Features 3

Transforming Sales Efficiency & Optimising Customer Nurture Programmes

“FullCircl is the ‘go-to’ tool for our relationship managers every morning. They take pride in using it to build and deepen their engagements with customers and prospects.”

Ian Isaac - Managing Director of Lombard

The Customer

Lombard, part of the NatWest Group, has been providing asset finance to UK businesses since 1861.

The Solution

Combining Lombard’s intimate customer knowledge and business know-how with the latest advances in data science to deliver market leading customer experiences.

The Challenge

To help its 400 RM’s combine their specialist knowledge with dynamic Customer Lifecycle intelligence (CLI) to better nurture existing customer relationships and unlock new opportunities.

The Benefits

Improved ability to target niche sectors. Advanced data and insight for proactive outreach. Positive customer sentiment.

Client Acquisition
November 2022

WHO ARE LOMBARD?

Lombard (part of the NatWest Group) is the UK’s leading provider of asset finance. Lending £10bn of funding to UK businesses across vehicles, agriculture, marine, technology, renewable energy, aviation, machinery and healthcare equipment.Lombard has been a customer of FullCircl since 2012, when it licenced EngageTM for its 400 frontline relationship managers.

2012

Long term partner of FullCircl

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+67

FullCircl NPS score

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400+

Upskilled frontline RM’s

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97%

User engagement rate

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Thanks to strong internal sponsorship, and a bespoke training programme delivered by the FullCircl Academy, Lombard’s 400 strong team have achieved 97% user engagement on the platform.

In turn this has ensured they consistently hit targets, and more importantly, helped their customers grow and become more sustainable.

“FullCircl is the ‘go-to’ tool for our relationship managers every morning”, says Ian. “They take pride in using it to build and deepen their engagements with customers and prospects.”Lombard users have given FullCircl an NPS score of +67 (compared to an industry average SaaS NPS score of +52).

WIN THE RIGHT CUSTOMERS

Lombard sees FullCircl as a valuable partner, particularly in its ability to respond to new requirements with innovative solutions across the customer lifecycle. For example in 2020, FullCircl launched a new Mortgages and Charges dataset within Prospector in order to help banks identify and target clients who might be able to get a better offering through Lombard.

Lombard was delighted with the chance to provide its relationship managers with the opportunity to search and filter prospects based on current mortgage and charges held with other banks. A vital extra layer of insight for first-mover advantage.

KEEP CUSTOMERS FOR LIFE

In 2021 Lombard became an early adopter of the new FullCircl Connect™ platform

Combining its intimate customer knowledge and business know-how with Connect™ configured to their unique requirements, enabled them to automate key aspects of their frontline processes to deliver market-leading asset finance customer experiences.

“We are delighted to be early adopters of this game-changing technology. When FullCircl approached me with the concept it was music to my ears. We’re already seeing the benefits in terms of our ability to provide market-leading efficient services to our customers”, he concludes.

What excites me the most about FullCircl ConnectTM is the opportunity to combine our deep know-how with advanced data science to truly transform sales effectiveness and customer nurture programmes across the whole client lifecycle.

        Ian Isaac - Managing Director, Lombard

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