Handling a Surge in Applications with HLP’s New CRM
Industry
Mortgage & Protection Advice
Challenge
Just a few days before leaving for holiday, Melanie found herself racing against the clock. A sudden influx of mortgage applications arrived all at once. With her previous system, tackling that volume would have meant battling slow, manual processes, navigating disjointed tools, and risking delays that could impact both clients and income.
Results
With HLP’s New CRM in place, Melanie was able to manage the surge with confidence and control. The system’s intuitive layout and Easy-to-use processes enabled her to submit every application on time and remain fully compliant. Her clients saw no delay, and her business continued running smoothly while she was away.
Product
HLP CRM
Time Saved
Everyday tasks done quicker, giving more time to focus on clients
Improved Reporting
Access to clear, useful reporting helps advisers work, With regular improvements
Focused Training
Hands-on guidance ensures advisers feel confident using the system
Faster Fact Finds
Documents are produced with greater speed and fewer steps
“ The support from HLP has been outstanding. If I have any questions, they are always there with the answer, and I find them all so friendly and knowledgeable about the system, which is a great help”
Melanie Sixsmith
The Village Mortgage Company
"I have to say how much I am enjoying using the new CRM system from HLP. I switched over back in March and found the system easy to use and would recommend it to all HLP advisers. I find I can manage my time a lot better."
Melanie Sixsmith
The Village Mortgage Company
About The Village Mortgage Company
The Village Mortgage Company is a single-adviser firm that has been a valued member of HLPartnership for seven years. As the business has expanded, so has the need for a more efficient and scalable way to manage clients and deliver outstanding service. Recognising the importance of maintaining a highly personal and tailored approach, The Village Mortgage Company has adopted HLPartnership’s new CRM system to support its growth ambitions. This enhanced technology enables the firm to manage its expanding client base more effectively and ensure operational efficiency without sacrificing the quality of its service. By improving client management and administrative processes, the CRM allows more time to be devoted to meaningful client conversations and relationship-building, securing a sustainable foundation for continued success.
The Challenge
Just days before going on holiday, Melanie faced an exceptionally demanding workload. An unexpected surge in mortgage applications left her with nearly three weeks’ worth of cases to process in only a few days. Under her previous system, this would have presented a significant challenge. The processes were slow and fragmented, requiring repeated manual data entry and frequent switching between tasks. Managing such a high volume under tight time pressure would have increased the risk of errors, potentially compromised compliance, and led to delays for her clients.
The Solution
Melanie had recently made the move to HLP’s new CRM system. The platform was designed specifically to support advisers with everyday case management and client workflows. It offered a much more intuitive experience, helping her navigate through tasks quickly and efficiently. With clear, structured processes and full visibility across her pipeline, she was able to stay organised and focused. The added benefit of expert support from the HLP team meant that whenever a question came up, help was just a call or message away.
The Results
With the new CRM in place, Melanie was able to complete every application on time and be fully compliant. The system allowed her to manage the workload effectively, even in a time-sensitive situation. Her clients experienced no delays, and her business continued operating smoothly while she was away. The experience gave her confidence that she could step back when needed, knowing that both her clients and her business would be well looked after.
