At a lending institution, a lot of people apply for loans, and reviewing those applications is labour-intensive and time-consuming work handled by loan officers and underwriters. Before underwriting even begins, loan officers carry out an initial review to make sure only well-prepared applications reach underwriters, and that eligible borrowers get a faster turnaround.
Managers noticed bottlenecks at this initial review stage. Many applications stalled, and even the ones that eventually passed still had issues. For each application, loan officers had to manually open CRM records, check multiple modules for details, update statuses, and send emails, which left them feeling overwhelmed when reviewing applications alongside their other priorities.
To speed up reviews while keeping them consistent and compliant, the CRM admin proposed a kiosk with the following workflow:
Once tested, loan officers found reviewing applications significantly easier, able to move through submissions without ever leaving the home page. The results were faster processing times, better consistency and compliance, and the kiosk becoming a genuine part of the daily workflow rather than an occasional tool.
This kiosk combines screens, a GetRecords component to fetch the list of loan applications, a query pulling data from three separate modules in a single call, and automated actions covering field updates and email notifications.