Case Study: Civic Financial Services achieves 50% increase in lead conversion with Total Expert

Civic Financial Services Simplifies Engagement and Empowers Sales

Civic Financial Services, a private money lender for non-owner-occupied investment properties, faced a lead-conversion problem with nearly 40% of leads stuck in "new" status because account executives lacked time to manage them. To address this, Civic partnered with Total Expert and adopted the Total Expert platform — including its purpose-built CRM, intelligent automation, compliance-management tools, and Journey Creator — to streamline marketing and sales engagement.

Total Expert replaced Civic’s disparate tools with one unified platform, enabling always-on nurture journeys, co-marketing, and pre-approved compliant templates that automated follow-up and freed account executives to focus on high-touch outreach. The results were strong: 94% platform adoption, a roughly 50% increase in lead conversion in the first three months (and a 101% jump in closed-loan volume on company-provided leads), plus significant time savings from automation.

Civic Financial Services

Carolyn Pham

Marketing Program Manager