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. Development conversations were patchy, and replicating top performance across the team was harder than it needed to be.

Beyond calls, there was an untapped opportunity. Customers and prospects often prefer to communicate by text. Without a proper SMS channel, brokers were either missing those conversations or relying on personal devices, with no visibility in Salesforce and no record of what was said.

“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 brought together two products to address both challenges, all within the Salesforce environment Tide already relied on.

Brokers get their time back

With Natterbox AI Advisor, every broker call is automatically analysed after it ends. A structured summary, recommended next steps, and a draft follow-up email are written and logged in Salesforce without the broker doing a thing. The call ends, and the admin is done. Agents move on to the next conversation immediately, with their CRM already up to date.

Coaching that happens at scale

Tide’s performance scorecard was rebuilt as a set of AI-powered prompts. Now every single call is evaluated against the same criteria, every time, with a score and a written explanation behind it. Managers get a clear and consistent view of how every broker is performing without listening back through recordings. Coaching conversations happen faster and are grounded in real evidence rather than memory or the odd call review.

Brokers also have their own performance dashboards, so they can see where they are doing well and where there is room to improve, without waiting for a manager to tell them.

A new channel for customer conversations

Natterbox SMS gave Tide’s 50 brokers the ability to send and receive text messages directly from Salesforce, through Account, Contact, and Lead records, as well as through a dedicated messaging inbox. Every message is tied to the right record automatically.

Brokers can text customers and prospects from their own dedicated numbers, customers can reply, and the whole conversation sits inside Salesforce where it belongs. No personal devices, no lost context, no gaps in the record.

The Results

Together, AI Advisor and SMS have changed the shape of how the broker team operates every day.

Brokers spend less time on admin and more time in conversation. The post-call workload that used to follow every interaction is now handled automatically, giving the team back meaningful time each day.

Coaching is no longer constrained by manager bandwidth. Every broker is now evaluated consistently, and the data is always there when a development conversation needs to happen. The standard across the team is no longer limited by how many calls a manager can find time to review.

And customers can now reach their broker by text as easily as by phone, with every message captured and visible in Salesforce. The experience is more personal, the response time is faster, and nothing falls through the gaps.

Looking to the Future

For Stuart and the team at Funding Options by Tide, this is the beginning of a longer journey. The ambition is to use AI to support customers outside of working hours, helping them understand whether they are ready to apply and what they might need to do before they are.

“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 a shared vision and roadmaps that are already aligned, Natterbox and Funding Options by Tide are building something designed to grow as fast as the business does.

Want to see what AI Advisor and Natterbox Digital could do for your team?