Joanna and MarkMarried couple Joanna and Mark rent a flat in Edinburgh. They’re keen to take the first step in becoming homeowners.

End to End Acquisition

(Mortgage)

OPPORTUNITY IDENTIFICATION

Mark’s bank is alerted when he updates his Facebook status with their house-buying plans. By linking this social insight with Mark and Joanna’s transactional histories, the bank can deduce that they are looking for a mortgage.

The couple is instantly added to the ‘Journey to your First Home’ campaign.

SUPPORTED

EMPOWERED

HYPER-PERSONALISED COMMUNICATIONS

Mark receives a message from his bank: “Hey Mark, we see you’re looking to get on to the property ladder. Have you thought about using our tailored mortgage plan?”

At the same time, Joanna opens an email inviting her and Mark to a microsite where they can learn more about how to become homeowners.

End to End Acquisition

(Mortgage)

BANK....

Hey Mark

CUSTOMISED OFFERS

When browsing the microsite together, Joanna and Mark are enticed by suggestions for mortgage products which complement their financial goals.

KNOW YOUR CUSTOMER

Both Mark and Joanna are keen to find out more and register for the microsite to be updated when any new information is available here. Their bank recognises them both as individuals and as a ‘Household’.

IN CONTROL

CONNECTED & UP TO DATE

They can use a calculator to visualise a total break-down of what the monthly cost would look like and how this fits with their current household budget. They’re encouraged by what they can afford and are interested in confirming this with an advisor.

This now allows communications to be sent on both a personal and shared basis.

ENLIGHTENED

INITIAL ADVICE

Joanna and Mark agree to accept an invitation to chat online. The online advisor can see the products they’re interested in and provides more detail on how each one works.

They also get instant replies to their questions and are given links to useful guidance, including a ‘Mortgage Jargon Buster’ where they discover what LTV means.

The chat online chat switches automatically to assisted based on a conversation flow…

Hi Joanne

123

Hey Mark

FIND THE DREAM HOME

When their chat session finishes, Mark and Joanna visit real estate websites again where add-on adverts are displayed. When Mark and Joanna click on an add-on, they see basic information about relevant mortgages for each specific property.

And because it works across channels, they can access their search information using the Mobile app and from the real estate microsites.

INFORMED

They’re pleased to see that their bank’s products come out on top and feel confident that they’re close to getting the best mortgage they can afford.

COMPARE OFFERS

Mark and Joanna have selected the house and they revisit the microsite to see and to compare mortgage offers.

CONFIDENT

GET DETAILED FINANCIAL ADVICE

Mark and Joanna want to double check a few more details on their preferred mortgage product. They accept an invitation from their bank for a video meeting with an advisor.

They are pleased to receive all the relevant information a few days before the meeting takes place, including a link to an LTV calculator. It also includes an illustration that shows that – by choosing this mortgage – they can get discounted home insurance and an interest-free loan for 6 months. This will be a great help when buying new furniture!

SUPPORTED

Mark and Joanna are emailed with a time-to-decision estimate of 5 working days. They can track each process stage using the mobile app and in just 3 days are told that a decision will be with them in 24 hours.

The video meeting is cut short as Joanna has to take a work call, but the couple completes the final steps online later the same day. They also upload all the documents requested using a personal digital document wallet.

Joanna receives a courtesy call from their advisor to let them know that their mortgage application is now being processed.

MORTGAGE APPLICATION AND PROCESSING

Mark and Joanna decide to go ahead and apply. Using a form that has already been pre-populated with their data, the advisor starts the application process during the video meeting.

IN CONTROL

XXXXX

5Days

MORTGAGE APPROVAL

It’s good news – Mark and Joanna’s application has been successful.

Their advisor sends them both a text as soon as this happens and welcomes them on board as new mortgage customers.

DELIGHTED

Joanna is also pleased when her bank sends her a personalised guide showing her the steps that happen next. In just 8 weeks she and Mark celebrate moving into their new home.

MORTGAGE SET UP

Mark and Joanna can see online that their mortgage is ready to go and decide to put an offer on their first choice of property via their mobile app. As the estate agent can see their mortgage offer and financial status the offer is accepted within a matter of hours.

REASSURED