FM Advisory: a loan advisory agency that runs on one system
FM Advisory Sdn. Bhd. is a Malaysian loan advisory agency. Its agents, its bank desk and its owners work from one NexFlows system, from the first call to the bank submission.
Who FM Advisory is
FM Advisory Sdn. Bhd. is a Malaysian loan advisory agency. Its agents work through lead lists by phone, collect documents from customers, ask banks for offers and get agreements signed. NexFlows built the system the agency now runs on.
- Client
- FM Advisory Sdn. Bhd.
- Business
- Loan advisory agency, Malaysia
- What NexFlows built
- A custom system for leads, calling, cases, agreements and reports
Before NexFlows, our leads and cases lived in Excel sheets. Now every lead, call and case is in one place, each agent knows what to do today, and I can see where every case stands without chasing anyone. NexFlows built it around the way we already work, and when we ask for a change, it gets done.
Where it started
A loan advisory agency works from lists. Leads arrive in files, agents call them, and every call needs a note, a next step and a date. Kept in spreadsheets and chat groups, that work gets hard to see: who called this person, which bank has not replied, which agreement is still unsigned.
FM Advisory started in the same place: its lead lists and its tracking sheet were in Excel. They were moved into the system as they were, with nothing dropped, so the team began with its own history in place.
The system began small, as a way to import lead lists, assign them and record calls. The rest was added over time, as the team worked in it.
What NexFlows built
These are the parts of the system, described in general terms. Each one does a job for an agent, the bank desk or the owners.
Lead lists and assignment
Lead lists arrive as Excel files. They are imported, kept by batch, and shared out across the agents in a few clicks.
Calling
Agents dial from the browser with their own phone paired. Some use a multi-line dialer that calls several numbers at once and puts a person on the line only when someone answers. Which one an agent uses is set per person.
Outcomes, callbacks and a Today list
Every call ends with an outcome. A customer who says maybe gets a callback date, and each agent's Today list shows what is due.
Credit reports and eligibility
The customer's CTOS report is read into the case and an eligibility check is worked out from it, so the agent talks to the banks with numbers in hand.
Cases, documents and the bank desk
The documents a case needs are ticked off on the case. Each bank's extra documents and blank form are set up once. The bank desk asks banks for offers and sees which have replied, which have not, and which are late.
What the bank desk sees on one case
- Bank AOffer in hand
- Bank BWaiting, asked yesterday
- Bank CLate, 2 days over
- Bank DSaid no
An example with made-up banks and days, to show the idea. It is not FM Advisory's data. Agreements and bank submission
The agreement goes to the customer, reminders go out on their own, and one that stays unsigned lands on a named person's list. Once it is signed, the case is submitted to the bank.
WhatsApp on the customer record
WhatsApp messages with a customer, both directions, sit on that customer's record, and the team can reply from the case.
The owners' view, roles and reports
Agents see only their own cases. The owners see every case, with late work in red and work due soon in amber, and can move or edit a case when it needs fixing. Reports download as Excel, by lead batch and by week, and a leaderboard shows how the team is doing.
iPhone apps
NexFlows also built an iPhone app for the agents and another for the owners.
The team keeps asking for changes as the agency grows, and they go into the same system.
A normal day on the system
The agent opens Today
The list shows the callbacks that are due and the leads to call next. Nobody hunts through a spreadsheet to find where to start.
Each call ends with an outcome
Interested starts a case. Maybe needs a callback date. Not interested, wrong number or not eligible closes the lead with a reason, so nothing is left hanging.
The case is built
The agent collects the documents, reads the credit report and checks eligibility. Everything sits on one customer record.
The bank desk asks for offers
Banks are asked from the case. The desk sees who has replied and who has not, and a late reply shows in red.
The customer is called to confirm, then signs
A person on the closing desk confirms the offer with the customer. The agreement is sent and chased with reminders until it is signed, then the case goes to the bank.
The owners look at the whole picture
Late and due-soon work is coloured on every list, and the reports are an Excel download away.
Named with permission
FM Advisory Sdn. Bhd.agreed to be named on this site. This page describes what the system does in general terms. It leaves out the agency's customers, its staff and its internal numbers.
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