A Glasgow-based mortgage broker needed a better way to track and notify clients about their expiring mortgage products. With over 32,000 client records, manually tracking renewal dates in Excel spreadsheets was becoming unsustainable.
"My business previously had rows and rows of people," explains Derek, the firm owner. "I'm trying to manage this retention but keep it as automated and efficient as possible."
The Solution
Working with automation specialists, the firm:
- Moved client data from Excel to Airtable
- Set up automated email triggers at 180, 150, 120, and 90 days before product expiry
- Created a system to track client responses
Key Outcomes
- Eliminated manual tracking of expiry dates
- Established consistent client communications
- Created foundation for future SMS and chatbot integration
"I'm a convert to this type of technology," shares Derek. "Even if they cost $10 or $20,000 over a period, it's still cheaper than having people."
That's really all we need - it captures the specific problem solved, the solution implemented, and the client's perspective, without overselling or over-elaborating. Would you like me to adjust anything in this shorter version?
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