Case Study: Fairstone achieves 10% more loan bookings with NICE Systems CXone Mpower Proactive AI Agent

Fairstone boosts loan booking by 10% with NiCE CXone Mpower Proactive AI Agent

Fairstone, a leading Canadian financial institution with 250+ branches, was struggling with inconsistent loan follow-up and declining book rates, which led to missed conversion opportunities and slower sales cycles. To improve the customer experience and capture more revenue, Fairstone partnered with NICE Systems and used NiCE CXone Mpower Proactive AI Agent to modernize its loan booking process.

NICE Systems implemented a two-week, multi-channel proactive engagement strategy across Fairstone’s branches, using personalized digital conversations to guide prospects toward appointments with loan specialists. The results included a 65% response rate, 90% of responding applicants scheduling appointments, a 10% increase in loans booked, and a 7% reduction in sales cycle duration, delivering strong ROI and millions in annual net new cash.

Fairstone

Thomas Cesari

Director of Direct