For 30 years, Veterans First Mortgage has helped more than 100k veterans secure $21BN in home loans while earning some of the highest customer ratings in their highly competitive industry. Since many of the Emperitas team come from military families, we were excited to help this great organization leverage their data.
Veterans First was awash in data at every stage of their customer journey. After helping their leadership team improve data governance in the collection and organization of information, Emperitas jumped into the fray starting with marketing data and found opportunities for optimizing spend across all channels. This included a heavy dose of competitive intelligence in their market to ensure messaging and product offerings moved a potential customer from awareness to consideration in their journey.
With the marketing data optimized, the next step was building a series of predictive models for their team to use during each of their distinct sales stages. Using the information provided by customers themselves, along with publicly available data on their market, Emperitas identified math-based customer personas using lifetime value and likelihood to secure a mortgage.
The strategy of improving their customer experience by leveraging data throughout the entire customer journey has helped Veterans First continue their tradition of the highest quality service to our nation’s service men and women. This can be seen by the growing number of word-of-mouth recommendations, a sentiment captured by one Army officer’s direct customer feedback that “Veterans First has done right by us three times over!”
Our team is continually delivering the most accurate business intelligence for B2B & B2C companies in the financial, e-commerce, health, SaaS and consumer product verticals. Below are more case studies that illustrate our unique capabilities. If you’re interested in a more in-depth explanation let’s talk.