I became aware of Dashly in 2019 and was immediately impressed with the innovative way Dashly was putting the customer at the heart of their technology. By combining an ‘always on’ retention strategy Dashly has become a vital ingredient for any business serious about unlocking true value from their existing customers and has also developed a tool that can be used to nurture new business opportunities. The key to good client retention is to have a retention strategy that places the customer at the center and helps develop a customer focussed ongoing relationship.
It is fair to say for brokers the most amount of time, effort and money is spent on capturing business from new leads and with it the costs involved in an effective lead management system, understanding the customer and sourcing the right mortgage and getting the deal over the line. That leaves very little time for the broker to spend developing their customer relationship beyond the initial transaction.
However, the real value of a customer is not in the initial transaction. On average in their lifetime a client will have 8 different mortgage deals and true customer retention is to be involved in all these future mortgages. Customers know who their doctor, dentist or accountant is, and the key is getting the customer to think of their mortgage broker in exactly the same way.
It’s also worth remembering how much competition there is for your business, from the lenders themselves, comparison websites and other brokers. Dashly will give you the competitive advantage to retain your customers and be one step ahead of the competition.
Dashly will, through the broker, always put the customer first and definitely does not replace the broker. In fact, Dashly is all about maintaining the human interaction between broker and client which is all important in building and maintaining a strong customer relationship.
Dashly is always on searching for the next best deal and unlike many retention strategies it doesn’t start 6 months from the customers product expiry date. After all, what if a better product became available at a much earlier date, would you want your customer to be able to choose to take advantage of it? Of course you would. But what inhibits this is the ability to search every day, 7 days a week,for all your customers taking into consideration up to date property values and mortgage balances, lending criteria etc. Dashly does this for you. Dashly empowers you, the broker to talk to the customer about the opportunity and whether the client opts to take advantage of the better deal will help to strengthen the customer broker relationship.
Another way of looking at it is to imagine you had the client’s mortgage being looked after by an investment fund. You would expect the fund manager to be reviewing your investment every day to ensure it is invested in the right way and maximising the returns based on the customers priorities and needs. Dashly does the same for your customers and always via their broker – really looking after your clients’ best interests.Dashly has, through the use of technology created a broker branded communication strategy that is bespoke for each and every one of your customers.
The value of the brokers mortgage book is based on the likelihood of repeat business. Dashly can help you, the broker realise that value by improving customer retention.
Mentioned earlier is how hard it is to win new business. Dashly also helps nurture leads that are yet to sign and to convert opportunities you thought may not have existed. In essence creating a bespoke broker branded contact strategy that will let you and the customer know when it is time for you to do business. Keeping the broker brand at the forefront of the customers mind so when they are ready to do business, they think of you, the broker first. Dashly works with you powering away in the background to nurture your leads into new customers, expanding your business and bringing with it greater value.
Dashly’s aim is to empower brokers and firms to use the technology Dashly has developed to grow their business and to improve the value of hard-earned clients to their businesses. I strongly believe Dashly is a game-changer for many businesses who will be able to take advantage of technology that will enhance (but not threaten) their business and make them to be best in class and at the forefront of technology. As well as the technology enhancements Dashly brings, it definitely enables brokers and firms to maintain their own values and identity and realise the true value of their clients.