Category : In english , Productivité , Tous les articles

How to collect client documents on time?

How to collect client documents on time?
Temps de lecture: 6 minutes
Gathering client documents is a step that millions of small businesses and their teams need to go through on a regular basis, that’s why we’ve gathered here tips and tools to help you automate and stay on top of your work.

If you’re a mortgage broker, a real estate expert or a small business owner needing to gather clients documents, you’ll probably agree that collecting documents from clients can easily become an everyday pain point. Every time you welcome a potential client or need to onboard a new prospect, you’ll have to go through the same -often times- tedious document collection process to gather the right documents and information at the right time.

Why you need to get your document collection right?

Many sales processes start with the need to gather documents and information about a potential client. In most cases, you’ll probably request these documents right after having met first with your prospect. In other cases, client information is required even before you set up a meeting.

Whenever you use old methods such as emails or fax, to collect client documents,  you’re giving to your clients the freedom to take action or not.

The regular scenario is where your client takes too long to reply, not having in mind that you need to collect their documents or information on time. Or when they ask you way too many questions, slowing you down in your daily work without any guarantee that they’ll actually convert.

But that’s not the biggest issue.

The real problem is that 81% of potential buyers conduct online research before buying.  So, while all the back-and-forth is happening, you may fall behind a more proactive competitor.

The best way to avoid such issues is to set up for your business, proper client onboarding and document collection processes.

Here is how.

Let’s set up a document collection process for your business

As soon as you’ve established first contact with your clients, be transparent on the various steps of the process. It’s always reassuring to have a business owner taking the time to explain clearly how things work and what are the different steps to take until the end. Making sure clients are well aware of what’s coming up next, will also increase your chances to get the documents you need without delay.

There are several ways to create a DIY process that works for your clients, whether they are coming from your website or from the offline world. We are sharing here with you some tips to build your own.


The Welcome Kit

When onboarding new clients, you’ll probably have to consume a large amount of time in assisting them with every aspect of the service you provide.

That’s where the Welcome kit comes into play.

The Welcome kit is a great way for new prospects to feel welcome and reassured about the decision to work with you. And it can also be used as a reference throughout the onboarding process whenever clients have a doubt or a question about the next steps.

How to do it?

Very simple. Put together a Short brochure gathering Marketing information about your service or product so that they feel confident doing business with you. You can also add basic information such as contact details, office hours, nice pictures of the team etc.

Once that’s covered, you could also add practical information about the collaboration such as timelines, what’s next, what’s expected from clients and when.

The last step is to add some educational content to your Welcome Kit. This will allow new clients getting up to speed not only with the service you offer but also what they need to know to know work with you in a smart way.


The Needs list

Once you’ve got everything put together, you can move on to the next step of the process which is the Needs list. This document or content piece gathers the list of supporting documents and information you need from clients.

You have several options to create a needs list.

Most business owners will either email a PDF Needs list associated with a cloud solution like Google Drive, DropBox or Wetransfer for receiving the documents. You can always replace the PDF document with a concise email.

If you have a website, you can also use an embedded contact form allowing clients to send you required documents.


Milestones & Reminders

Now that you started receiving documents, you now need to make sure you’ll get all documents in time, don’t you? You bet!

The best way to make sure you get great responses rates on your document collection is to set in your own calendar specific hours to remind your clients.

Most people are busy all day long.

It’s probably a good idea to allocate specific time in your agenda for reminding them to send you back the required documents.

That means picking up the phone or setting up email reminders. A smart tool such as Dearele , allows you to do this very easily.


The continuous support

Although you’ve already mentioned in your Welcome Kit several ways to contact you, it’s always to stay proactive in helping clients during the onboarding process.

A good way to engage clients while you work on getting, verifying and approving their documents is to send out pre-scheduled Emails newsletters.

Using tools such as Mailchimp or Mailerlite, you can schedule in advance great support emails covering each one of your business aspects or frequently asked questions.

Add at the end of each email a clear Call to action so clients never feel neglected.

Good Work! What’s next?


You’re now all set! Keep in mind that you may need to customize each part of the above process based on your clients’ specificities. Another thing to keep in mind is that this process remains an interim solution. If you need to work at scale, we recommend that you continue reading.


Wait, can we automate all that?

Of course! There are great solutions on the market allowing you to work at scale and streamline your clients‘ onboarding process. Some of these solutions include Client portals built-in the Cloud. As an example, Clust allows you to use a single web app to create all these steps. Within 10 minutes, you can set up an account and implement a fast and reliable document collection process within your company. Main Clust features include :

A secure client portal

The first step to a great collaboration is to have a dedicated space for you and your clients to interact. Clust allows you to create as many client portals needed based on your company services. WIthin each client portal, you can engage securely your recipients and share documents and information without the hassle.

An intuitive list of required documents

Into each Clust client portal, is displayed a list of documents required as part of your service offer. The list is neatly organized and 100% intuitive. You can always come back and edit it when needed, keeping your client informed of what’s needed as things progress.

Online forms

You can attach to each list of documents as many online forms as needs to collect client information. You can also share your own documentation and company information through your client portal.

Due dates and automated reminders

Automated reminders give you back some time and more importantly, some peace of mind. It’s a smart way to send kind reminders to clients on a regular basis without sabotaging the collaboration.

