Clear ownership for home loan consultations inquiries
Contractor mortgage specialists · Akron, Ohio
How a contractor mortgage specialists in Akron, Ohio, with 7 staff, reworked how its inquiries are routed, owned and reported in 20 working days from content approval: the starting point, the build and what the team noticed afterwards.
20working days from content approval
- Client
- Contractor mortgage specialists
- Region
- Akron, Ohio
- Team
- 7 staff; one locally managed operation
- Work
- Routing, ownership and reporting
Where it started
The starting point
All home loan consultations mail arrived in one shared box watched by several people between other tasks. Responsibility attached to whoever felt guilty first.
The problem
Day to day with home loan consultations, two people sometimes answered the same message while another inquiry sat untouched. Covering a colleague's day off meant reading entire threads just to learn their status.
What we built
Requests now arrive with purchase or refinance goal, property state and callback time, an assigned owner and a straightforward status marker. Absences are covered by a nominated backup rather than by guesswork.
- Assignment rules
- Follow-up status
- Backup owner
- Internal request summary
Timeline
20 working days after content approval, including staff review and handover.
- Day 0
Content approved
The client signs off the wording and material. The working days start here.
- In between
Build and staff review
We build; the client's own staff review the pages and the inquiry path before anything goes live.
- Day 20
Handover
The work is live and handed over, within 20 working days of content approval.
What changed
For home loan consultations, ownership, status and backup are visible at a glance.
In the client's words
“The messages about home loan consultations always arrived. What was missing was a name next to each one. Now there is one.”
Questions about this project
How long did this project take?
20 working days after content approval, including staff review and handover. The working days are counted from the day the client approved the content, so the time the client spent gathering and signing off their material is not part of it. The launch window for a new site on each of our plans is set out on the pricing page.
What did we build for this contractor mortgage specialists?
Requests now arrive with purchase or refinance goal, property state and callback time, an assigned owner and a straightforward status marker. Absences are covered by a nominated backup rather than by guesswork. The pieces that did the work: Assignment rules; Follow-up status; Backup owner; Internal request summary.
Why is the business not named?
On purpose. The client is described as a contractor mortgage specialists in Akron, Ohio with 7 staff, which is enough to judge whether the situation is close to yours. The quote is published with permission and attributed to Ethan Saxton, client care coordinator, but we do not publish the business name, its logo or its web address.
Did this project involve rates, approvals or lending advice?
No. The work was about how the website handles inquiries and content. We are not a lender, mortgage broker, loan originator or financial adviser, and nothing on a site we build quotes a rate, states eligibility or implies an approval. The wording on every page, including the route to a conversation with a licensed loan officer, is reviewed and approved by the client.
Want the same fix on your own site?
A live walk-through of the site you would get, with the inquiry path and pages set up for your business. Plans from $137 a month, and the $797 build fee is invoiced only after launch.
Related case studies
- Connecting home loan consultations inquiries to their sourceWhen it comes to home loan consultations, the team can see which pages lead to inquiries and decide what to improve next on that basis.
- A night-time route for home loan consultations inquiriesDay to day with home loan consultations, the team starts the day with organized requests, while visitors understand that a human response is still pending.
- Migrating home loan consultations without breaking the pastFor home loan consultations, visitors following years-old links land somewhere useful.
Related services
- Custom mortgage website developmentCustom mortgage website development built around your actual programs, your team and your LOS, rather than adapted from a theme.
- Mortgage branch website designWebsite design for a single mortgage branch: one page built for your city, your team and your license, ranking without competing with head office.