As Metro Finance continued to grow, it was important that the business could continue to provide a high level of support
without the detriment of affecting customers experience or without increasing the overheads associated
when dealing with each customer case. Metro Finance needed a solution to streamline the process
from start to finish and still provide an a-level grade of assistance and guidance along the
way. Metro-finance approached us with the idea of developing an automated ‘chat-bot’ that would
be able to understand the customers needs and communicate with the advisors at metro finance
to package the right mortgage.
A web based ‘chat bot’ application was developed for Metro Finance to help streamline their shared ownership mortgage workflow.
The chatbot was designed to understand the needs and requirements of the user and provide a review
on the size of mortgage that would be affordable for the client. The ‘chat-bot’ would then communicate
this information to one of the advisors at Metro Finance where they would then take the customer
through to the next stage of the process.
The ‘chat-bot’ plays in integral part to how Metro Finance now handle all affordability assessments, the ‘chat-bot’ is sophisticated
enough to review the customers application, handover the customer to advisors and communicate
directly with Metro Finances existing CRM system. The ‘chat-bot’ links directly to Metro Finances
website and users are taken through a seamless step by step online process in which they communicate
with the ‘chat-bot’ directly. The process takes a matter of minutes and in this time the advisors
have relevant information that they need and the CRM captures all of the data to produce the
analytics. All of the analytics from this process are accessible for Metro to acquire tangible
leads, build their customer network and help provide a better service.