OppFi
OppFi is a leading financial technology platform that powers banks to help everyday consumers gain access to credit. With hundreds of Loan applications a day, they needed a highly scalable assignment solution that could handle complex routing and allow for a fair and equal distribution.
Higher conversion
Higher conversion rates across all loans, irrespective of value. Whilst meeting SLA Guidelines.
Balanced distribution
Fair distribution across all agents, allowing for fair opportunity and increasing motivation
Ortoo has been a great partner in our distribution journey. Q-assign automated what used to be incredibly complex logic to manually distribute work 'fairly' and 'equitably' to agents. The whole Q-assign team is great to work with and are extraordinarily responsive and thoughtful
Customer snapshot
Account: OppFi
Industry: Finance
Employees: 1000+ employees
Department: Operations
Products: Q-assign
CHALLENGES
Strict SLA's
Loan applications needed to be converted within a strict SLA
Fair Distribution
Needed a way to assign applications fairly, as agents were motivated to close the highest value loan
Fair Workload Balancing Across Shifts
Fairness on work load is dependent on value of loan and chance to convert
SOLUTION
Automated Re-assignment
Loan applications automatically re-assigned if not worked within a set time frame
Dynamic Assignment Rules
Q-assign would look at the value of each application and assign fairly across the board
Load Caps
Placed caps on agents work load based on value of applications in their queue
RESULTS
- Higher conversion rates across all loans, irrespective of value. Whilst meeting SLA Guidelines.
- Fair distribution across all agents, allowing for fair opportunity and increasing motivation.
See how others orchestrate complex Salesforce workflows
Internet Publishing
Verivox
75%
Cases being addressed within the first 30 minutes
Read story →
Identity & Security
Entrust
1 day
SLA reduction through fair, automated case routing
Read story →
Hi Tech
Splunk
24/7
Service team able to offer 24/7 support for the first time
Read story →
See orchestration in action.
Book a 30-minute session. We will map one of your workflows and show where orchestration would change the outcome.