Key Results

35%Agent engagement

40%Fewer support tickets

25%More repeat submissions

Background

MegaLoans lets real estate agents submit refinance and home equity deals for their clients. The agent portal was hard to use, and many agents gave up before submitting a deal.

The problem

• The interface was confusing and required a lot of manual entry.
• Agents couldn’t see where their deals stood, so they contacted support.
• Slow submissions stretched funding cycles and delayed revenue.

Interviews and surveys with agents, plus funnel data in Heap and Google Analytics, showed that 30% of agents abandoned deals before submitting. The main causes:

• A long application with too much manual input.
• No way to track a deal after submitting it.
• No guidance on required documents, which led to incomplete submissions.

What we built

• A redesigned dashboard showing the progress of each deal.
• Forms that pre-fill property and homeowner details from Flueid and CRM data.
• Status updates and notifications.
• Checklists that change with the deal, so agents submit complete applications the first time.
• A/B tests on the interface changes.

Results

• Submission rate rose 30% once the new forms cut down manual entry.
• Agent engagement, measured as time spent in the portal, rose 35%.
• Support tickets fell 40%.
• Repeat submissions from agents rose 25%.
• Cleaner submissions led to faster closings.

What I learned

Agents kept using the portal when it saved them typing and showed them where their deals stood. Giving them that visibility also took a lot of load off support.