Case Study: Better.com achieves 1200% higher loan officer productivity with Front

How Better.com loan officers are 1200% more productive than industry averages

Better.com, a leading mortgage services provider, needed to deliver a highly personal, 24/7 customer experience while operating as a fully distributed team during a surge in refinancing demand. The company had to coordinate across specialized handoffs, support customers over email, chat, and text, and maintain fast response times in a heavily regulated industry.

Using Front’s collaborative omnichannel customer communication platform, Better.com set up shared inboxes, shared drafts, message templates, and built-in analytics to streamline hand-offs, speed up replies, and prove the value of live chat. With Front, Better.com reported maintaining low missed-call and response-time metrics, scaling without missing a beat, and achieving loan officer productivity that was 1200% above industry averages.

Better.com

Sarah PIerce

Head of Sales