A messaging system

Communicate without the noise with each client and keep all your conversations securely in a single place.

Files approval/denial

Verify and approve on received files or comment on wrong files without leaving the app.

Cloud sync’

Updating manually your computer files can be quite confusing. That’s why Clust allows you to automatically synchronize your client files with your favorite cloud storage.

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Category : In english , Marketing , Outils , Productivité , Tous les articles

Client portal for mortgage websites : benefits + tutorial

Client portal for mortgage websites : benefits + tutorial
Temps de lecture: 5 minutes
Kudos! Your Mortgage website is up and running. You are now looking for ways to create a simple client access portal where you’ll be able to connect with potential clients and prospects. Or you’ve already found online forms, chat modules but still need a smart way to engage these leads without a headache. We can help. Here is our guide on setting up a client portal for mortgage websites including a quick tutorial to set up yours.

So you’ve heard great things about contact forms and chat modules and added them to your mortgage website. Everything went smooth, but you’re facing another problem. How to onboard new mortgage leads more easily?

Look no further.

You need a client portal for your mortgage website. 


What is a secure client portal?


A client portal is a secure, restricted area on your mortgage website that clients or visitors can get access to anytime.

Some of these interactions include sending mortgage documents, communicating with you, checking private information or documentation and so on.

Through a secure client portal, you could also approve or deny your client documents as part of their mortgage application.

The result?

A secure client portal for your mortgage website, provides to clients a concrete way to take action while they are on your website.

It will help you cut the risk of churn and keep potential leads engaged as soon as they want to know more about your services.

When it comes to customer experience and satisfaction, setting up a client portal is also a way to improve clients collaboration while saving yourself precious time.


What are the benefits of a secure client portal?

There many benefits in setting up a secure client portal on your mortgage website. Here are 3 main advantages for your business.

   Improve your client experience

A client portal is a modern and innovative entry point to your sales process. While you and your team are busy helping existing clients, prospects can start the application process without further delay.

They can start reading more about your service in a dedicated area or send you some of the mortgage documents required. They can even ask questions without flooding your inbox.

A client portal offers a clear onboarding process that any of your client can follow without any help. They no longer have to write down your phone number or to expect a call from you to get what they need.


   Boost your team productivity

As most client portals are built on the Cloud, in a way to reduce repetitive tasks for you and your team, you can focus on what matters.

Your client portal will automate most interactions required as part of the mortgage application or pre-qualification process.

You capture once the steps and related instructions to be followed by clients and won’t have to reinvent the wheel for each new client.

Information is transmitted in clear and effective way, allowing your client and your team to stay on the same page throughout the process.

   Save time and money

If you’re using emails, contact forms or a Cloud Drive solution to kick off your mortgage application process, it’s more likely that you’re wasting money.

A client portal not only decreases the cost of repetitive tasks but also eliminates the potential business inertia associated to manual processes.

When using a company portal, you can also cut the cost of office supplies (fax, printed paper, phone calls) and get to work on growing your business.


Tutorial: Let’s set up a client portal for your mortgage website

If you’re juggling between many tools to onboard your mortgage leads, you’ll find great value in switching to a secure client portal on your mortgage website.

Clust offers an intuitive and modern client portal for mortgage brokers and loan originators. Here is a quick walk-through on how to set up your own in under 10 minutes.

1. Gather useful information in one place

When looking for a mortgage, clients visit many websites. If valuable information is spread around your website, it will be hard for them to read it.

And you certainly know about the website visitors laziness syndrome.

With your Clust client portal, you can gather useful information in a single place and make sure they have access to it anytime. All you have to do is to attach to your portal the required documentation.

Benefits: Removes the initial friction and complexity around the mortgage loan process.

2. Provide a clear process for users

Mortgage applications are often times confusing for customers. There is too much information to digest which can create a lot of friction.

As you’re not always around to help or clarify, you may end up with an incomplete application or an email inbox full of customers questions.

With Clust, you can create a mortgage documents upload center that is displayed in a nice and organized way for clients. Each required document as its own instructions which makes it easy to understand.

Each needs list is automatically saved into your Clust account.

Benefits: Boosts the conversion rate of your mortgage applications

3. Don’t miss the deadline

Because we know you have to stay in control, you have the ability to add due dates to your Clust client portal so nothing falls through the cracks.

This will allow the app to send automated reminders to clients and therefore boost your chances to get what you need on time.

4. Be transparent and professional

Client really appreciates staying informed during a mortgage process. Nothing worst than not knowing what’s going on or what’s next.

With the messaging system that comes with your Clust secure portal, you can keep clients updated along the way.

You can also approve and comments on wrong documents, allowing them to know what needs to be done and what’s already validated.

Benefits: Removing anxiety due to the lack of information during the process.

5. Speed up through client onboarding

  Speed up your sales cycle

Once you’re done verifying client documents, it’s very easy with our client portal to collaborate on them internally or download them for your own records.

Clust allows you to share the received documents with stakeholders to gather more feedback. Once done, you can easily synchronize your client’s dossiers with your favorite cloud solution.

Clients are now ready to move on to the next step of your sales process.

Wrap up

Ready to set up your own secure client portal for free? Go to Clust and get started in 10 minutes!

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