Embrace Home Loans Sees a 60% Lift in Answer Rates with Regal.io

Regal.io helped establish trust with borrowers with branded calling. Borrowers now answer more calls and are having longer conversations, allowing relationships to form faster, forging the path to conversions.

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CASE STUDY
INDUSTRY

Mortgage

IN NUMBERS

Having branded calls quickly helped Embrace Home Loans break through the noise and reach more borrowers and reach them faster.

60%

Increase in Answer Rate

Luke Hardiman

Technical Sales, Embrace Home Loans

"Regal.io not only stopped our calls from being marked spam, they helped establish trust with borrowers more quickly. With branded calling, our answer rates increased by 60%."

PROBLEM:

Lower than Industry-Average Answer Rates

The mortgage industry is incredibly competitive and connecting with leads quickly is critical to getting conversions. To reach interested borrowers, Embrace Home Loans has a team that contacts between 15-20 thousand borrower leads per month who request more information on their official website or a partner site. As soon as a new lead comes in, it is assigned to a loan officer to make a call.

As the economy restricted, loan officers became more frustrated with decreasing success rates. The company used a mortgage contact center technology platform, but it wasn't helping solve for low answer rates and low call-backs.

Regal.io reached out to Embrace Home Loans and demonstrated that their lower than industry-average answer rates were the result of unbranded calls being ignored by borrowers and potentially flagged as SPAM by the major phone carriers.
SOLUTION:

Branded Caller ID Cuts Through the Noise

After learning about a potential solution for their low answer rates and low call-backs, Embrace Home Loans implemented Branded Caller ID from Regal.io. Having branded calls quickly helped Embrace Home Loans break through the noise and reach more borrowers faster.

Regal.io not only stopped calls from being labeled as spam, they helped establish trust with borrowers more quickly. With branded calling, borrowers answer more calls and are willing to talk more, allowing relationships to form faster, forging the path to higher conversion through more conversations.

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ABOUT THE CUSTOMER

At Embrace, we do one thing and one thing only — home loans. And when you focus on only one thing, you can do it exceptionally well. If you’re looking to purchase a new home, refinance an existing mortgage, or consolidate high-interest debt, you’ve come to the right place. As one of the nation’s top full-service mortgage lenders, we’ve helped hundreds of thousands of people find the right loan for their unique needs.

Source: embracehomeloans.com

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Senior Director, Strategy & Growth, Angi

"Regal allowed us to invest in a personalized conversational experience for our members, and to A/B test how to best support homeowners at key moments."

Manuj Goyal

Product Manager, The Farmer's Dog

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Sarah Haselkorn

VP Sales & Support, MakeSpace

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Ankit Kumar

Director of Data and Platform, Guitar Center

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Read the Case Study

Katherine Martinell

Director of Medical Operations, Ro

"Since moving onto Regal, we've been able to streamline patient engagement, capture the data we need to shape strategy, and most importantly, sign up more patients. Regal completely transformed how we do things at Ro."

Read the Case Study

Peter James

Head of Growth, Carda Health

"My team is so much more productive with Regal. We've seen huge increases in conversions and engagement. On top of this, Regal's support is unmatched. We're not just more efficient, we're delivering a better experience for every prospective patient."

Read the Case Study

Eric Hauser

Chief Technology Officer, Cadence

"We have a large volume of patients to reach out to, get them to engage, and explain the benefits of the program. All patients are different – we need a solution to do that outreach at scale and respectfully. Regal's AI Agents empowers us to personalize and automate all of that outreach."

Read the Case Study

James Eaker

Regional Manager, Toyota Auto Insurance

"We are really happy with Regal - both in terms of its impact on our business performance and how fast the team moves and their level of personalized support."

Read the Case Study

Micah Metcalf

CEO, Legacy Family Life

"Regal is exactly what we were looking for in a partner. Regal made us much more effective and efficient at engaging with customers who are looking for the right life insurance partner."

