Independent Banker - July 2023 - 65

Guest Experts:
Lending
How Dart Bank Connects with Borrowers When It Matters Most
Challenge: Facing increased competition and a constricting market, Dart Bank needed to find new ways to drive loan volume, widen its
funnel, and shorten the loan cycle-and knew its legacy CRM wasn't keeping up.
Solution: Dart Bank tapped Total Expert's purpose-built customer engagement platform to provide deeper customer insights and
automated journeys that surface opportunities around borrower needs-allowing Dart Bank to create seamless customer experiences
across online, mobile, and in-branch interactions.
" Total Expert efficiently and effectively helps Dart Bank
accomplish all our key CRM objectives, " says Bryan Clark, Sr.
Vice President of Mortgage Banking. " It makes our loan officers
significantly more productive and enables us to execute on our
customer communications goals. "
The Total Expert platform seamlessly integrates with Dart
Bank's core technologies-including Blend, Encompass, and
BombBomb-while the Denim Social integration enables LOs to
leverage social channels at scale.
Total Expert Customer Intelligence gives Dart Bank the behavior
and intent insights they need to know when to connect with
borrowers at critical moments. " With Total Expert tied into our
internal and external customer data streams, we can market and
cross-sell to our mortgage and banking customers using one,
unified CRM database that houses all their data, " says Clark. " Our
LOs get an automatic alert when a prospect or customer lists
their home, has their credit pulled, or reaches an equity milestone
on their existing mortgage. "
Dart Bank uses a combination of Total Expert's out-of-the-box
Journeys and customized Journeys that leverage Customer
Intelligence to trigger personalized communications based on
each customer's financial situation. Journeys cover everything
from SMS/text messages throughout the homebuying process
to automated emails inviting new mortgage customers to open
a Dart Bank deposit account. These hyper-personalized, realtime
communications are driving meaningful engagement: Dart
Bank's open rate now sits at 31.8%, significantly higher than the
industry average.
Dart Bank also uses Total Expert's Expert Content library to
quickly publish articles and newsletters on timely topics and
educational content-all created by industry subject matter
experts. " Borrowers want their bank to help them understand and
prepare for what's next, " says Clark. " With Total Expert, we can
proactively engage our customers-building trust and loyalty-so
they think of us whenever financial needs arise. "
Just months after deploying Total Expert, the combination of
data, insights, and automated actions are driving significant
impacts for Dart Bank's mortgage business. LO productivity
increased by more than 20% while Dart Bank's Net Promoter
Score (NPS) also rose. The hard numbers at the other end of that
funnel show Total Expert sent more than 6,000 alerts, which
directly contributed to Dart Bank LOs generating 192 loans and
more than $48 million in value through the first six months on the
platform.
To see exactly how Dart Bank uses Total Expert to connect with
borrowers when it matters most, read the full case study at:
totalexpert.com/dart
James White, General Manager, Banking
James.White@totalexpert.com totalexpert.com

http://www.totalexpert.com/dart http://www.totalexpert.com

Independent Banker - July 2023

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