How Your CRM Should Be Helping You to Retain Business

by | Oct 11, 2022

As a mortgage broker, your CRM should be one of your most valuable tools when it comes to retaining business. Here are a few ways that your CRM can help you to keep your clients coming back (which is really the key to your sustainable business growth!):

Your CRM should be helping you to win repeat business. By tracking your interactions and keeping all of your information in one place, your CRM can be a valuable tool for retention.

But, so many mortgage brokers fall into the trap of thinking their CRM is just nice-to-have software that their admin team can use. It is SO much more than that!

Here are a few ways that your CRM can help you to keep your clients coming back:

1. Keep Track of Your Contacts

Your CRM can help you to keep track of all of your prospects, including their contact information, communication history, and even the loan applications that they have submitted. This information can be crucial when it comes time to reach out and touch base with past clients or lost leads.

When we help clients customise their CRM (and this is usually SalesTrekker for mortgage brokers), we ensure they are able to add in extra pieces of vital information too, such as their favourite movie or whether they love camping. Why? These tiny nuggets of information can then be used to nurture your relationship with your client – we all want to feel seen, heard, and understood and the broker who remembers these details (with help from their CRM) is the broker who will get the repeat business.

2. Understand Your Clients’ Needs

By tracking the interactions that you have had with your clients, your CRM can give you a better understanding of their needs. This information can be used to tailor your marketing and sales efforts, making sure that you are offering the products and services that they are looking for.

For example, you can follow up with them around the time you knew they were wanting to consider an investment property, or when one of them was finished studying and entering the workforce so would be looking to refinance. Understanding – and more importantly – pre-empting your clients’ needs is the key difference between an average broker and an amazing one.

3. Stay Organized

It can be difficult to keep track of everything when you are dealing with multiple clients at different stages in the loan process. Your CRM can help you to stay organized by keeping all of your information in one place. This way, you will always be able to find the information that you need when you need it.

With increasingly more legislation and regulations, it has never been more important to take the headache of admin off your desk and into your CRM. Let the tech do the heavy lifting.

4. Increase Efficiency

By automating some of the tasks associated with loan origination, such as sending out initial disclosures or ordering credit reports, your CRM can help you to increase efficiency and close more loans. This increased efficiency can free up more time for you to focus on client retention efforts.

It also helps your team to be more efficient when they can focus on the in-person tasks knowing that the backend admin work is being done on autopilot. This also helps mortgage brokers to consider bringing in extra support staff to create even more efficiencies and to enable growth.

5. Improve Customer Service

By giving you quick and easy access to important client information, your CRM can help you to provide better customer service. This improved customer service will help to build trust and loyalty among your clients, making them more likely to come back to you for future business.

Remember that people will always remember how you made them feel above all else, so ensure you are leveraging the tools and the tech to provide that great service that will set you apart from the rest.

A good CRM is an essential tool for any mortgage broker who wants to succeed in today’s competitive market. By helping you to track interactions, understand client needs, stay organized, increase efficiency, and improve customer service, a good CRM system can give you the edge that you need to retain business and succeed in today’s market.

Auctus Coaching will work with you to build the profitable, efficient, scalable business you’ve always dreamed of. Book your discovery call with Christian Paterson today or fill in this online form for more information.

Christian Paterson, Auctus Coaching

Christian Paterson

Director, Head Coach

I love nothing more than helping hardworking brokers to work smarter and enjoy their business while growing an incredibly profitable and efficient operation.