From Calls to Coaching: How Funding Options by Tide Scales its Broker Team with Natterbox AI

Challenge

Funding Options by Tide handles a high volume of broker calls every day. Each one is an opportunity, but the work that came after each call was eating into the time brokers could be spending on the next one. Writing up notes, logging outcomes in Salesforce, and drafting follow-up emails fell to the broker to complete manually. It was time-consuming, inconsistent, and frankly not what good salespeople are there to do.

Coaching had the same problem. Tide had a clear framework for what great broker performance looked like, but with managers stretched across a busy team, applying that framework consistently across hundreds of calls every week was impossible. Some calls got reviewed. Most did not.

“We’re looking for a partner that can scale with us. Looking to the future, how do we leverage AI in its various component parts or pillars as we move forward to scale even further.”

Solution

Natterbox deployed AI Advisor directly within Tide’s existing Salesforce environment. No new platforms, no parallel systems. It sits where the team already works.

Brokers get their time back

After every call, AI Advisor automatically generates a structured post-call analysis from the transcript. A call summary, recommended next steps, and a draft customer email are written and logged in Salesforce without the broker lifting a finger. The call ends and the admin is done.

Coaching that happens at scale

Tide’s existing performance scorecard was rebuilt as a set of AI prompts. Now every single call is evaluated against the same criteria, every time, with a score and a written explanation of the reasoning behind it. Managers get a clear, consistent view of how every broker is performing without having to listen back to recordings. Coaching conversations become faster, fairer, and grounded in real evidence.

Visibility across the whole team

Brokers have access to their own personal performance dashboard, so they can see how they are doing and where they can improve. Managers get a broader view across the team, making it easy to spot patterns, share what good looks like, and identify who needs support.

The Results

The impact is felt most clearly in how the team spends its time. Brokers are no longer bogged down in post-call admin. They move on to the next conversation faster and with more energy. Managers have the data they need to coach effectively without the manual effort of listening through call recordings. And Salesforce, for the first time, holds a complete and accurate record of every broker interaction.

For a business built on volume and conversion, those shifts matter enormously.

Looking to the Future

For Stuart and the team at Funding Options by Tide, AI Advisor is the foundation of something bigger. The ambition is to use AI to support customers outside of working hours, guiding them through eligibility and helping them understand what they need to do to be ready to apply.

“You can deploy that AI outside of usual working hours. It kind of articulates, it’s not a no, it’s a you’re not yet ready. There’s a slight problem that you need to deal with to understand how you can get yourself in shape to be successful the next time around. I think that would be quite a great experience.”

With shared ambitions and roadmaps that are already aligned, the partnership between Natterbox and Funding Options by Tide is set up to grow as fast as the business does.

Ready to give your brokers the same edge?