Client Retention Report (Connect360)

Overview

Effi’s Client Retention Report (Connect360) provides a centralised dashboard to help you manage settled clients, monitor loan performance, and identify opportunities to retain and grow your existing customer base. Once enabled, settled loans automatically sync into Connect360, giving your team ongoing visibility of your client portfolio.

Key Benefits:

With Connect360, you can:

• Track settled loan performance
• View client, property, and loan details
• Monitor equity and valuation changes
• Identify refinance and retention opportunities
• Trigger follow-up workflows and nurture campaigns
• Support long-term client retention and repeat business

Access & Permissions

Client Retention (Connect360) is managed at the broker business level.

Granting Access to Non-Brokers

To provide visibility to support staff or associate brokers:

1. Go to Settings → Users & Roles
2. Assign the relevant brokers to the user
3. Navigate to Settings → Integrations
4. Ensure Connect360 is enabled
5. Click Sync Users

How to Enable Connect360

Step 1 – Enable at Business Level

• Go to Settings → Integrations
• Enable Connect360

Step 2 – User Access

• Once enabled, authorised users can access the report from:
• Reports → Client Retention

Automatic Sync Criteria

Leads will automatically sync to Connect360 when:

• The lead reaches the settled stage
• Connect360 is enabled
• All required fields are completed

Required fields include:

• Loan Amount
• Property Address (full street address)
• Lender
• Product
• Settlement Date

📌 Only successfully synced settled leads will appear in the report.

Manual Sync 

If a lead doesn’t sync automatically:

1. Open the lead
2. Go to Application → Loan tab
3. Click Sync to Connect360
4. Fix any missing fields (hover over button to check)
5. Sync again

Required fields for syncing include (but are not limited to):

• Loan Amount
• Property Details (specific address required)
• Lender
• Product
• Settlement date (must be a settled lead)

Note: Connect360 has to be turned on by your Admin and from your Settings> Integrations.

Manual Sync

If a settled lead does not appear:

1. Open the lead

2. Navigate to Application → Loan

3. Click Sync to Connect360

4. Review any missing field warnings

5. Correct the data and sync again

Top-Up Loan Sync

Connect360 supports multiple loans secured against the same property.

How It Works

When the same client and property address are used:

• Existing application found → New loan added as a split
• No application found → New application created

Address Matching Rules

Best Practices

• Use consistent address formatting
• Avoid abbreviations where possible
• Confirm property details before syncing

Data Sync Behaviour

Updates

Changes made in Effi automatically sync to Connect360.

Deletions

Deleting a lead in Effi removes the corresponding loan or application in Connect360.

Property Data Refresh & Charges

Pricing

• $1 + GST per property refresh
• Charges apply only when a valuation (AVM) is successfully returned
• No charge if the valuation cannot be generated

Important Notes:

• Charges apply once per unique property
• Charges only apply where the property settlement date is more than 6 months old
• Loan splits are not charged multiple times
• Refreshes can be run manually or scheduled (e.g. every 6 or 12 months)

⚠️ Disabling Connect360

If an Individual Broker Disables Connect360

• Their Connect360 account has been removed
• All synced data for that broker is deleted

If a Business Admin Disables Connect360

• Connect360 is configured at the broker business level
• Disabling will remove synced data
• This may impact reporting and integrations

Dashboard Features

Connect360 includes:

• Client portfolio dashboard
• Search, filters, and visual insights
• Property valuations and equity tracking
• Call-to-action recommendations
• Task, email, and call tools

Troubleshooting

If leads are missing:

• Confirm Connect360 is enabled
• Ensure the lead is in the Settled stage
• Check that all required fields are completed
• Run a manual sync
• Refresh your browser or log back in

Common Issues

Best Practices

• Enable Connect360 before settlement data is synced
• Maintain accurate client and property data
• Review valuation refresh costs before enabling
• Communicate internally before disabling the feature
• Re-enable within 7 days if you wish to restore deleted data

Summary

Connect360 helps you tsatisfiedtled clients into long-term relationships by:

• Automatically track settled clients
• Tracking property performance and equity
• Managing top-up loans and loan splits
• Triggering proactive retention opportunities
• Providing role-based portfolio visibility

Need Help?

If you need assistance, contact Effi Support at:
📧 support@effi.com.au