Case Study: Large Mortgage Lender Company achieves higher answer rates and reduced spam reports with Hiya Branded Call

Mortgage Lenderimproves voice performance and productivity with better connections

Large Mortgage Lender Company, a major U.S. mortgage lender financing more than $16B in loans annually, was struggling with degraded call performance as customers ignored unidentified calls. This hurt service delivery, lowered productivity, and frustrated employees who had to make repeated outreach attempts. The company turned to Hiya and Hiya Connect to improve the performance of its voice channel.

Using Hiya’s Branded Call solution, Large Mortgage Lender Company improved pick-up rates and reached more customers on the first try. In the first five months, Hiya helped them substantially improve performance and productivity while reducing spam reports, including 24% higher answer rates, 52% more users reached, 40% of calls lasting 5+ minutes, and 41% of calls answered in just two attempts.