Customers can engage with the app 24/7, talk to advisers and complete key steps of their mortgage application online.
The app has instant messaging, along with biometric identity verification, e-signing, secure document gathering, fact find questionnaires and automated workflows.
The app is integrated into the website and automatically invites customers to complete a fact find. This removes the need for a staff member to conduct an initial call and gives advisers information before their first appointment.
The broker said that the app meant that it could “shift from cumbersome email, phone and paper processes, to a smooth, automated, digital journey”, which allowed staff to focus on “higher value customer activities and complete more mortgages”.
‘Making life easier for the customer’
Andy Morrison (pictured), Mortgage Experience’s head of marketing and operations, said that considerable human interaction, use of legacy channels, repetition and inconsistent processes created inefficiencies, which impacted conversion and then curbed the company’s ability to grow without hiring externally.
Morrison added: “Our new app combined with an accelerated and efficient application journey demonstrates our ambition to lead the way in using technology to make things easier for our customers, and our team. As our processing becomes slicker and our staff have more time to add value to the customer experience, we expect conversions to increase alongside volumes.
“This will help us to grow without sacrificing our commitment to delivering excellent customer service and outcomes.”
Matthew Elliott, chief development officer and co-founder of Nivo, said: “We love working with companies like Mortgage Experience who see the opportunities available by focusing on making life easier for the customer.
“Andy was particularly excited about how innovation can help the Mortgage Experience brand, and very focused on being able to see how our services will quickly drive measurable return on investment. This focus on results over and above the technology itself is important to us, and something that we believe sets us apart.”
Second charge lender Evolution Money partnered with Nivo earlier this year to digitise its application journey.
