Retain uses customer data to track and automatically recontact existing customers who are due to roll off their current mortgage deal. Customers receive an email which links them to a broker-branded web app, tailored to each individual client where they can learn more about their mortgage and are reminded of the value of their broker’s advice.
Once set up, Retain runs on autopilot, ensuring every client is contacted prior to expiry without the broker having to chase, and brokers are able to keep track of their expiries in a simple, prioritised list.
Clients can notify their adviser at any time that they would like to discuss remortgaging to encourage customer-led retention.
David Copland, Director of Mortgages at TMA, commented:
“We are always looking at ways to enhance our members’ businesses and customer retention is a key aspect of this. With up to 30% of homeowners in the UK deciding not to remortgage with the same broker, there is a clear gap in the market. Platforms like Retain make retaining customers more efficient and much more hassle-free.
“By equipping our advisers with the right tools to tackle this, we hope to boost their product transfer and remortgage figures and help them regain time previously spent on administrative tasks, so they can focus on what really matters – providing tailored and holistic advice to their clients.”
Rameez Zafar, CEO at Eligible, added:
“TMA’s ethos to provide the best possible broker and customer experience is one we mirror. Through offering our retention solution to TMA, we will work together to reduce brokers’ workloads, allowing them to focus on doing what they do best - advising customers. We also aim to improve financial literacy for our clients whilst keeping the customer at the heart of the mortgage journey.”
