streamlined workflows not only for the sales team but also for the recruiting team at Guild Mortgage. The platform has enabled the company to create, maintain, and measure the success of their candidate pipeline, all while ensuring their communications are personal and compliant. Furthermore, Outreach has given leaders visibility into the activities and channels that are driving better outcomes for customers. These insights are fueling improvements in both sales and marketing, shaping the future of selling at Guild Mortgage. The platform has also helped the team to be more productive and effective, as noted by Michelle Castle, a Guild Mortgage Area Manager.

Impact #1

The implementation of Outreach has streamlined workflows not only for the sales team but also for the recruiting team at Guild Mortgage. The platform has enabled the company to create, maintain, and measure the success of their candidate pipeline, all while ensuring their communications are personal and compliant. Furthermore, Outreach has given leaders visibility into the activities and channels that are driving better outcomes for customers. These insights are fueling improvements in both sales and marketing, shaping the future of selling at Guild Mortgage. The platform has also helped the team to be more productive and effective, as noted by Michelle Castle, a Guild Mortgage Area Manager.

Benefit #1	Loan officers are connecting with leads 2x faster
Benefit #2	Sharpened lead conversion rates
Benefit #3	Closing the gap between leads generated and leads closed

Benefit #1

Loan officers are connecting with leads 2x faster

Benefit #2

Sharpened lead conversion rates

Benefit #3

Closing the gap between leads generated and leads closed

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Overview

Guild Mortgage Company: Accelerating Sales Momentum with IoT

Operational Impact

Quantitative Benefit