2,100 Hours Saved With One System For Client Servicing

Following a surge in loan volume, Windmill Microlending faced a new challenge: managing increased loan volumes without expanding their team. In order to tackle this, we did process re-engineering, workflow automations, and introduced AI solutions

• The Challenge

Windmill Microlending’s success in increasing loan applications and approvals created a new set of operational challenges. As the organization’s loan volume grew, the staff found it increasingly difficult to manage the workload without adding significant headcount.

Much of their time was consumed by repetitive tasks, like manually following up with clients, managing delinquent accounts, and handling communications. These tasks, while essential, were pulling staff away from higher-value activities like strategy development and client relationship building.

Windmill was particularly concerned with two key issues: first, the simplified application process meant more follow-ups were needed at various stages; second, the management of delinquent accounts was resource-intensive, requiring numerous outbound collection calls.

The organization needed a solution that would allow it to manage this growing operational burden without adding new staff, while maintaining high-quality service and engagement with clients.

• The Solution

We implemented a set of automations that significantly streamlined Windmill’s operational workflows. First, we introduced CRM-integrated email automation for follow-ups, which allowed Windmill to automatically nurture clients at different stages of the application process.

These follow-ups were triggered by client actions—such as completing certain sections of the application or missing a deadline—so each email was timely and relevant. This eliminated the need for staff to manually track where each client was in the process, freeing up time for more strategic work.

Next, we introduced AI-powered communication tools, including ChatGPT and Grammarly, to improve the speed and quality of client interactions. These tools enabled staff to send polished, professional emails and responses more quickly, enhancing the overall client experience while reducing time spent drafting communications.

For delinquency management, we implemented an AI-driven follow-up system that replaced time-consuming outbound collection calls with an inbound approach. Automated reminders and follow-ups were sent to clients who had missed payments, prompting them to engage without requiring staff intervention.

• The Impact

The AI-driven automations had an immediate and measurable impact on Windmill’s operations. The email automation system alone saved hundreds of hours per month, allowing staff to focus on more strategic initiatives and high-value client interactions. By removing the need for manual follow-ups, Windmill was able to manage a growing client base without increasing headcount.

The AI-powered delinquency management system proved to be equally transformative. By automating follow-up reminders and shifting the focus to inbound client engagement, Windmill saw a significant reduction in the time spent managing delinquent accounts. This not only reduced staff workload by roughly 30% but also improved payment compliance, as clients responded more proactively to the automated prompts.

Overall, the introduction of AI into Windmill’s operations helped the organization scale effectively, maintain high-quality service, and create more time for staff to focus on strategic, value-added tasks—all without the need for additional hires.

Outcomes:

• 50% higher loan volumes y/y with no additional staff

• Retained 92 NPS (Client satisfaction score)