LendKey

Like many fast-growing companies, LendKey had outgrown the tools it used to organize and manage various aspects of its sales process. Although it set up Salesforce to manage its client relationships, LendKey wanted to customize the platform to facilitate the sales process.

Furthermore, a great deal of client information, including time-sensitive renewal documentation, was maintained outside of Salesforce. Employees routinely searched through multiple spreadsheets, emails and shared drives whenever they needed to locate critical details or confirm whether or not clients or lenders had submitted required documentation on a timely basis.

When LendKey’s Salesforce administrator left the organization, Navisite was brought on board to update its Salesforce environment with the two goals of streamlining their cumbersome sales process and improving visibility into key metrics such as lending volume.

Navisite conducted a thorough assessment and evaluation of LendKey’s existing Salesforce environment. This assessment included a thorough interview of key company stakeholders to uncover pain points, establish priorities for new development projects and identify training needs.

Based on the findings, Navisite worked to customize the Salesforce environment to align with LendKey’s unique opportunity lifecycle, sales process and product line. To ensure a seamless implementation, Navisite conducted numerous working sessions with Lendkey to test new Salesforce functionalities and ensure that API integrations with DocuSign functioned as expected.

Navisite also provided ongoing training on using Salesforce to ensure knowledge transfer. And, leveraging Salesforce’s Lightning functionality, Navisite made it easier for the LendKey client service team to take ownership over Salesforce and make future modifications as needed.

Key projects completed by Navisite include:

• Created Salesforce dashboards to help sales managers track progress against key metrics, such as product revenue, loan origination volume and lending commitments.
• Completed the integration of DocuSign with Salesforce to introduce a paperless process.
• Enhanced the system security to limit access rights of authorized users to specific LendKey clients.

Navisite took a consultative approach to quickly grasp LendKey’s unique business model and sales strategy. Navisite then leveraged its comprehensive understanding of Salesforce to create custom solutions that dramatically improved employee productivity and added visibility into multiple areas of their sales process. Some of the benefits LendKey realized include:

A streamlined annual renewal process, which boosted on-time renewal from 88% to 94%.

Navisite completed the integration of DocuSign into Salesforce and set up automatic reminders to boost the timely completion of renewal contracts. This created a paperless process for creating, tracking and saving documentation generated during the annual renewal process for the lending program. This integration with DocuSign added much needed data validation and replaced a spreadsheet-based tracking process that was manually updated. LendKey employees no longer have to send multiple emails to clients to obtain signatures or follow up on missing information. Instead of searching through multiple spreadsheets, emails and shared drives to get the information they need, the client services team can easily track each stage of the renewal process.

A redefined and streamlined sales process that aligns Salesforce to meet LendKey’s needs.

LendKey can now take advantage of automated features such as email reminders to ensure that critical client management tasks do not fall through the cracks. The company can also more easily track its progress towards specific revenue goals and make adjustments as necessary. Thanks to on-demand reporting, LendKey is also now able to assess where a specific opportunity stands in relation to the overall opportunity lifecycle.