Case Studies

US Wide Financial Partners with Spruce to Increase LO Capacity through Automation

About US Wide

US Wide Financial is a nationwide lender founded in March 2009 on the heels of the Great Recession. Trust and integrity in the lending industry had been lost, and they committed to doing things differently. By prioritizing customer satisfaction, lower costs, and a great partner network, US Wide has become a top-rated nationwide originator and a favorite amongst homeowners.

The Problem

The US Wide team wanted to streamline their process of delivering final closing disclosures to their borrowers, which had typically been done over many emails, phone calls, and lots of back and forth. Oftentimes, borrowers would ask questions that required a US Wide team member to reach out to the title and closing provider for answers. This added friction reduced loan originator’s capacity, leaving them with less time to generate revenue, and rendered a less-than-ideal customer service experience for borrowers.

The Solution

Increasing efficiency through automation

homeowner dashboard

By partnering with Spruce, US Wide was able to automate final CD delivery through our proprietary homeowner dashboard. Rather than having a US Wide team member fulfill the manual customer service function over email & phone, borrowers automatically receive a link to the Spruce dashboard. From there, they can view their final CD, confirm their signing appointment time, and link their bank account to securely pay closing costs. They are also able to ask questions real time via our chat function, allowing them to get the right answers quickly from our title and closing experts.

The Results

Partnering with Spruce has increased US Wide’s loan originator capacity by 200%, and helped them further deliver on their mission to provide an incredible customer experience. The Spruce homeowner dashboard has an average customer rating of 8.9/10, and is included at no additional cost.   

“Our goal at US Wide Financial is to automate as much of the lending process as possible. We’ve been making great progress, both upfront as well as backend. But, the communication required through closing was still a major challenge. We found a partner in Spruce that can help streamline this process via tech, but also give our customers the 1:1 attention that makes them feel comfortable and confident. Their collaborative approach has helped US Wide grow our business several times over, making   us more scalable and poised for further growth in 2021 and beyond.”

Vibhu Grover, President US Wide Financial

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