Salesforce Migration Solution For A Mortgage Company To Better Manage Leads, Email & SMS Automation, And Digital Document Generation With Conga Composer.
100%
Faster lead processing by migrating to Salesforce from Excel
95%
Better interaction with customers with Email and SMS automation
89%
Effective document generation with Conga Composer while reducing manual errors
Overview
From scattered records to a single automated flow
What You Need To Know
In the mortgage industry, efficient lead management, customer communication, and document processing are crucial for providing excellent service and growing the business.
Why It Matters
CrossCountry Mortgage sought to migrate its business processes to Salesforce, implement email and SMS automation, and improve document generation.
What HIC Did
HIC Global Solutions helped CrossCountry Mortgage migrate to Salesforce, implement email and SMS automation, integrate Conga Composer for document generation, and develop KPI reports for team performance analysis.
Challenges Faced
Bottlenecks slowing every hand-off
Need for Salesforce Migration
The client wanted to migrate from Excel to Salesforce to handle all processes from one place.
Lack of Email and SMS Automation
CC Mortgage needed to automate email and SMS communication with clients to improve interaction.
Difficult Document Generation
The client found manual document generation burdensome and prone to errors.
Issues in Data Accessibility
Accessing customer details in Excel was becoming increasingly difficult as the business grew.
About the Company
Functioning out of Brecksville in the States, CrossCountry Mortgage is a two-decade-old mortgage company that started in 2003. Our client began this venture with a sole mission to provide customers with the best mortgage that suits their needs.
The client then became a nationwide full-service lender to help its customers with their mortgage needs, provide knowledge, and help them every step of the way to make their homeownership dreams come true.
Our client provides mortgage-based solutions into a wide umbrella of home purchase, refinance, and home equity products. CC Mortgage provides the best advice and benefits for financial needs with its straightforward, transparent mortgage process for buyers, sellers, and realtors.
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Solutions Offered by HIC
One pipeline, from record discovery to secure delivery
Data Migration and Excel Integration with Salesforce
- Integrated the team’s database into Salesforce using profiles and sharing rules
- Used Data Loader to upload Excel data into Salesforce for better lead processing
Email and SMS Automation
- Implemented Workflow for email automation, triggering emails at defined timeframes
- Integrated SMS Magic for SMS automation, allowing easy sending of SMS based on customer lifecycle stage
Conga Salesforce interaction for Document Generation
- Implemented Conga Composer for digital document generation
- Used Conga Email Template to send generated documents to customers
Performance Analysis Report Creation
Created KPI (Key Performance Indicator) reports to analyze different teams’ performance based on specific time duration
India 
USA
UK
Canada