Mortgage funnel recovery: bring back the applicant to an unfinished mortgage
Mortgage application — a multi-step process with high drop-off. Recovery — stage-by-stage communication to bring them back.
Discuss Your ChallengeScenario
Customer started a mortgage application: requested pre-approval, partly uploaded documents, but did not provide income proof. Drop-off at this step is usually >40%. Without recovery — customer moves to competitor or postpones purchase.
Stage detection
Each step instrumented:
mortgage.application.startedmortgage.preapproval.receivedmortgage.docs.uploaded(per doc type)mortgage.appraisal.requestedmortgage.committee.approvedmortgage.contract.signedmortgage.disbursed
Drop-off — absence of next event in 3-7 days.
Action per stage
Stage A: pre-approval received, no docs uploaded. Push: “Add income proof — takes 2 minutes, after that we can give final approval”.
Stage B: docs uploaded incomplete. Personalised message about which doc is missing.
Stage C: appraisal pending — schedule a partner.
Stage D: contract signed, no disbursement — which last action is needed.
Channels: in-app banner, push, email, voice call for high-value.
What is measured
Completion rate per stage with vs without recovery.
Time to completion.
NPS impact.
What not to do
Do not send generic “do not forget about your mortgage” — irrelevant.
Do not stretch contact to a month — customer already lost.
Do not push 5 channels at once.
Related
- /en/architecture/banking-event-bus-architecture/ — event bus
- /en/architecture/banking-loan-origination-architecture/ — origination
- /en/insights/banking-mortgage-economics/ — mortgage
- /en/use-cases/banking-card-transaction-recovery/ — card recovery
What else is worth exploring
Topics from the same area we usually explore together
CRM
Not an off-the-shelf CRM, but a properly built customer management contour — from first contact to loyalty.
→SolutionBI
Analytics is not pretty charts on the wall. It's the answer to 'why?' before the problem becomes a loss.
→SolutionContact Center
The contact center is not a phone station — it's the point where a client decides: stay with you or leave. The question is how it's built…
→SolutionOnboarding
Onboarding is your company's first impression. If it takes 5 days and 12 paper forms, there won't be a second impression.
→I do not just write about this. I can come in, examine your situation and design a solution for your specific landscape.
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