Read the Case Study

Maggie Vetrovsky

Director of Sales, Embrace Pet Insurance

"Ava, our Regal AI Phone Agent, has been key in driving much more productivity and efficiency through our call center. We're automating a significant amount of tasks away from our human agents and saving them for high-touch situations, while our customers are just as happy to talk with Ava as they would with anyone from our team. For anyone who's exploring how AI can help their call center, I highly recommend Regal!"

Read the Case Study

Justin Pagan

Director of Global Enrollment, Coursera

"No other vendor is as invested in our success as Regal is. The platform is great, but the partnership is even better."

Read the Case Study

Celeste Martinelli

Chief Operations Officer, AllCampus

“We are pleased with our partnership. We truly believe Regal is the right solution for us to help transform our operations, and we like it when our partners are winning in business too!"

Read the Case Study

Patrick Green

VP of Enrollment Strategy, Collegis

"The Regal team has a unique focus on business goals, not just features for the sake of it. They understood our complex business model and prioritized features that have made our program more successful"

Read the Case Study

Niraj Patel

COO and Co-Founder, LiveEasy

"We've been able to make immediate and impactful improvements to our business with Regal. We're performing better than ever and it's thanks to the insights and AI tools that Regal has given us"

Read the Case Study

Eric Peschke

VP of Marketing, Zintex

"We're big fans of Regal and how it makes our agents jobs a lot easier. We broke appointment records after the first six months!"

Read the Case Study

Bruce Davidson

Director of Client Services, Clancy

“AI has changed how we do things. Before, we had to roll the dice with other call centers, which obviously had varying results. AI Agents have been nothing but consistent and reliable, I don’t think we’ll ever offshore our calls again.”

Read the Case Study

James Hummer

VP of Sales, Ethos

“Regal’s AI Phone Agent has been a game-changer for our sales calls. Its features seamlessly integrate into our workflow, allowing us to test, stay compliant, and improve our results at every stage.”

Read the Case Study

Robby Romance

Director, Strategic Partnerships, HealthBird

"Regal has helped us improve our sales per agent per day by 250%, improve our answer rates by 100%, and our conversion rates by 40%. As a result, we have been able to engage with more qualified prospects, verify their info for successful conversions, and drive additional revenue."

Read the Case Study

Michael-Rose Sandow

Director of Sales Operations, Kin Insurance

"Regal allows us to connect with more leads, have more meaningful conversations with those leads, and ultimately convert more leads into paying customers."

Read the Case Study

Kevin Heung

VP Performance Marketing, SoFi

"We've seen answer rates go up and success with Regal that delivers strong returns we can truly measure."

Read the Case Study

Jacques Rojahn

Head of Sales, Career Karma

"With Regal.io's journey builder and intelligent routing capabilities, we are able to streamline our outbound sales process. We are able to assign a prospective student to our coaching team to create a more consistent and impactful experience for our community."

Read the Case Study

William Lucas

Senior Manager, Club Z!

"Regal.io instantly doubled our answer rates and improved sales productivity. We have been able to consolidate what we used to do in three separate systems all into one place while personalizing our outreach to prospects."

Read the Case Study

Scott Chesrown

Co-Founder & COO, Perry Health

"Regal instantly made our enrollment team 4x more productive. Now that we have improved our speed to lead, we use Regal's AI-powered tools to personalize, measure and optimize the experience for each customer."

Read the Case Study

Leila Kutler

Senior Director, Strategy & Growth, Angi

"Regal allowed us to invest in a personalized conversational experience for our members, and to A/B test how to best support homeowners at key moments."

Read the Case Study

Manuj Goyal

Product Manager, The Farmer's Dog

"Starting a phone sales program to call our unconverted leads and existing customers was so straightforward with Regal. And we are seeing a 58% lift in conversion."

Read the Case Study

Sarah Haselkorn

VP Sales & Support, MakeSpace

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Read the Case Study

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