A Lender’s Blueprint for Maximizing Capital Disbursement per Client

A Lender's Blueprint for Maximizing Capital Disbursement per Client - Sigma

Client Organization

As a recognized leader in small business financing for over 20 years, our client has built a reputation for empowering entrepreneurs through fast, flexible funding. They pride themselves on long-term partnerships, not one-time transactions, helping small businesses not just survive but thrive and expand over time. Their mission centers around simplifying access to capital while maintaining a strong commitment to service excellence.

Project Brief

The client sought to enhance its Loan Management System (LMS) to introduce more dynamic, performance-based lending products and elevate customer communication across digital and voice channels. The objective was twofold: to launch an innovative Concurrent Loans program that provided flexible, ongoing access to funds based on client performance, and to integrate Amazon Connect to streamline sales call routing and improve customer experience.

This transformation aimed to turn the servicing phase, often seen as a back-office function, into a strategic growth engine for capital efficiency, customer retention, and repeat lending.

Key Business Needs & Challenges

Even with a strong market presence, the client faced several operational and experience-related challenges that limited its ability to scale customer value:

Rigid Capital Access: High-performing clients had to fully repay their existing loans before becoming eligible for new funding, slowing business momentum and opening doors for competitors.
Inconsistent Customer Experience: Inbound sales calls lacked standardization and efficient routing, causing delays, frustration, and missed opportunities.
Manual Renewal Tracking: Identifying eligible clients for additional capital required manual intervention, hindering timely outreach.

Missed Opportunity Capture: Long wait times and poor routing sometimes caused promising sales and service calls to be lost.
Cumbersome Reapplications: Borrowers faced repeated documentation and approval cycles to access additional funding, creating friction and reducing engagement.

Solutions

We collaborated with the client’s product, technology, and operations teams to deliver an enhanced, automation-driven lending experience that combined flexibility, scalability, and efficiency.

Concurrent Loans Implementation: Introduced a next-generation Concurrent Loans model that allows clients to maintain up to five active loans within a pre-approved aggregate limit. The solution incorporated business logic to automatically assess renewal eligibility once 40% of total loan maturity was achieved, ensuring a balance between growth enablement and credit discipline.
Automated Eligibility Tracking: Integrated the client’s existing CRM (HubSpot) and AppTracker systems to automate eligibility evaluations. Triggers based on repayment performance and behavioral data now notify account teams when clients qualify for additional funding, enabling proactive engagement.
Amazon Connect Call Flow Redesign: Deployed a new call flow architecture featuring Custom Greetings with compliance disclosures and Skills-Based Routing to connect inbound calls directly to the right resource, whether a Funding Consultant or Loan Specialist. This reduced call handling times and improved conversion efficiency.

Enhanced Customer Service Options: Implemented Callback Request features and optimized queue configurations (up to 10-minute hold thresholds) to ensure maximum call capture and service continuity.
Performance-Based Capital Access Dashboard: Added borrower dashboard enhancements that allowed users to view available capital, track repayments, and initiate draw requests in real-time, reinforcing transparency and customer control.

Benefits

Within six months of launch, the Concurrent Loans initiative delivered measurable impact across lending operations, customer experience, and portfolio performance.

Increased Customer Lifetime Value: The flexible capital access model embedded the lender deeper into each client’s financial journey, fostering trust, loyalty, and repeat business.
Higher Capital Utilization: Concurrent Loans and performance-based funding mechanisms increased total capital disbursement per client and shortened the lending cycle.
Streamlined Operations: Automated eligibility checks and digital draw requests reduced administrative workloads and accelerated funding turnaround times, with some funding completed in under 24 hours.

Enhanced Customer Experience: Unified communication flows, consistent greetings, and professional routing elevated the client’s brand perception and improved overall service satisfaction.
Controlled Growth with Strong Credit Quality: Performance-based eligibility logic ensured expansion without compromising portfolio health, resulting in a record-breaking funding month of $9.78MM.
Improved Retention and Efficiency: The combination of technology-led servicing and flexible capital access led to a 40% increase in repeat funding activity and a significant improvement in opportunity capture.

Tools, Technologies, and Integrations

Core Systems:
Communications:
CRM & Tracking:
Key Services:

Loan Management System (LMS)
Amazon Connect, Twilio
HubSpot, AppTracker (for eligibility automation)
Product Development, Integration, QA, and System Support

The Next Market Leader in Lending Starts Here. Your competitors are automating renewals and scaling faster—are you?

Transform Your Lending Operations Today with Sigma’s Financial Software Development Services