Intercap Lending continually evaluates technology that enhances the customer experience. Our #1 customer is you, the loan officer. Yours are partners and borrowers. Our end-to-end CRM solution supports all our customers from lead to application through post-close. And hopefully, through multiple purchases and refinances.
Our CRM solution consists of a suite of integrated systems and best practices. Our goal is to help you put all the pieces of this end-to-end CRM solution together for your business. You can customize the automated messaging, and most importantly, make each personal interaction unique to you.
STAGE 1 – APPLICATION STARTED
A borrower can start an application using the Simple Nexus Mobile App, the Simple Nexus Web App, or as a BEST PRACTICE, directly with you and Encompass. Your SN application link (Apply Now) is found on your email signature and your LO Website. Those who click on your LO Website link will see your Apply Now button and contact information on every page of the website while using that computer or device.
As of 2022, all contacts from applications started or submitted in Simple Nexus or Encompass are automatically added to your Total Expert (TE) contacts. This allows you to keep the flow of information and the CRM process moving forward for that borrower even if they haven’t finished their application. Using the agent version of the Homebuyer App (Simple Nexus and Mobility RE) agent partners can track borrower progress, send leads, and share the SN app with borrowers.
BEST PRACTICE #1 – Take applications personally when possible
A top producer at Intercap and in the industry takes over 80% of his applications over the phone. It gives him the ability to get to know the borrower from the beginning, take a more complete app, and move the borrower on to support staff with less applicants dropping off.
In our industry, 40% of applications started don’t close with the original lender. Want to close more deals? Follow this best practice from a top producer and take the initial application personally. Let the online competition require borrowers to fill out a web form by themselves to get started.
BEST PRACTICE #2 – Manage your new contacts in TE
Make it a daily routine to review your new contacts on your TE dashboard, or assign this to your LOA. Share contacts in TE with your agent partner so he or she can see the progress of the borrower from that time forward on their TE dashboard. Make sure there are no contact duplicates based on multiple application submissions.
BEST PRACTICE #3 – Sync applications started in SN with Encompass
Make sure the borrower applications are linked between Encompass and SN so the borrower can upload documents and see updates in their SN App.
BEST PRACTICE #4 – Give your agents Total Expert and the Homebuyer App
Setup your agent partners with a free license of Total Expert and the Homebuyer App (Simple Nexus and Mobility RE). Show them these key features:
- Instantly track the progress of all leads and clients
- Co-marketing email and texts for new leads and client loan status updates
- Give buyer clients the benefits of GPS Home Shopping, One-button Showing Requests, Mortgage Calculator, Mobile Application, and Secure Document Scanner
- New Listing Marketing Kit (Single Property Website and Open House Flyers)
RECOMMENDED SETUP & TRAINING
- Add Agent Partners to Simple Nexus and Mobility RE
- Activating the Loan Status Update Journey | (click here for sample emails and texts)
- Link Simple Nexus apps to Encompass
- Get agents excited about the Homebuyer App (Simple Nexus and Mobility RE benefits)
- Use TE Focus Groups and Captivate’s Power Hour to close more leads
Application Started to Pre-qualification Workflow
BEST PRACTICE #5 – Use the TE Journeys to help leads complete their application and get pre-qualified
We have three “Waiting to Purchase” Journeys in TE based on the reason for the wait. These will help you and the agent from losing track of your leads as your borrowers get helpful, next step advice.
- New Lead Journeys – Can’t get a hold of a lead? Leads automatically coming in from Zillow or another lead source? Deploy the TE New Lead Journeys like “General Purchase Lead Campaign,” “First Time Homebuyer Interest Campaign,” “Get Pre Approved Campaign“
- Application Abandoned – A journey for those who have not completed their SN application after three days. It encourages them to complete their application or reach out to you for help. This is an automated journey, which means you only have to publish it and contacts will be added automatically after 3 days of inactivity on an incomplete application.
- Credit Issues – For those who did not qualify or are not ready to buy due to credit. This provides helpful credit improvement information that keeps them working towards approval. You will have to add contacts to this journey manually. Sales Boomerang will also alert you when these applicants hit a 620+ credit score.
BEST PRACTICE #6 – Captivate Monday Power Hour – Waiting to Purchase
As of 2022, TE Focused View gives you a quick view of all applicants who are not yet under contract. Following your Captivate Training, your Monday Power Hour is the perfect time to call borrowers who fall into this group. Use this time to provide support, advice, or encouragement as they get ready to go under contract and you will close more deals.
STAGE 2 – UNDER CONTRACT
When the loan status moves to Under Contract in Encompass, TE will will trigger a Loan Status Update text and email to congratulate the borrower and give a brief overview of what happens until closing. It also lets the borrower know that a tree was planted in their name.
