The Customer

Webb Loans is a leading mortgage advisory firm based in Kirkland, Washington, specializing in providing personalized mortgage solutions. Under the leadership of Adrian Webb, the company has built a reputation for exceptional customer service, particularly for first-time homebuyers, veterans, and self-employed individuals. Webb Loans prides itself on guiding clients through the complexities of home financing with a personalized approach that fosters trust and confidence.

Website: Webb Loans

Industry: Mortgage Advisory

The Campaign - Personalized Video Engagement

Webb Loans partnered with Studio by Gan.AI to revolutionize their client communication strategy by integrating personalized video messages into key stages of the home-buying journey. The campaign aimed to enhance client engagement by delivering tailored video content that addressed clients' specific needs and questions, making the mortgage process more transparent and personalized.

Challenge

As a mortgage advisory firm, Webb Loans needed a way to scale their personalized service without compromising on quality. With an increasing client base, maintaining the one-on-one connection that clients valued was becoming challenging. The goal was to find a solution that allowed for personalized, timely communication that could address the unique circumstances of each client, thereby reinforcing trust and satisfaction throughout the mortgage process.

Solution

Studio by Gan.AI provided the perfect solution by enabling Webb Loans to create and distribute personalized video messages efficiently. By integrating with Webb Loans’ CRM, the platform allowed Adrian Webb to send videos that addressed clients by name, referenced specific details about their mortgage process, and provided timely updates tailored to their needs.

Personalization Strategy:

‍Introductory Video for New Leads

• Objective: To create a warm and personal introduction that sets the stage for a trust-based relationship.‍
• Execution: The video was personalized with the client’s name, the agent who referred them, and the day of the week. This ensured that the communication felt immediate and relevant, making a strong first impression.

Post-Call Follow-Up:

• Objective: To reinforce the connection made during the initial consultation and provide clear next steps.
• ‍Execution: The client’s name was featured prominently in the video, which reviewed the details discussed during the call and outlined the next steps in the mortgage application process. This helped to clarify the process and reduce any uncertainties, making the client feel supported and informed.

Pre-Funding Update:

• Objective: To keep clients informed and excited as they neared the completion of their mortgage process.‍
• Execution: The video included the names of all involved parties (In cases where the clients were couples the video mentioned both the partners!) and provided a detailed overview of the final steps, such as the preparation of documents for escrow. This personalized touch ensured that clients felt well-prepared and confident as they approached the final stages of their home purchase.

Key Results

• 📈 Increased Client Engagement: The personalized videos led to higher engagement, with clients responding more actively and participating more fully in the mortgage process.
• 🔍 Enhanced Client Satisfaction: Clients expressed higher satisfaction due to the clear, personalized communication, which made them feel valued and well-informed.
• 🚀 Streamlined Communication: The automation of video personalization allowed Webb Loans to scale their operations without sacrificing the personal touch that was central to their brand.

Client Testimonial

“After trying a few AI-generated video platforms with no success, I found Gan.AI. They have shown to be a far superior offering both in technology and customer service. Truly grateful for all they have done for my business; I will be a customer for life! Thank you Saajan and Gan.AI! 😊”

— Adrian Webb, Senior Loan Officer, Webb Loans

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