SPOTLIGHT
Industry: Real Estate
Solution: Salesforce Sales Cloud, Service Cloud, Experience Cloud, Salesforce Flow, Reports and Dashboards
Client Overview
A growing real estate investment and private lending organization needed a better way to manage its network of borrowers, lenders, companies, properties, and loans. Its existing processes depended heavily on emails, spreadsheets, PDF forms, and manual document exchanges, limiting visibility and making loan coordination increasingly difficult as the member network expanded.
The organization partnered with eTek IT Services to create a secure, scalable member management and private lending platform on Salesforce.
The Challenge
Loan requests required information to pass between borrowers, lenders, and internal administrators through several disconnected channels. Property details, rehabilitation estimates, photographs, supporting documents, approvals, and lender decisions were difficult to track in one place.
The organization also needed to support more complex business relationships. Without a centralized system, administrators lacked a complete view of each member, property, and loan throughout its lifecycle.
The Salesforce Solution
eTek IT Services designed and implemented a connected Salesforce platform that centralizes member information and supports the end-to-end private lending process.
Sales Cloud provides the core data model for managing borrowers, lenders, companies, properties, and loans. Experience Cloud gives borrowers and lenders secure access to their records and assigned transactions. Service Cloud capabilities support internal review, communication, activity tracking, and issue management.
Borrowers can initiate loan requests through the portal, enter property and financial information, upload property photographs and supporting documents, and optionally select a preferred lender. Andrew Holmes personnel can review the submission, add notes, request clarification, and provide initial approval. The lender can then review and approve the request before it moves to the administrative team for final approval and documentation.
Key Capabilities
The solution delivers a complete Borrower and Lender 360-degree view, bringing together member profiles, companies, properties, active loans, historical loans, documents, approval history, feedback, and communications.
Additional capabilities include:
- Secure borrower and lender self-service portals
- Automated loan initiation and approval workflows
- Multiple contacts and owners associated with a company
- Standard and premium borrower categorization
- Limited- and full-access lender categorization
- Primary and secondary lender support for partnership loans
- Property image and document uploads
- Loan closure and extension management
- Automated maturity-date reminders
- Emergency contact management
- Communication between lenders and administrators
- Configurable reports and dashboards
- Reporting by lender, organization, date, amount, and loan status
Administrators can monitor open, outstanding, and closed loans from dashboards and drill down into the underlying records. The platform also provides visibility into the total amount funded by each lender and the status of loans requiring attention.
Business Impact
The Salesforce platform replaced fragmented processes with a single, secure system for managing members and loans. It provides the organization with greater control, transparency, and operational consistency while improving the experience for borrowers and lenders.
The solution enables the organization to:
- Centralize borrower, lender, company, property, and loan information
- Standardize the loan submission and approval journey
- Reduce dependence on spreadsheets and email-based coordination
- Improve document and property-image management
- Give members secure self-service access
- Proactively manage loan maturity, extension, and closure
- Improve portfolio visibility through real-time reporting
- Establish a scalable foundation for future lending products and services
The Result
What began as a Loan Borrower 360 initiative evolved into a comprehensive private lending and member management platform. By connecting borrowers, lenders, administrators, companies, properties, documents, and approvals within Salesforce, eTek IT Services helped the organization build a more organized, transparent, and scalable operating model.