Case Study: Citi Mortgage achieves 80% rapid contact and doubles first-attempt conversions with Nuance Communications' Proactive Engagement

Accelerating the mortgage sales cycle

Citi Mortgage partnered with Nuance Communications to solve a slow web-lead follow-up process that was costing conversions. Citi’s goal was to shorten response time and be the “first” lender to contact prospects after they submitted online mortgage applications, replacing an average 38-minute delay that reduced lead-to-sale conversion.

Nuance Communications implemented its Proactive Engagement solution, integrated with Citi’s Salesforce instance and contact-center systems, to automate lead routing and alert the next available loan counselor (who has 45 seconds to review before a call connects to the borrower). The program cut average response time from 38 minutes to 3 minutes, reached 80% of prospects within minutes, doubled first-attempt conversion rates, and improved agent utilization, reducing labor costs.

Citi Motrgage

Marcus Bontrager

SVP Director of Customer Service