A homeowner deciding whether to insulate a roof or install a heat pump is making two decisions at once: whether the upgrade is worth it, and how to pay for it. Prêts sits inside the installer’s checkout and answers both. That puts its team in the middle of a financing application, not a product question — and financing applications do not keep office hours.
A Financing Application Is Not a Support Ticket
Every conversation Prêts has with a homeowner is attached to a case that sits somewhere in an application: quoted, submitted, awaiting documents, approved. An answer that ignores where the case actually stands is worse than no answer, because the homeowner acts on it.
Prêts also does not own the moment of contact. Interest is triggered at an installer’s checkout, which means evenings and weekends — exactly when a support desk is not staffed. Conversations lived in Intercom, lifecycle messaging in Customer.io, and the case itself in Salesforce. Three systems, three views of the same homeowner.
And Prêts is a product team, not a support-tooling team. Whatever ran the conversation had to be something they could change themselves, on their own release cycle, without filing a request with a vendor.
What Open Does
Prêts replaced Intercom and Customer.io with Open and kept Salesforce as the golden source. Open syncs with Salesforce rather than competing with it, so the case record stays where the operations team already works.
Open is triggered from the Prêts platform rather than steered from a separate support console. When the platform sees an application change state, it fires the conversation — inbound or outbound, on WhatsApp, email or the web — and the agent answers with the case attached.
The cutover ran channel by channel rather than all at once: each workflow switched only after it had been verified in Open. WhatsApp went first, including outbound transactional messaging; email followed.
Prêts builds and iterates those workflows itself. Its operations team stays the human in the loop for anything needing judgment — a document that does not match, an application that needs a decision — and picks it up in Salesforce, including outside working hours.
“Open acts as a fully integrated customer communication engine, but one we steer and trigger from our own platform. That gives us the power to reach every consumer over any channel, inbound or outbound, from a single system, and to service them in an agentic way.
We build and iterate those workflows ourselves, so we ship what consumers actually need. Homeowners move at their own pace, at any hour, and get complete answers with the full context of their case attached.
And because Open connects to Salesforce, our operational department has one place to act as human in the loop and keeps grip on every case, including outside working hours.”
Jasper, on behalf of Koen Visscher, Prêts
The Impact
Homeowners move at their own pace. Someone comparing heat-pump quotes at eleven at night gets a complete answer with their case attached, instead of a form and the promise of a reply on Monday.
Prêts is early in the rollout and is not publishing resolution or response-time figures yet. Resolution rate, response times, and applications completed outside office hours are being measured now, and this story will carry them once Prêts is ready to share them.
