CASE STUDY · VERONA MORTGAGES
From a new website to a connected mortgage enquiry journey.
What began as a website project developed into a connected customer journey bringing Verona's website enquiries directly into Acre, ready for the appropriate adviser to continue the case.
THE CONNECTION
Verona Mortgages
Website → Enquiry → Acre → Adviser → Case
Case study film coming soon
THE STARTING POINT
It started with the website.
The original brief was to create a modern, responsive website for Verona Mortgages with a clear journey for people looking for mortgage advice.
The website needed to present Verona's services clearly, guide customers through different mortgage needs and make it easy to take the next step, whether buying a first home, moving home, remortgaging or investing in property.
We developed the website structure, original content, mortgage service pages, adviser presentation, booking journey, mortgage calculator and supporting functionality, alongside the SEO foundations and responsive experience.
As an FCA-regulated mortgage brokerage, the content also needed to remain clear, measured and appropriate to the regulated environment Verona operates within.
THEN THE PROJECT EVOLVED
The journey couldn't stop at the website.
As Verona's plans developed, there was another part of the customer journey to solve.
Enquiries generated through the website — including visitors arriving from Meta advertising and social activity — needed to move into Acre, the platform used by Verona to manage mortgage clients and cases.
Without that connection, information submitted online would still need to be recreated inside Acre before the team could continue the case.
So the website stopped being simply the finished product. It became the starting point of the operational journey.
THE CONNECTION
Website → Enquiry → Acre → Adviser → Case
BUILDING THE CONNECTION
Two enquiry journeys. One connected route into Acre.
We built the website enquiry journey around the two routes Verona needed to handle: people buying a property and people remortgaging. The information collected changes with the journey, but both routes ultimately connect into the same operational process.
Buying a property
The enquiry journey collects the information relevant to someone buying a property, creating the details needed for the mortgage case to begin.
Remortgaging
A separate route collects information relevant to an existing property and remortgage enquiry, rather than forcing every customer through the same form.
WHERE THE JOURNEYS CONNECT
The website enquiry becomes the start of the mortgage case.
Once the enquiry is submitted, the integration passes the relevant information into Acre and creates the client and case. The adviser selected through the enquiry journey can then be notified so the team can continue from inside the system they already use.
The important part wasn't simply connecting two pieces of software. It was making the handover work around Verona's existing process, so information captured through the website didn't have to be manually recreated before the mortgage team could start working with the enquiry.
THE OUTCOME
The enquiry no longer stops at the website.
Verona now has a clearer route from online enquiry into the system its mortgage team already uses. The website does more than present the business — it starts the operational customer journey.
BEFORE THE CONNECTION
An online enquiry was separate from the mortgage system.
Information captured through the website would still need to be recreated inside Acre before the mortgage case could continue.
AFTER THE CONNECTION
The enquiry becomes the beginning of the case.
Information submitted through the connected enquiry journey passes into Acre, where the client and case can be created and the appropriate adviser can continue the process.
Less manual recreation
Customer information does not need to be entered again simply to start the case inside Acre.
A clearer handover
The enquiry journey connects the customer-facing website with the operational process used by the mortgage team.
One connected journey
Website, enquiry information, Acre and adviser follow-up now form parts of the same customer journey.
What started as a website project became something more useful: a connection between how Verona attracts an enquiry and how its team begins working with that customer.
THE WORK
Build. Organise. Automate. Enhance.
Verona wasn't one piece of work. The website, customer journey, information and Acre integration needed to work together around the way the business actually handles a mortgage enquiry.
BUILD
Created the responsive Verona Mortgages website, mortgage service pages, original content, booking journey, mortgage calculator and supporting website functionality.
ORGANISE
Structured the customer journey around Verona's mortgage services, including clear buying and remortgaging enquiry routes and adviser selection.
AUTOMATE
Connected the website enquiry journey with Acre so submitted information can create the client and mortgage case and move to the appropriate adviser without manual recreation.
ENHANCE
Refined the responsive experience, SEO foundations, visual presentation and FCA-conscious content to create a clearer, more consistent digital customer journey.
The technology followed the business requirement. What started as a website build became a connected route from customer interest to the system Verona's team already uses.
THE TAKEAWAY
The website didn't just need to look different. It needed to connect with what happened next.
Verona started with a requirement for a modern digital presence. By understanding what needed to happen after an enquiry was made, the project developed into a connected customer journey — from initial interest through to the system and adviser responsible for continuing the mortgage case.
OUR APPROACH
Understand the business. Technology second.
Business works better when it's connected.