Boosting Online Visibility and Customer Satisfaction: VanDyk Mortgage’s Success Using Birdeye
Company Snapshot
VanDyk Mortgage Corporation is a national mortgage lender, having closed 120,000 mortgage loans since its establishment in 1987. Thomas L. VanDyk, Founder and CEO, has grown the Michigan-born company to be licensed in 48 states. VanDyk Mortgage has 50+ brach offices and over 250 employees nationwide. The team is committed to building customer trust and inspiring homeownership with their borrowers.
- 116 locations
- September 2023
"A big reason why we switched over to Birdeye was that our past vendor didn't really send Google review requests; it was kind of an afterthought situation."
Background
VanDyk Mortgage’s primary reason for choosing Birdeye was the ability to automate and integrate Google reviews. Their previous vendor didn’t prioritize Google review requests, so the company had very few. The lack of reviews meant lower visibility to online leads.
Since the VanDyk team recognizes the importance of star ratings in building a positive online reputation, they turned to Birdeye. Thanks to Reviews and other Birdeye products, VanDyk Mortgage can maximize search visibility and stand out among competitors.
An Easy Review Process Increases Review Count
Birdeye simplifies the process of requesting reviews for VanDyk Mortgage. The team uses custom triggers in Birdeye, so review requests get sent to borrowers and co-borrowers automatically. VanDyk Mortgage triggers requests during the Clear to Close stage, a significant milestone in the mortgage process.
It’s also easy for VanDyk to expand the recipient list for review requests. Birdeye team members handle bulk uploads so VanDyk Mortgage can focus on their own day-to-day tasks. Now, requests include listing and buying agents in addition to borrowers. Automated requests to more people prove to be a lucrative strategy to maximize the number of reviews for VanDyk Mortgage.
Birdeye’s effectiveness speaks for itself: VanDyk Mortgage has received 1.6k reviews in the 6 months since partnering with Birdeye.
"We send out a review request to our borrower and co-borrower at the 'clear to close' milestone, which is a pretty big moment in the mortgage process."
Listings Streamline Compliance Management & Boost Online Visibility
Birdeye’s thorough setup and proactive support wowed VanDyk Mortgage, whose previous vendor left the team to figure listings out alone. Birdeye offers a simplified setup process and effective standardization across locations. That means efficient compliance management, which is crucial in the world of mortgage loans.
Birdeye’s intuitive interface and eager support made updating listings across all 90+ locations a breeze. Each location now has comprehensive listing information on both Google and Facebook, the primary platforms for VanDyk Mortgage.
"With Birdeye, it was pretty easy to just set up our listings. Honestly, the Birdeye team did most of the work for us, and it was a big help in standardizing our information."
Automated Surveys Boost NPS Score & Identify Areas of Improvement
Just like review requests, VanDyk Mortgage sends surveys to all participants of the mortgage process: borrowers, co-borrowers, listing agents, and buying agents. Thanks to Birdeye, the surveys automatically send a few days after loan closing.
VanDyk Mortgage can customize Birdeye Surveys, so the team collects the data they care about the most. Survey questions focus on loan officer performance, communication, and the overall process. The team uses these survey responses to identify individual branch performance. If a location has a problem, VanDyk Mortgage can address it quickly.
A whopping 93.9% of survey responders qualify as promoters of VanDyk Mortgage, with a current NPS score of 92.3. These impressive numbers pose viable competitive advantages for the mortgage loan company.
"We send surveys to everyone on the file a few days after they close on their loan. We’ve traditionally always had high survey results, so we’re looking forward to leveraging this data more with the help of Birdeye."
The Birdeye Team Exceeds Expectations
Of the three new marketing technologies that VanDyk implemented most recently, Adam says Birdeye was the easiest. A dedicated team is on-call to answer questions and tackle challenges. Integrating VanDyk Mortgage’s Google and Facebook listings is just one example of Birdeye Support’s proactive problem-solving.
The humans at Birdeye are only one piece of VanDyk Mortgage’s online presence revolution. Thanks to automated review and survey requests, as well as comprehensive listings management, VanDyk Mortgage continues to thrive online and in person.
Looking to boost online visibility and customer satisfaction? Schedule a demo today, call 1-800-561-3357 ext 1, or send an email to sales@birdeye.com.
Birdeye: The Obvious Choice
Winning over 400 awards for 10 quarters in a row, Birdeye is the most-awarded and highest-rated customer experience software for businesses of all sizes.