BEST PRACTICE #7 – Send a seed-embedded post card with a hand-written message congratulating your client for going under contract. These little details stand out.
RECOMMENDED SETUP & TRAINING
- Activating the Loan Status Update Journey | (click here for sample emails and texts)
- The benefit of weekly Loan Status Update calls
- One Tree Planted information
STAGE 3 – UNDERWRITING REVIEW
When the loan status moves to Underwriting in Encompass, TE will will trigger a Loan Status Update text and email to let the borrower and both agents know that the loan is in this final review by the underwriter.
BEST PRACTICE #8 – TE Focused Views gives you quick access to all your borrowers under contract. Use your Captivate Tuesday Power Hour to give your borrowers and both agents a personal loan status update. Do this every week and your reputation as a proactive LO who routinely keeps your people informed will earn you more respect and more business.
STAGE 4 – CLEAR TO CLOSE
When the loan status moves to Clear to Close in Encompass, TE will will trigger a Loan Status Update text and email to let the borrower and both agents know that the loan is clear to close. This is the most exciting message your people will get!
BEST PRACTICE #9 – Post on your social media channels, “Another loan clear to close in less than xx days!” Closing time is based on the contract. Clear to close is based on you and your peoples’ efforts. Showcase what you do to get borrowers clear to close faster than our competitors. This effort will become part of your brand and something you and your team will start to monitor.
STAGE 5 – FUNDED
When the loan status moves to Funded in Encompass, TE will will trigger a Loan Status Update text and email to congratulate the borrower on their completed loan. Three days after funding, the borrower receives a review request pointing to your Zillow, Google, and Facebook review links.
RECOMMENDED SETUP & TRAINING
- How to setup a Zillow account
- How to setup a Facebook Business Page
- Swell setup and review
- Install the Swell Mobile App
- Run a review campaign for more online reviews
STAGE 6 – POST CLOSE
Post close includes servicing, home improvements, refinance considerations, and new purchase lead management. Your agent partner is just as interested in keeping clients engaged during this stage as you are, so getting them integrated into our CRM tools and processes helps both of you.
The CRM post-close tools include Intercap’s Servicing Portal, Homebot, Sales Boomerang and SOCI. TE also provides valuable journeys for agents, refi and purchase opportunities.
BEST PRACTICE for Homebot
- Teach your agents how to use Homebot with their entire SOI database.
- Follow the Capivate Training Thursday Power Hour and review your refi opportunities in Homebot based on engagement and high equity.
BEST PRACTICE for Sales Boomerang (SB)
- Respond to the SB alerts by using MBS Highway reports for debt consolidation, loan comparison, etc.
- Help clients remove MI, leverage equity, consolidate debt, lower payments, and so much more before they even realize the possibility. Be their financial advisor, not just their loan originator.
- Follow the Capivate Training Thursday Power Hour and review your refi opportunities in Sales Boomerang based on credit, equity, and MI removal scenarios.
BEST PRACTICE for SOCI
- Let your Intercap Marketing Team distribute our proprietary advertising to all your social media channels automatically. These will point back to your personally-branded landing pages for lead generation. All the comments, hashtags, and links will be uniquely yours.
- Advertise to your people! Upload your database to a Facebook Custom Audience and make sure your people see your ads. Spend $150 to $300 a month on your social media advertising and track your lead conversions.
- Own the first two pages of Online searches for your name by keeping your online content fresh and prolific.
BEST PRACTICE for TE
- Use your Wednesday Captivate Power Hour to call your referral partners and give them a pipeline review of all the leads and clients they’ve sent. Want your partners to send more leads? Help them manage their pipeline!
- Use your Friday Captivate Power Hour for a partner appreciation day.
- Touch base with agents who haven’t sent you business in a while.
- Invite agents to learn about our shared CRM system.
- Take a top referral agent to lunch.
- Setup a Captivate Training class.
- Write some hand written thank you cards.
- Plan a partner appreciation event with your team or branch.
RECOMMENDED SETUP & TRAINING
Homebot
- Getting Started with Homebot
- Adding Your Past Clients
- Inviting Agents to Co Sponsor
- Adding Leads and Prospective Buyers to Homebot
- Tuning Home Values
- Creating Shared Clients
- Changing Your Welcome Emails
- Unsubscribing Clients 🙁
Sales Boomerang
Digital Marketing and Lead Gen
- Your customized website and landing pages
- Facebook and Instagram Advertising
- SOCi – Coming Soon
MBS Highway
- MBS Highway overview
- Debt Consolidation Report
- Rent vs Buy Report
- Real Estate Report Card
- Cost of Waiting Report