QUICK NAVIGATION

Find a page.

Use the arrow keys to choose a result, Enter to open it, or Escape to close.

← All case studies

Jason Fransos · Delmar Mortgage · Mortgage lending · Follow-up + knowledge

Mortgage guidelines and borrower follow-up

I built tools for a mortgage professional to search lending guidelines and coordinate text and email follow-up with borrowers.

In daily use for 12 months; results in the client's account.

What the business needed

Guideline answers took 20 or more minutes to find, and routine replies and follow-up took at least an hour a day.

What I worked on

  1. 01Built a search tool that answers questions from mortgage guidelines.
  2. 02Automated text and email follow-up at the relevant stages of a borrower’s loan application.

KEY DECISIONS

Automate the known moments

Time follow-up to the stages of a borrower’s loan application rather than the mortgage professional’s availability.

Keep knowledge in the conversation

Return a direct guideline answer instead of asking the user to search a document manually.

What the project delivered

1,1851,185 pages of mortgage guidelines searchableAugust 2026 Fannie Mae Selling Guide, indexed for plain-language questions.
2Text and email follow-upText for time-sensitive touches, email behind it.
20xEstimatefaster guideline answersFrom 20 or more minutes per lookup to under one minute; 20 ÷ 1 = at least 20x. Client-reported timings.
12 monthsin daily useBoth systems, per the client's account.

Checks behind the work

These checks describe the software at the recorded point in the project.

2xEstimateThe client reported that his contact ratio doubled.Over 12 months with both systems in use, in the client's own account; not a conversion rate.

“My contact ratio has increased significantly because clients are hearing from me at the right time, without everything relying on manual outreach. Another huge advantage is how quickly I can search and find mortgage guidelines. Instead of wasting time digging through documents or second-guessing myself, I can get clear answers almost instantly, which has made me more confident and responsive when speaking with clients.”

Jason Fransos, Senior Mortgage Professional, Delmar Mortgage

NEXT STEP

Have a similar problem?

If you're working on something similar, here's how I can help. Connect your tools and data

Have a project in mind?

Tell me what you'd like to build or improve. We can talk through what you need and whether I can help.

Book a call with mepatrick@epiphanydynamics.ai