The Conductor Expy award recognizes teams that turn data into action—mastering the signals, insights, and workflows required to move customers forward with timely, tailored engagement. This year, NFM Lending stands out as a shining example of what’s possible when an organization orchestrates people, platforms, and processes into a unified customer experience.
From disconnected systems to a unified engagement engine
Before partnering with Total Expert, NFM Lending relied on a patchwork of disconnected tools—Surefire, Sales Boomerang, and other platforms that created inefficiencies and fragmented workflows. Loan officers struggled to route leads effectively, marketing lacked a centralized system for engagement, and leadership had limited visibility into performance.
Total Expert became the catalyst for transformation
By consolidating their CRM, customer engagement workflows, and intelligence tools into one enterprise-wide platform, NFM Lending built a cohesive system where loan officers, marketers, and leadership teams all operate from the same source of truth.
Personalized engagement at scale
Within just six months of implementation, NFM Lending launched 250+ active journeys, each one designed to deliver personalized, relevant communication based on borrower behavior and milestones.
With Total Expert Customer Intelligence integrated directly into their workflows, insights that once lived across multiple systems now fuel automated engagement that’s both strategic and timely. Their team replaced outdated processes with:
- Real-time lead routing
- Behavior-based automation
- Targeted follow-up notifications
- Mobile alerts keeping LOs connected on-the-go
The result: a smooth, orchestrated experience for customers and loan officers alike.
Measurable results that hit all the right notes
In just half a year, NFM Lending’s engagement engine began producing standout results:
Platform momentum
- 3.4 million emails sent
- 2,300 print/PDF materials utilized
- 1,117 agent connections built through their co-marketing portal
Intelligence that drives action
- 19,950 insights triggered
- 3,526 automated follow-ups (with a 54% open rate)
Revenue outcomes
- 301 loans created
- 106 loans funded directly from Customer Intelligence alerts
- $37M in funded loan volume attributed to Customer Intelligence
NFM Lending didn’t just increase engagement—they tied it directly to measurable ROI.
Creating stronger connections across teams
The shift to Total Expert didn’t just benefit loan officers. It improved collaboration across every layer of the organization:
- Marketing gained a streamlined way to deliver assets and manage campaigns
- Sales teams became more efficient thanks to automated follow-ups
- Leadership gained visibility into customer behavior, conversion, and engagement patterns
This alignment allowed NFM Lending to replace countless fragmented tools with one scalable solution that grows with their business.
Why NFM Lending won the Conductor Expy Award
NFM Lending didn’t just adopt Total Expert—they unleashed it. By tapping into every available feature and function, NFM is unifying their teams, eliminating silos, and building a data-driven engagement engine that delivers value at every stage of the customer lifecycle. Their first six months of using Total Expert are only a glimpse at what’s to come from one of the most driven and innovative lenders in the country. With a strong foundation in place, NFM is poised to drive exponential growth and deliver unparalleled customer impact in the months and years ahead. Congratulations again to NFM Lending, the 2025 Conductor Expy Award winner.
