Customer Snapshot: Wizard Financial Services

Australia's leading non-bank financial lender manages 100% increase in business volume using Pivotal

Wizard Financial Services (or "Wizard Home Loans") launched in the mortgage market in 1996 and rapidly became Australia's leading non-bank lender, with over 230 branches across Australia and New Zealand. Three times voted best non-bank of the year by Australian Banking and Finance magazine, Wizard Home Loans is predominantly a residential mortgage lender with an award-winning range of competitive financial products, including car and personal finance, as well as insurance.

Challenges

  • Ensure scalability
  • Improve call-handling efficiency
  • Improve lead management processes
  • Increase collaboration

Results

  • Created efficient processes and interaction points between the call center and business writers, resulting in diminished leakage overall and improved customer servicing
  • Improved effectiveness of sales and marketing activity through enhanced automated processes and direction of resources
  • Supported a business volume increase of 100% and improved the company's service-quality rating by 10%