Success Stories

Overview of Project

Goldwater Bank was operating with multiple systems storing data for its mortgage origination department and recent mortgage company acquisitions. The primary challenge was to bring all areas together working under one central CRM system for storing, accessing and sharing customer data.

Pull historical data dating back to 2016; approximately 148,000 applications. Build out CRM on Salesforce platform to capture and store customer information on one platform. Identify initial team for product adoption, secure feedback to improve and expand.

About the Client

Goldwater Bank N.A. is a full-service bank that provides banking and lending services. The Bank accepts deposits, makes loans, and offers other services for the public. Goldwater Bank is based in Scottsdale, Arizona and serves customers throughout the United States.

Project Goals

Phase 1 – Research, development and implementations

• Take disjointed data structure from multiple mortgage service entities and move all data into a readable format; build an API to import data and implement a custom Salesforce CRM that allows loan officers easy access to data in real time.
• Deploy a self-service chatbot to build leads using AI technology to drive customers to the right place; establish 360-degree view of customers, capturing all communications and providing up-to-date status and history.

Phase 2 – Adoption and expansion

• Establish regional loan officer focus groups and brand champions to adopt CRM solution, identify and report value to operations and provide feedback.
• Utilize feedback to enhance build out and customize UX.
• Add new user groups in stages.
• Add integration for marketing automation tools (i.e. Video chat, transactional emails).

Results

• Completed data transfer and system development, establishing a single CRM system for all users to capture, store and share customer data, track inquiries and customer communications from application to close.
• After only three months, Goldwater Bank closed three applications solely through chatbot technology.