Confidentiality Statement: All client identities and sensitive information have been generalized to protect our client's privacy. This case study is shared solely for informational purposes, with no disclosure of specific client details.
Overview
An independent mortgage broker in the Greater Toronto Area was ready to scale beyond referral-based business and expand into digital-first client acquisition. With deal volume rising, the broker struggled to track leads, follow-ups, document requests, and lender communication — all while trying to maintain client trust and compliance.
MOSAN worked closely with the broker to design a system for lead intake, document automation, pipeline visibility, and post-close engagement — enabling the business to handle more volume, improve conversion, and maintain a high standard of service.
Challenges
- No Deal Pipeline or Lead Intelligence
Leads were managed across email threads, sticky notes, and text messages, with no way to visualize deal stages or follow-up priorities. - Manual Document Collection and Reminders
Clients were often delayed in sending required documents, and the broker spent hours chasing submissions with no clear tracking system. - Lack of Post-Close Re-Engagement
Once a deal was completed, there were no structured processes in place for referral requests, renewal reminders, or client reviews.
Our Approach
Lead Intake and Deal Pipeline
- Built a structured pipeline that tracked each deal across stages (inquiry → pre-approval → submission → funded)
- Integrated web forms and calendar booking to streamline new client onboarding and auto-tag leads by type
- Added internal stage-based triggers to prompt actions and reduce delay in deal progression
Document Workflow & Client Automation
- Connected a secure portal for uploading ID, income, and supporting documents — with auto-reminders based on missing file types
- Created client-facing progress bars and SMS/email updates so clients always knew what was next
- Enabled internal alerts for stalled deals or incomplete packages
Post-Close Engagement System
- Scheduled automated touchpoints at 3, 6, and 12 months post-close for reviews, renewal readiness, and referral opportunities
- Built an internal dashboard tracking deal source, lender mix, and average time-to-funding
- Linked thank-you email flows to Google review requests and personalized thank-you gifts for high-value closings
Measurable Impact
Ongoing Partnership
MOSAN’s current involvement focuses on:
- Iterating client messaging flows and refining language for clarity and compliance
- Reviewing deal source data to identify high-converting referral partners
- Providing on-call tech support during high-volume periods and rate shift windows
Strategic Outlook
With a fully visible pipeline, reduced back-office burden, and post-close systems in place, the broker is now positioned to bring on additional agents and expand service offerings. A branded client portal is in early-stage development to further elevate the experience.
%20(14).png)
%20(16).png)