Short Description:
We built an intelligent document follow-up system for a mortgage broker that automatically tracks which clients have submitted their required documents and sends polite, personalized reminders when they haven’t. The workflow connects Outlook, the broker’s CRM, and a custom Excel dashboard — ensuring every client stays on track without the broker having to chase anyone manually.

The Challenge

For mortgage brokers, collecting client documents is one of the most time-consuming and frustrating parts of the job. Every loan application requires dozens of supporting documents — payslips, bank statements, IDs, and more — and each client moves at a different pace.

In this case, the broker was spending hours each week sending reminder emails, checking which clients still had outstanding items, and updating his CRM manually. He was constantly flipping between Outlook, spreadsheets, and CRM notes just to keep track of who had sent what.

The process was slow, repetitive, and inconsistent. Some clients received multiple reminders, while others slipped through without follow-up. Loan processing timelines were stretching longer than necessary, and the broker’s focus was constantly pulled away from the higher-value work of advising clients and securing approvals.

He needed a system that would automatically handle document reminders — one that was accurate, polite, and completely hands-off.

The Solution

We designed a fully automated document follow-up workflow that connects Outlook, the CRM, and a live Excel dashboard, all powered through n8n.

Here’s how the system works from end to end:

1. Document Status Tracking
   The workflow monitors the broker’s CRM for each active client’s document status. Whenever a file or record indicates that certain required documents are still missing, the automation marks that client as “Pending.”

2. Automated Follow-Ups via Outlook
   Every morning, the system checks which clients still have outstanding documents and automatically sends them a polite, personalized email. The tone and wording are written to match the broker’s voice — professional but friendly — gently reminding the client which items are still required to proceed.

3. Smart Timing and Escalation
   If no response or upload occurs after a few days, the automation sends a second follow-up. A third message can be sent after a defined delay, closing the loop with a final reminder. Once the client uploads the missing files and the CRM updates their status, all reminders stop immediately.

4. Dynamic Excel Dashboard
   We built a lightweight Excel dashboard that automatically refreshes to show:

   • Which clients still have pending documents

   • The date of their last follow-up email

   • The number of follow-ups sent

   • How long they’ve been waiting

   This gives the broker instant visibility without logging into multiple systems — everything is viewable at a glance.

5. Optional Daily Summary
   Each morning, the broker receives a short summary email listing clients still outstanding, total documents collected, and any new completions since the previous day.

   
   

This system operates completely in the background. The broker can focus on client meetings and loan strategy while the automation handles reminders, tracking, and reporting.

The Results

The difference was immediate.

• Time Saved: More than 10 hours per week reclaimed from manual follow-ups.

• Faster Loan Turnaround: Clients now submit documents faster and more consistently.

• Improved Client Experience: Every reminder feels personal, professional, and timely — no forgotten follow-ups or duplicate messages.

• Complete Transparency: The live Excel dashboard shows exactly who’s pending, when the last message went out, and how the overall pipeline is progressing.

  
  

The broker no longer wastes time chasing paperwork or wondering who he’s waiting on. Every client stays gently reminded, every file stays updated, and the system never forgets a follow-up.

The Impact

This workflow eliminated one of the most repetitive pain points in mortgage broking — the endless cycle of manual document chasing. What used to take hours of checking, emailing, and updating now happens automatically.

The broker’s inbox is cleaner, his CRM always reflects the current status, and his clients receive consistent, timely communication. The result is a smoother process for everyone involved, fewer delays, and more deals completed each month.

The automation now runs continuously in the background, turning what was once an administrative bottleneck into a fully self-managing workflow.

Tech Stack Used

• Email Platform: Outlook

• CRM: HubSpot / MyCRM (adaptable)

• Automation Engine: n8n

• Dashboard: Excel (live data refresh via n8n integration)

• Hosting: n8n Cloud (monitored 24/7)