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Camino Financial Case Study: Increased volume capacity by 30x in Year 1
With Camino Financial embarking on a rapid pace of growth, we saw the opportunity to expand the team in Mexico with better than expected results.
Challenges
Gross margins were in negative territory.
High sense of urgency to cost effectively grow the team.
Managing high-volume in loan processing.
Enhancing customer service for bilingual client base.
Solutions
Established a call center in Mexico with comprehensive back-office solutions.
Developed specialized bilingual teams for sales and lending operations.
Customized Salesforce CRM and automated customer journey with emails and SMS.
Created a customer portal with chatbots and automated notifications.
The Results
30x Boosted Capacity
Boosted origination capacity by more than 30x and increased revenue from existing clientele within the initial year.
Healthy Gross Margins
Increased gross margins to meet/exceed industry benchmarks by streamlining workflows and reducing labor expenses.
2.3x Customer Efficiency
Optimized first call resolution from 30% to 70%, and improved customer satisfaction scores.