Case Study: American Pacific Mortgage achieves nearly 50% increase in borrower retention and 60% sales growth with Total Expert

American Pacific Mortgage Powers Retention Strategy with Total Expert

American Pacific Mortgage (APM), a top-15 retail mortgage lender with more than 1,400 loan advisors, faced a sudden refinance boom as mortgage rates fell and needed to protect hard-won client relationships while scaling outreach. APM partnered with Total Expert, using its intelligent marketing automation and real-time opportunity alerts integrated into APM’s workflows to quickly pivot to a comprehensive borrower retention strategy.

Total Expert pushed refinance signals into the platform and triggered automated Journeys, email alerts, follow-up tasks, and a Daily Digest so loan officers could prioritize high-touch engagements. That two-prong approach drove almost a 50% increase in borrower retention from 2019 to 2020, nearly 60% growth in sales over the year, and more than double the refinance applications processed in Q4 versus Q1.

American Pacific Mortgage

Tara Hansen

Director of Program Management