A CRM system that accelerated credit process handling by 300%

Introduction

Skierski & Staszkiewicz is a financial advisory firm whose specialists provide comprehensive support for mortgage financing – from the first client contact and creditworthiness assessment to collecting documents, managing the bank process and finalising the agreement. In this industry, precision, rapid response and orderly documentation directly affect a company’s efficiency and client satisfaction.

As the number of enquiries increased, the firm began to face a problem typical of the financial industry: the process was scattered across multiple tools. Some information arrived by email, some remained in telephone conversations, and some ended up in spreadsheets and messaging apps. Documents could take a long time to find, handing cases between employees was time-consuming, and the business owner lacked a complete view of what was happening in individual credit processes.

The firm needed a tool that would organise the entire process of acquiring and serving mortgage clients: one place for all data, stages, documents and statuses. It needed an environment that would not impose a new way of working, but accurately reflect the firm’s existing process in a structured, automated and error-resistant form.

Analysing the client service process and designing a custom solution

We began by examining the entire credit process in detail – from the moment a client submits a form on the website through to the bank’s decision. We documented every stage and mapped each employee activity to the place where it was actually performed. It quickly became clear that the main source of problems was fragmented information and the absence of a central tool connecting the entire service journey.

We designed a central credit process dashboard that became the foundation of the solution. Every enquiry submitted through the website automatically becomes a complete process containing the client’s details, assigned adviser, status and current stage. Employees can progress through successive phases, add documents, create notes, hold internal discussions and monitor applications submitted to individual banks.

Everything that had previously been spread across emails, messaging apps and files on different computers was brought together in one organised system. The firm can now work faster, without duplicating tasks, losing documents or risking important information being overlooked among numerous cases.

A process dashboard that organises the entire credit journey

The credit process dashboard became the most important part of the system. Every enquiry submitted through the website appears here and is automatically converted into a new case with a complete set of basic client data.

Each process has its own stage, status and detailed activity history. Employees can add case details, update stages, record client interactions and hold discussions directly in the system. Communication that previously took place through emails and messaging apps has been moved into one location. Nothing gets lost, nothing needs to be repeated, and everyone in the team can always see the current situation.

The system also makes it possible to monitor applications submitted to specific banks. Employees can see their current stage, which documents have been provided and which decisions have already been made. This significantly shortens handling time and enables many processes to run simultaneously without blocking other team members.

The complete client history in one place

A custom client profile became the system’s second key component. Each person has a complete history of processes, notes, documents, acquisition source and contact details. An employee can check when and why a client was served, which documents they supplied and what information still needs to be completed.

This module replaced spreadsheets, private notes and email messages. Everything connected with a client is organised and available with one click. As a result, service has become not only faster but, above all, far more predictable.

A clear dashboard with the data needed to manage the business every day

We created an extensive dashboard for the firm’s owner. It displays all key information: the current lending volume, commission value, number of new cases, number of completed processes and the performance of each employee.

The custom CRM provides a single view of how many applications the team has submitted, the amounts involved and forecasts for the coming months. This makes it possible to manage the business based on real data, respond to slowdowns, plan objectives and verify results quickly.

WordPress form integration with the CRM and automatic process creation

All forms on the firm’s website were replaced with a custom solution connected to the CRM. Every submitted enquiry now appears automatically in the system as a new credit process.

This eliminates the risk of losing an enquiry and allows the team to begin serving the client immediately. The employee receives a complete set of information and can proceed to the next steps without manually re-entering any data.

It is one of those solutions that may appear to be a small addition but, in practice, changes how the entire company operates.

Implementation results: a 300% increase in efficiency and an end to information chaos

After the CRM was implemented, the firm began working more than three times faster. This was not the result of one particular function, but of many organised improvements working together: documents are always where they should be; communication takes place inside the dashboard; every process stage has an assigned person and status; and the entire credit service journey is structured from beginning to end.

Problems with handing over cases disappeared, and employees no longer waste time searching for messages and documents across multiple channels. Everyone knows what they need to do and the current stage of each case. The entire process has become transparent and easy to monitor.

Summary

The CRM system we implemented for Skierski & Staszkiewicz organised every process connected with mortgage financing. The firm gained one consistent tool that guides employees through the complete credit process and gives the owner full control over business performance.

Thanks to automation, centralised data and an intuitive dashboard, employees work faster, more confidently and more effectively. The solution has genuinely changed how the firm operates by shortening client handling time, eliminating information chaos and increasing team efficiency by more than 300%.