Case Study: a specialist commercial lender increases broker applications by 38% with Distinction

Specialist Commercial Lender increases broker applications by 38% with Distinction

The customer, a specialist commercial lender, relied on an outdated and error-prone broker portal for its new business, which was causing frustration among its network of over 800 brokers. The portal's slow, manual process led to a high rate of application errors and was resulting in brokers taking their business to competitors. The lender partnered with vendor Distinction to modernize this critical digital touchpoint.

Distinction redesigned the broker portal by rebuilding the application form with progressive disclosure, adding save-and-return functionality, and creating a new internal workflow for the operations team. The results were significant: a 38% increase in broker application volume, a 54% reduction in application errors, and a dramatic rise in Broker NPS from 31 to 67. The modernized portal directly won back lost business and freed up operational resources.