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Case Study · Financial Services / Loan Processing · CRM & RPA

They Hit a Wall With Off-the-Shelf Loan Software. This Time, There Was No Wall.

In 2019, Deliver Capital was running loan processing on third-party software that had gone as far as it could go: no way to customize it, no way to extend it, and thousands of dollars a month in licensing that still only covered part of their process. Vertekx replaced it with an open-source SuiteCRM foundation built to grow, and has never stopped extending it since.

LICENSED CEILINGOPEN FOUNDATION
SuiteCRMDocuSignTwilio SMSRPA (Chrome Extension)Broker PortalGoogle Docs
9 PhasesA decade of deliberate extension, each phase adding real capability
Top 5 LendersAutomated matching narrows every application before submission
$0 LicenseThe old thousands-a-month third-party fees, retired for good
The Challenge

A system that worked, right up until it couldn't

Deliver Capital's existing loan software worked partially, but it had a ceiling. Whatever wasn't already built in couldn't be added, and the business had already outgrown what it offered, while still paying thousands a month for a system that only covered part of an end-to-end loan process.

The gaps showed up in the data itself. It couldn't hold complete financial statements or handle a loan with more than one borrower, both routine parts of the actual business, and contracts lived entirely outside the system, so a question as simple as “has this customer signed yet?” meant looking somewhere else.

Thousands a month, partial coverageA licensing model charging heavily for a system that still only covered part of the loan process.
No path to extendOnce the built-in functionality was exhausted, nothing more could be customized or added.
One borrower onlyNo support for multi-borrower applications or full personal and business financial statements.
Contracts tracked elsewhereSignatures lived outside the system, so who had signed and who hadn't was never in one place.
The Solution · A Foundation That Kept Growing

Nine phases. Each one added real capability, not a rerun of the last.

Vertekx walked the entire business lifecycle end to end before writing a line, then chose SuiteCRM precisely because it's open source, so nothing about the platform would ever become a dead end again. What followed was a decade of deliberate extension.

PHASE1
FoundationGet the data model right first: complete personal and business financial statements, multi-borrower applications, and contracts tracked natively, reaching parity with the old software before adding anything new. Then Deliver Capital cut over completely and retired the licensing fees.
Data modelFull cutover
PHASE2
Onboarding on autopilotDocuSign sends a customer's contract automatically the moment onboarding begins. Once signed, the executed document flows back in and updates its own fields, and portal access opens only after the signature is confirmed.
DocuSignAuto-updating fields
PHASE3
Matching customers to lenders, deliberatelyA rules engine pulls each customer's credit report, analyzes it for discrepancies and derogatories, and combines that with their financials and requirements, encoding Deliver Capital's own lending experience to narrow the field to the top five lenders worth submitting to.
Credit analysisTop-5 matching
PHASE4
Talking to customers in real timeA Twilio SMS integration with a fully custom, chat-style view inside SuiteCRM lets the ops team and a customer go back and forth about missing documents without leaving the system or waiting on email.
Twilio SMSIn-CRM chat
PHASE5
Bringing brokers into the same systemBrokers get the same DocuSign onboarding, then a dedicated portal for submitting their own clients. The service-fee split is calculated automatically, and the broker's share transfers the moment a loan is approved.
Broker portalAuto revenue split
PHASE6
Automating the submission itselfAn RPA Chrome extension, routed through a VPN to the customer's residential location, pulls CRM data and fills each selected lender's forms automatically, turning hours of manual entry into a review-and-approve step.
RPAVPN-routed
PHASE7
Extending to a second productThe same CRM and RPA pattern extended cleanly to credit card approvals and applications, a second product line reusing the process Deliver Capital already trusted, instead of starting over.
Credit cardsPattern reuse
PHASE8
Qualifying before processingA pre-qualification engine now runs at the very first step: it pulls the credit report, weighs what's strong and cautionary, and routes customers either into loan processing or first to the separate credit repair product, returning once their credit improves.
Pre-qualificationSmart routing
PHASE9
Contract wording without a developerA Google Docs integration lets the ops team manage each contract type's write-up directly in a Doc, with SuiteCRM always pulling the current version. Changing contract language is now minutes of self-service, not a queued dev request.
Google DocsSelf-service
Signature Build · The RPA Tool

Hours of multi-page form filling, down to review and approve

Submitting an application used to mean the operations team filling out multi-page forms by hand, for every lender, for every customer. The RPA tool, a Chrome extension routed through a VPN to the customer's residential location, pulls data straight from the CRM and fills each selected lender's forms automatically. The team's job shrank to a final check.

Hours, by handOne review
VPN · RESIDENTIAL EXITCONNECTED
United States
exit: residential · local
Pulling from SuiteCRM record
LENDER APPLICATIONAUTO-FILL
APPLICANT NAME
Matthew Thompson
ANNUAL REVENUE
$ 678,000
LOAN AMOUNT
$ 200,000
EIN / TAX ID
12-3456789
Ready for operator review
The Results

One platform, the whole loan, and room for the next idea

The old system's licensing fees, thousands a month for partial coverage, are gone
One platform covers the full loan process end to end, including multi-borrower applications and complete financial statements
Every customer's contract status is visible directly in the system, with no separate tracking
Missing documents get resolved over a real-time, chat-style SMS thread built into the CRM
Applications go to a deliberately matched top five lenders, based on the agency's own lending logic
Brokers onboard, submit clients, and get paid through the same system, revenue share transferred automatically on approval
RPA turned hours of multi-page form filling into a review-and-approve step
The platform extended to a second product line, credit cards, without a rebuild, and now pre-qualifies before a full application

Outgrown a system that can't be customized any further?

Let's talk about building on a foundation that grows every time your process does, instead of one you pay to be limited by.

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