Case study · Telecalling CRM
Case Study: A Telecalling CRM and Loan Pipeline for a Loan Marketplace
Advision runs a loan marketplace that turns website enquiries into loan applications through a team of telecallers. We built the system behind it: leads from the website, campaign links and spreadsheet imports land in one CRM; telecallers log every call outcome and follow-up; and qualified customers move into a multi-lender application pipeline with KYC, document collection and eligibility matching, all with role-based access across branches.
By Web Your Vyavsay team · Published
Drafted with AI assistance. Claims are checked against the sources listed below and reviewed by our team.
The challenge
A loan marketplace lives or dies on how quickly a caller reaches a new enquiry and how well every conversation is followed up. Before a single system, the work was spread across places that did not talk to each other.
- Leads arrived from website forms, campaign pages and spreadsheets.
- Each telecaller tracked call outcomes and callbacks in their own way.
- One customer could apply to several lenders, each at a different stage.
- Documents and updates were exchanged over WhatsApp and phone calls.
What we built
- Lead management: capture, assignment, bulk import from CSV or Excel, and statuses from new to converted.
- Telecalling: call-outcome logging, a follow-up queue and a reminders work queue for every caller.
- Customer profiles with KYC, income and employment details, assigned to staff.
- A multi-lender application pipeline: one record per customer and lender, with an 11-stage status history.
- A lender and product master with eligibility rules, matched against each customer’s profile.
- A document checklist with secure links customers use to upload documents themselves.
- A credit score check for customers on the public website.
- Branches with branch-scoped managers, and role-based access for admin, HR, manager and employee.
- WhatsApp (Meta Cloud API) and SMS notifications, plus dashboards and exportable reports.
How the telecalling workflow runs
- 1
A lead arrives
From the website, a trackable campaign link or a spreadsheet import, straight into the CRM.
- 2
It is assigned to a telecaller
The lead appears in that caller’s list with its source and history.
- 3
The call outcome is logged
Every call is recorded with its result, and any callback is scheduled.
- 4
Follow-ups come back on time
Scheduled callbacks appear in the reminders queue, so no lead is forgotten.
- 5
Qualified leads become customers
KYC and income details are captured and documents collected through secure links.
- 6
Applications go to matching lenders
Eligibility rules suggest lenders, and each application is tracked stage by stage.
Technology
The admin application is built with React and TypeScript; the API is written in Go on PostgreSQL, with object storage for documents and a background scheduler that sends reminders and WhatsApp and SMS messages. Everything runs in Docker containers behind Nginx.
The same engine, reused
The telecalling engine, roles, branches and reminders were later reused for a study-abroad admissions CRM. That version adds cloud calling: a counsellor clicks to call, their phone rings first, the call is bridged to the student from the company number, and the conversation is recorded against the lead.
Is a custom telecalling CRM right for you?
- Yes, if your calls feed a multi-step process, such as loan applications, admissions or insurance policies, that a generic dialer app cannot track.
- Yes, if leads come from several sources and must be assigned, followed up and reported on by branch.
- No, if your team only needs a call list and basic notes; an off-the-shelf telecalling app will be cheaper.
Web Your Vyavsay builds the software only. Your team makes the calls.
Case study
Frequently asked questions
What is a telecalling CRM?
A telecalling CRM is software for teams that work leads by phone. It assigns leads to callers, records the outcome of every call, schedules follow-ups and shows managers how each caller and lead source is performing.
How is a telecalling CRM different from a regular CRM?
A regular CRM centres on accounts and deals. A telecalling CRM centres on the call: queues, outcomes, callbacks and caller productivity, often with click-to-call and call recording.
Can it import our existing lead spreadsheets?
Yes. The system built for Advision imports leads in bulk from CSV and Excel files, so existing lists move in without retyping.
Can the CRM make and record calls?
Yes, with a cloud telephony integration. The study-abroad version rings the counsellor first, bridges the call to the lead from the company number and stores the recording on the lead.