C&G Intermediaries

Cheltenham & Gloucester, now part of the Lloyds Banking Group, has a history in mortgages going back over 150 years. C&G are committed to providing first class and efficient service and have implemented their Intermediary Support Site to allow their professional intermediaries to provide the same service to their clients. The case management tool, C&G Caseflow, and a dedicated intermediary sales force are just two ways they provide additional support.

The Challenge

When C&G Intermediaries began looking in 2008 to find a way to increase call savings, they turned to Creative Virtual. With a successful virtual assistant already implemented on the main C&G website, adding one to the Intermediaries site was a proven method for increasing savings while providing 24/7 online support.

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