From the customer's own link to a complete fact find
Customers start with Fees Free Mortgages on their own time, through an onboarding link; what they send lands in Amber CRM for the team to pick up. Advisers then work the fact find in nine sections that save as they go, with the compliance notes beside the advice.
- Client
- Fees Free Mortgages
- Built
- Onboarding and the fact find
- Built in
- Lovable
- Sections
- Nine, saved as you go
Advice starts with knowing the customer.
The problem. Every recommendation rests on the fact find, covering who is applying, what they want to achieve, their property, income, commitments and credit, and the protection they need. It is long, it can take more than one conversation, and the record has to show the advice was suitable, including whether any applicant is vulnerable.
The approach. We split the work between the customer and the adviser. Customers send their details through Fees Free Mortgages' onboarding link, and each submission waits on the dashboard to be triaged into a case. Advisers then complete the fact find in nine sections that save as they go, with the share complete always in view and the compliance and advice notes kept beside it.
Amber CRM's fact find, rebuilt with invented answers: section two of nine, customer objectives, with the autosave note, the share complete, the vulnerability question and the compliance and advice notes below.
Nine sections
From personal details to protection needs, in order.
Saved as the adviser goes
Stop mid-way and pick it up on the next call.
Compliance beside the advice
Vulnerability asked every time, the notes kept with the case.
The customer starts it. The adviser finishes it.
An illustration of the customer onboarding link in Fees Free Mortgages' brand, then Amber CRM rebuilt with invented data: the dashboard's queue of self-serve submissions, a customer's record with the fact find's progress, and the fact find's nine-section stepper.
On the customer's own time
Customers answer a few short steps through Fees Free Mortgages' onboarding link, so their adviser can start before the first call. (An illustration of the link, in the client's brand.)
Picked up, not lost
Each submission waits on the dashboard as unassigned until someone triages it into a case.
Progress on the record
The customer's snapshot shows how far the fact find has got, beside the applicants, cards and open tasks.
Nine sections, saved as you go
Each section saves as it is completed, and the share complete moves with it.
What the customer and the adviser each get
- A customer portal, with an onboarding link customers complete on their own time
- Self-serve submissions queued on the dashboard until someone triages them into a case
- A fact find in nine sections, covering personal details, objectives, property, existing mortgage, income and employment, expenditure, mortgage preferences, adverse credit and protection needs
- Each section saved as the adviser works, with the share complete shown on the customer's record
- The vulnerability question asked for every case, prompting health, life events, financial resilience and capability
- Compliance and advice notes kept with the fact find
Where it stands
The onboarding link and the fact find are in use, inside the same Amber CRM the advisers run their cases on, built in Lovable.
What we used
- LovableAmber CRM, built end to end
