Client tracking & proactive communication
Where does your client's request stand?
Since Marie became branch manager, Aïcha has a new advisor: Serge. He's conscientious and attentive, and he handles close to a hundred and fifty clients: mortgages, overdrafts, personal loans, car loans.
Galaxy Conseils • Banking & financial institutions sector
Aïcha's business needs a warehouse to store its solar panels. She submits a commercial property loan application, with her financial statements, bank records, and a construction estimate. Serge forwards the file to the credit department.
Days go by. Serge, caught up with his other clients, hears nothing about the file. He assumes it's moving along.
After three weeks, Aïcha calls him. Serge doesn't know what to tell her. He calls the analyst, who informs him the file has been stuck in financial analysis for two weeks: last year's certified financial statement is missing. No one told Serge, so Serge couldn't tell Aïcha.
Aïcha provides the document that same day. But she's lost two weeks, and she found out about the problem by calling. She's not angry at Serge. She just wonders whether anyone at the bank is actually tracking her file.
In many banks, the advisor is the bank's face to the client. Yet once a request is handed off to analysis, verification, or decision teams, they often lose all visibility. They find out by chasing those teams, or worse, when the client calls. The consequences are always the same:
Bottlenecks discovered too late — a missing document can freeze a file for weeks.
Advisors spending their days on the phone just to track their own files.
Clients having to call to get news, instead of being told.
A relationship that erodes — the client feels like no one is really looking after them.
The problem isn't the advisors' commitment. It's that they're asked to inform their clients without being given the information.
For a client, the difference between a good and a bad experience often comes down to one simple thing: did the bank tell them before they had to ask? An advisor who sees the progress of every request and is alerted to the slightest change can get ahead of it: chase a missing document the moment it's flagged, share good news as soon as it lands, reassure when a file is moving forward.
Let's revisit Aïcha's story, this time at a bank that uses M-Files:
A clear view of every request. Every morning, Serge opens his "Request tracking" dashboard. He sees the request, its status, the current step, and its progress.
An immediate alert. The day the analyst notices the certified statement is missing, Serge gets an automatic alert. He calls Aïcha within the hour.
A client kept informed. At every step completed, Serge gets a notification and lets Aïcha know: "Your file has moved to credit review."
Good news at the right moment. The day the decision is made, the alert reaches Serge's phone. Ten minutes later, he calls Aïcha with the approval.
Aïcha builds her warehouse two weeks ahead of schedule. And when a friend asks her for advice on choosing a bank, she tells them: "At mine, it's my advisor who calls me."
Real-time visibility. You track the progress of every request at any time, without calling other departments.
Detailed tracking. Every step of the process is clearly visible, with its progress and the person in charge.
Automatic alerts. You're informed immediately of every change: a missing document, a step completed, a decision made.
Better communication. You inform your clients faster and more effectively, even before they have to ask.
With M-Files, the advisor never loses sight of a file once it's been handed off. Every request follows a defined workflow, and every step change is logged and notified to the right people.
Analysis, verification, and decision teams keep doing their work as usual. It's simply that their work becomes visible to the people who need it, exactly when they need it.
The advisor becomes what they're meant to be again: the privileged link between the client and the bank — the one who knows and informs, rather than the one who chases and apologizes.
Ask one of your advisors about their current files.
"How many of your clients had to call you this week to find out where their request stood? And how many did you call first?"
The gap between those two numbers says a lot about the experience your clients are having.
We help banks and financial institutions track every client request in real time with M-Files, starting from their actual processing workflows.
Galaxy Conseils: innovation at the service of your performance.
Credit lines, guarantees, vendor contracts: how many of your contracts expire without anyone knowing? Discover how M-Files alerts you at 90, 60, and 30 days.
Read more
A branch destroyed by fire: how long would it take to resume operations? Discover how M-Files protects your archives in the cloud and keeps your bank running.
Read more
Contracts, leave, performance reviews, mandatory training: is your employees' file complete? Discover how M-Files brings the whole HR file together in one place, confidential and traceable.
Read moreContact us to learn more about our news and upcoming events.
Our offers, news and document management tips, straight to your inbox. One e-mail a month at most.
Unsubscribe in one click at any time. Privacy policy
Check your inbox
We've sent you a confirmation link. Click it to complete your sign-up.
Comments
No comments yet. Be the first to react!