370% INCREASE IN
CUSTOMER RETENTION

SUCCESS STORIES

A Leading Mortgage Lender concerned with high rate of churn on portfolio in a volatile rate environment.

1 minutes read

Situation


Ditech LLC continued to witness portfolio drain despite building their servicing portfolio through third-party originations and portfolio acquisitions. Multi-channel marketing with heavy investments in technology were not able to stop the bleeding. Irrespective of the management commitment and sales efforts, a volatile rate environment and changing borrower preference, could not improve portfolio recapture over 15%.

6

DURATION

MONTHS

10

TECH
INTEGRATIONS

Solution

Synergi’s team stepped in with data analytics solutions focused on borrower benefit maximization. Following a two-pronged approach of (a) identifying borrower likely to payoff; (b) what benefit was a borrower seeking from payoff; the portfolio was easily sliced into targetable segments and offers that each segment would respond to.


Solutions Used

Synergi is a rockstar. Their solutions increased our market cap by 150%."

VP, Consumer Home Lending

Execution

At the onset all the multiple data feeds from various tech solutions were centralized to create a marketing data mart. Using a combination of trained ML models on portfolio prepayment and marketing response analysis, multi-channel campaigns were launched with personalized benefit communication to borrowers that were likely to payoff. Entire funnel was tracked against forecasted performance of the campaigns always keeping recapture rate as the only measurable KPI. What we termed as One-Click Campaigns then, the focus was to keep tuning each variable to find the optimum balance. Client’s marketing team was provided with dashboards that updated over-night and were trained to take decisions based on insights.

Image of the Synergi Dashboard displaying tools for 'Portfolio Segment/Offer Viewer' and 'One-click multi-channel campaign execution,' illustrating the advanced technology used for campaign management and data analysis.

Integrations

Logo of MSP (Moderne Soziale Partei): Synergi's study on enhancing mortgage retention using their Omnichannel Mortgage Marketing suite and Response Driven Marketing Analytics. Focuses on personalized borrower communication via predictive modeling.
Logo of Hubspot: Synergi's study on enhancing mortgage retention using their Omnichannel Mortgage Marketing suite and Response Driven Marketing Analytics. Focuses on personalized borrower communication via predictive modeling.
Logo of Dialog: Synergi's study on enhancing mortgage retention using their Omnichannel Mortgage Marketing suite and Response Driven Marketing Analytics. Focuses on personalized borrower communication via predictive modeling.
Logo of Velocify: Synergi's study on enhancing mortgage retention using their Omnichannel Mortgage Marketing suite and Response Driven Marketing Analytics. Focuses on personalized borrower communication via predictive modeling.
Logo of Encompass: Synergi's study on enhancing mortgage retention using their Omnichannel Mortgage Marketing suite and Response Driven Marketing Analytics. Focuses on personalized borrower communication via predictive modeling.
Logo of Experian: Synergi's study on enhancing mortgage retention using their Omnichannel Mortgage Marketing suite and Response Driven Marketing Analytics. Focuses on personalized borrower communication via predictive modeling.
Logo of CoreLogic: Synergi's study on enhancing mortgage retention using their Omnichannel Mortgage Marketing suite and Response Driven Marketing Analytics. Focuses on personalized borrower communication via predictive modeling.

The Results


52%

Over the next 6 months One-Click campaign generated an average portfolio recapture of 52% up from the starting base line of 14%.

370%

A net improvement of 370%.

The program ran over three years, consistently maintaining recapture rate with highest margins on funded volume in client’s history.

Omnichannel Marketing

Elevate borrower engagement through our Omnichannel Marketing Platform

Response-Driven Marketing

Boost marketing ROI with our targeted analytics and response models.

See more of our work

INSIGHTS REPOSITORY

Leveraging Data to Build a Direct-To-Consumer Home Lending Unit 

A Leading Credit Union, with a large member-base wanted to scale Home Lending D2C operations to increase cross-sell opportunities for mortgages using existing members. 

JOURNEY MAPPING

Setting up a Credit Trigger Program for Member Tracking 

Increase member engagement for members who are in the market for a mortgage product and offer solutions that would resonate with them. 

TRAFFIC ANALYTICS

Tracking Borrower Digital Engagement 

Understanding pre-funnel digital behavior to maximize lead opportunity and application conversion. 

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