MACQUARIE BANK

Macquarie Bank launched a new broker portal and a 'broker help centre'; in 2021 to improve support for home loan brokers, addressing previous stress and capacity issues. The platform was designed based on extensive feedback, enabling brokers to access customer data, track applications, and easily find resources.

THE CHALLENGE

The challenge was to address stress and capacity issues faced by home loan brokers at Macquarie Bank, which stemmed from inefficient systems and limited support. Brokers struggled to access customer data, track loan applications, and find resources, creating bottlenecks in processing and reducing overall operational efficiency.

THE SOLUTION

Culminate designed and implemented a tailored broker portal and help centre using Salesforce Experience Cloud, providing brokers with intuitive tools to access customer data, track applications, and manage resources more efficiently.
To streamline the loan origination process, we automated key workflows within Salesforce, reducing manual processing time and improving operational efficiency.
Our team developed a user-friendly self-service portal, allowing brokers to independently track applications, access real-time updates, and retrieve critical information without relying on support teams.
We incorporated regulatory compliance features, such as real-time tracking, automated reminders, and workflow adjustments, to enhance risk management and reduce non-compliance risks.
By leveraging Salesforce’s advanced cloud infrastructure, we ensured the portal could handle high volumes of broker interactions while maintaining security, reliability, and future scalability.

OUR APPROACH/PROCESS

Built on Salesforce Experience Cloud, the project took 16 months, including a six-month pilot to refine the system based on broker feedback.

Our team of consultants played a crucial role in the development of Macquarie Bank's broker portal and 'broker help centre.' Leveraging Salesforce Experience Cloud, our Salesforce experts meticulously designed and implemented the platform, delivering custom solutions for customer data access, application tracking, and self-service support. Their work ensured a seamless, efficient, and user-centric experience for brokers, significantly enhancing overall operational effectiveness.

KEY RESULT

24%

REDUCTION MAIL INQUIRIES

24% Reduction in email inquiries after six months, indicating improved information accessibility for brokers.

30%

INCREASED PROCESSING EFFICIENCY

30% increase in time that the sales team spends with brokers due to automated processes for lead management and application workflows.

ENHANCED CUSTOMER ENGAGEMENT & SATISFACTION

The self-service portal empowered borrowers to track their loan applications, access real-time updates, and interact directly through the platform, significantly boosting engagement and satisfaction.

30%

COMPLIANCE & RISK MANAGEMENT

20-30% cost savings in regulatory and operational compliance monitoring due to automated compliance tools for tracking, reminders, and workflow adjustments based on compliance checks.