Managing multiple text conversations simultaneously can be overwhelming, especially in industries where coordinating with multiple stakeholders is essential. That’s especially true in the mortgage industry.
Mortgage loan officers need to coordinate with multiple people throughout the mortgage loan process. Ensuring that everyone involved receives the same information promptly can be challenging, particularly if the company’s business texting platform does not offer group messaging capabilities. However, without a streamlined solution, The Juarez Group @ Fairway Independent was struggling to keep everyone informed efficiently.
Here’s how this leading mortgage company leveraged Heymarket’s group messaging feature to enhance communication, reduce inefficiencies, and save valuable time.
Loan officers: keeping everyone connected
The Juarez Group @ Fairway Independent specializes in helping potential homebuyers find the right mortgage options. Their loan officers act as trusted advisors, guiding clients through every step of the home financing process—from application to closing and more.
To provide the highest level of service, loan officers need to communicate with multiple stakeholders at once. This includes homebuyers applying for loans with their co-borrowers, as well as real estate agents. But keeping all of these players updated in multiple conversations was time-consuming. And as mortgage rates increase, most homebuyers apply for loans with co-borrowers, increasing the number of people on a loan making group communication even more critical.
The challenge: managing multiple conversations
The Juarez Group @ Fairway was already using business texting through Heymarket, which provided a more seamless and asynchronous communication option. Loan officers that are often on-the-go could reach borrowers and real estate agents who were not answering calls or looking at email. Heymarket was already speeding up their communications.
Still, before Heymarket released its group messaging feature, the company relied on single-thread messaging. As their messaging volume increased, so did some inefficiencies from managing multiple conversations about a single loan:
- Lack of clarity in responses: With personal phones, it was difficult to track which team member had responded to a client’s inquiry or who needed to follow up.
- Separate alerts for co-borrowers: When sending loan updates, loan officers had to send individual messages to each borrower. Responses would then arrive in separate message threads, leading to confusion and duplicate conversations.
- Coordination struggles with real estate agents: Once a mortgage was approved, real estate agents needed to be kept in the loop. Without group messaging, coordinating conversations between homebuyers, co-borrowers, and realtors became cumbersome.
- Juggling multiple text chains: Without a centralized group messaging feature, loan officers had to maintain multiple separate conversations for the same transaction.
When Heymarket announced that group messaging was available, The Juarez Group @ Fairway was an early adopter, and immediately noticed how the feature helped them communicate more effectively.
How Heymarket’s group messaging changed the game
Using Heymarket’s group messaging feature streamlined The Juarez Group @ Fairway’s communication strategy. Now, they can:
- Communicate with up to 10 people in a single conversation, including multiple co-borrowers and real estate agents.
- Allow all parties to initiate and respond to messages, creating a more dynamic and collaborative messaging environment.
- Save time by consolidating conversations, eliminating the need for duplicate messages and ensuring everyone stays informed simultaneously.
- Enhance coordination with real estate agents, looping them in on key updates alongside home buyers.
- Improve efficiency in document collection, making it easier to receive and process important paperwork on time.
“Group messaging genuinely is a game changer for us because in our industry we’re so often not in the office.”
Alejandro Juarez, The Juarez Group @ Fairway Independent
Looking ahead: automating personalized customer engagement
The company is also exploring Heymarket’s upcoming automation enhancements to further personalize their customer communication. With rich custom fields, the company plans to:
- Trigger automated messages based on key events such as closing dates or birthdays, allowing them to maintain strong client relationships.
- Automate follow-ups at different stages of the loan process, ensuring borrowers and realtors receive timely updates.
- Stay connected with past clients and realtors to nurture long-term relationships and foster repeat business.
By integrating automation into their messaging strategy, the company aims to further streamline communication, enhance customer engagement, and maintain a competitive edge in the mortgage industry.
Branch Manager Alejandro Juarez has worked with a wide variety of business texting providers, but found that many of them lacked advanced features beyond sending outbound messages. He said he appreciates that Heymarket is constantly building new features like group messaging and rich custom fields to allow companies to engage their customers in more advanced ways.
“I can’t think of anything that we need that Heymarket doesn’t provide, and to have that new feature is just going to be even better.”
Alejandro Juarez, Branch Manager, The Juarez Group @ Fairway Independent
