Buying a dream home made easier with Pexip Engage
Results at a glance
of all appointments come through digital channels
no-shows, follow-ups, and manual (re)scheduling
customer satisfaction: CSAT reach 96 and NPS 78
Hypotheek.winkel offers guidance throughout the process of acquiring a property and mediation in mortgage credits and related insurances. Founded in 2001, they're the largest independent mortgage broker in Flanders.
Hypotheek.winkel has always been a customer-facing business. In times when so many purchases happen online, buying a house remains one of those decisions where meeting face-to-face is inevitable. From getting a notary to finalize the sale to moving into the new property, there's a vast range of processes a young person probably isn't aware of, and that's where hypotheek.winkel's advisors jump in to help.
Life before Pexip Engage
''We're a very physical business, and we put branches as close to our customers as possible,'' David Geerts, the company's CEO, says. But before they can even meet their customers, experts at hypotheek.winkel needs a way to connect with them.
Previously, we used an elaborate online form which was challenging to fill in and caused many prospective leads to giving up. ''User data has shown us we were losing a lot of hot leads and possible clients because of that form,'' Mr. Geerts says.
''It was too long and forced customers to give away much of their personal information, which people never like. For that reason, many failed to complete it.'' To make matters worse, users who hit the submit button still had to be contacted for an appointment. "Following up on online forms was very time-consuming for our branch staff,'' he explains.
''Customers weren't always available during business hours. As a result, we found ourselves playing this cat-and-mouse game where branch owners were trying to get ahold of the prospects. Powerless, they often ended their pursuit by leaving a message after the beep. Of course, very often, we would never receive a response."
The online form was the elephant in the room everybody at hypotheek.winkel could see.
The digital and physical gap made us lose a lot of business.
Pexip Engage gets a green light
When hypotheek.winkel's website was getting a redesign, one of the developers suggested a switch to Pexip Engage as a more efficient way of digital onboarding. "We organized a joint meeting with our advisory board, which consists of 10 branch users that advise us on their needs and how they want to adopt new solutions."
''Even though some branches still used paper agendas, they quickly understood the value of having an automated scheduling platform. And Pexip Engage was relentless in assisting us in making the transition to a digital, efficient appointment scheduling platform as smooth as possible," Mr. Geerts adds.
"The first branches to use Pexip Engage were the ones in the advisory council. After seeing immediate results, we rolled out the platform to the entire network. During that time, the officeholders could always ask questions. Our Pexip Engage customer success manager would immediately respond with advice.''
The rollout, step by step
- After understanding the urgent need for an efficient scheduling solution, hypotheek.winkel used the momentum of their new website to implement an appointment scheduling platform.
- In several joint workshops, executives at hypotheek. winkel sat down with Pexip Engage's Customer Success Manager to align the new scheduling flow with the existing customer journey. One of the immediate outcomes was the ability to link the company's senior experts with high-value prospects.
- A segment of branches has tested Pexip Engage to analyze the impact on customer experience and conversion rates. After seeing positive results, hypotheek.winkel rolled out the platform to its entire network.
Offering sound advice lies at the core of everything hypotheek.winkel does. Thanks to Pexip Engage, the company can now bring more customers in for a meeting.
Younger generations are digital natives, so when they want to buy a house, they will Google mortgages and arrive at our site. Pexip Engage lets them book an appointment at one of our offices in just a few clicks.
Depending on what they're looking for, we assign to the right advisor with the right expertise. The scheduling process is more efficient than ever, and we no longer lose quality leads.