Ridgeway Credit offers personal and small-business loans through several branches. Most new customers start with an enquiry from an ad or the website.
The challenge
Enquiries arrived in a shared inbox. Whoever checked it first forwarded them to a branch, and callbacks often happened the next day. By then, many applicants had already spoken to another lender.
What they did
Ridgeway connected its lead forms to Lead Expert and set up assignment by branch and product. Every enquiry now lands in a pipeline with an owner, the product the applicant asked about and the campaign that produced it.
The results
Response times dropped from the next day to under an hour, and branch managers can finally see which campaigns bring applicants who complete an application.
- Enquiries answered in under an hour
- Every enquiry assigned to a named owner
- Campaigns compared on completed applications