Recommended Contact

and Communication

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Attempt 1 (Inside 15 mins - Day 1)

• Call, leave voicemail, and change attempted status to Attempt 1. Send an SMS and Email to the client for a call back, and leave a file note.

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Attempt 2 (Day 1)

• We recommend two attempts on Day 1 if possible
• Call, leave voicemail change Attempted Status to Attempt 2. Send an SMS and Email to the client for a call back, and leave a file note.

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Attempt 3 (Day 2)

• Call, leave voicemail, change Attempted Status to Attempt 3. Send an SMS and Email to the client for a call back, and leave a file note.

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Recommended

Follow-up Process

Attempt 4 (Day 4)

• Call, leave voicemail, change Attempted Status to Attempt 4. Send an SMS and Email to the client for a call back, and leave a file note.

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Attempt 5 (Day 6)

• Call, leave voicemail, change Attempted Status to Attempt 5. Send an SMS and Email to the client for a call back, advising them you will also be closing the lead and that they can contact you anytime in future if necessary. Leave a file note.
• At this point you can change the Lead status to Closed - Lost. The Lead can always be reopened if the client gets in contact with you and wants to proceed.

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New Lead

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We recommend contacting a new lead within 15 minutes, which will highly increase your chances of the client answering and in turn a much greater chance of conversion.

Opportunity

Application and Supporting Documents

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During Phone Call

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SMS: Send the client the privacy consent and Credit guide + Quote and have them sign it while you are on the phone before capturing any personal data.

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After Phone Call:

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• SMS: To advise the client of the next steps, and that they will receive a file invite email to upload their supporting documents - and an email to complete their application (If not taken over phone).

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• Email: Send File Invite request

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• During the phone call, we recommend setting a time frame with the client on when documents will be returned. Set a task to call the client back at this time.

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Document Follow Up 1 (On the day the task was set. If no timeframe was set, day after requesting documents)

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• Call, leave voicemail, send client an SMS and an email. Leave a file note.

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Document Follow Up 2 (Day after Doc follow up 1)

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• Call, leave voicemail, send client an SMS and an email. Leave a file note.

Document Follow Up 3 (2 Days after Doc follow up 2)

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• Call, leave voicemail, send client an SMS and an email. Leave a file note.

Document Follow Up 4 (1 Day after Doc follow up 3)

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• Call, leave voicemail, send client an SMS and an email. Leave a file note.

Document Follow Up 5 (2 Days after Doc follow up 4)

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• Call, leave voicemail, send client an SMS and an email. Leave a file note.
• At this point you can change the Opportunity Status to Closed - Lost. The Opportunity can always be reopened if the client gets in contact with you and wants to proceed.

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File Invite

You can set up reminder notifications to your client when you send a File Invite request, as well as check whether the client has viewed the request before you follow up.

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View Guide

Communication

Submission and Approval

Supporting Documents Returned

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SMS: Send an sms to the client to advise you have received the documents and will be reviewing them shortly.

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Before Submission to Lender

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Phone Call: Call the client to confirm:

• Lender Selection
• Confirm they are proceeding
• Consent to Submit the application

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Email: Email the CPD document to the client

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Submitted to Lender

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SMS: to advise the applicant their application has been submitted to the lender.

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Approval

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Phone Call:

• Discuss approval and conditions
• Answer any questions
• Discuss the next steps
• Chat about Asset

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Email: We advise emailing the client with their loan details and approval conditions.

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Asset Search

We advise to keep in close contact with the client during their vehicle search, and keep in touch with a phone call at least every second to third day - unless otherwise agreed with the client. Setting Tasks or Calendar reminders can help manage this.

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Competing with Dealers

If the client is looking at dealerships, or has already found a vehicle at a dealership, please consult this guide for tips on competing with dealerships.

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View Guide

Communication

Loan Documents and Settlement

Final Approval

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Phone Call: After the Tax invoice or private sale documents are received, we recommend contacting the client to confirm final loan details before moving to Loan Documents.

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Loan Documents Sent

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Phone Call: You should call the client at this point to advise them they have received their loan documents, how to sign them, and what else is required.

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Email: An email to the client with the loan documents. If loan documents are generated to the client from the lender system, then we recommend you send an email to the client to advise of any outstanding settlement documents needed.

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SMS: If the client doesn’t answer, you can SMS them to advise their loan documents have been issued.

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Loan Document Follow-ups

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Phone Call: We recommend a phone call every day to follow up the loan documents, unless otherwise agreed with the client.

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Sent for settlement

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SMS: To advise the client their loan is now with the lender for settlement, and advise a timeframe.

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Settled

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Phone Call: To advise the client their loan is now settled.

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Email: To dealership or private seller with the remittance advice, cc in the client.

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SMS: If the client doesn’t answer, you can SMS them to advise their loan is now settled.