6 Mobile BNTouch Workflows That Work From a Parking Lot

Six BNTouch workflows run cleanly from the mobile app in a parking lot between meetings: log a tracker note after a call ends, send an SMS text from the contact action menu, attach a document from the device gallery or BNTouch document library to an outbound message, scroll the in-processing report by status to triage stuck files, send a video message recorded on the phone instead of leaving voicemail, and assign a new lead a campaign and starting group from the contact actions menu. Each of the six has a tap path inside the BNTouch mobile app (iOS and Android). None requires the LO to be at a desk. The LOs who run their day from the phone close more loans than the ones tethered to a laptop.

By Yuri Polukeev, Founder of BNTouch.

The mobile app is not a stripped-down version of BNTouch. It is most of the CRM with a touch interface. The six workflows below are the ones senior loan officers run from their phones between borrower meetings.

Workflow 1: Log a tracker note the moment a call ends

The mobile app syncs tracker events both directions with the web client, so a note logged on the phone shows up in the desktop tracker the next time the LO opens BNTouch on the computer. After a borrower call, open the borrower record, tap the actions icon next to the contact name, “tap add tracker note” [9sBnV538z0o m3]. Type a one-line summary. Save. The conversation is recorded against the record while the details are still fresh. The training video covers the latest events filter for review. “Organizing events by time period you can also search for specific types of events using the filter icon in the upper left corner of the screen” [9sBnV538z0o m2]. Useful when a team member hands off a record and needs to scan the last week of activity.

Workflow 2: Send an SMS from the contact actions menu

From any borrower record, the actions menu has send text SMS as an option. Tap it. “You can either choose send text SMS to use the BNTouch SMS process described before, or tap the default app option to start an SMS message in whatever app you usually use to handle text” [y_PP6o9jdm0 m5]. The BNTouch option keeps the message logged in the tracker and uses the BNTouch Voice phone number. The default app option uses the LO’s personal SMS but loses the tracker logging. Use BNTouch for everything that should be part of the client record. The mobile SMS inbox is also where the LO sees borrower replies. “Your SMS inbox is separated into two tabs, all message history and unread messages” [y_PP6o9jdm0 m1].

Workflow 3: Attach a document from the gallery or BNTouch library

Inside an outbound SMS or email on the mobile app, the plus button lets the LO attach files from the BNTouch documents library or directly from the device gallery. “Tapping the plus button to the right you can access your BNTouch documents library or look for files on your mobile device’s gallery” [y_PP6o9jdm0 m3]. Useful for sending a rate sheet, a doc checklist, or a screenshot of the closing disclosure to a borrower who asks about it while the LO is between meetings. The document attaches to the borrower record’s tracker as part of the outbound message.

Workflow 4: Triage the in-processing report from the phone

The in-processing section of the mobile app has two views: records and reports. “The in-processing section of your mobile app is separated into two parts, the records view and the reports view” [bAHsPHm5Zy8 m1]. The records view lists every borrower currently in processing, sorted by stage. Tap any row to expand and see “lead source, property address, next stage in processing, loan program, and current marketing sequence step” [bAHsPHm5Zy8 m2]. The reports view shows a graphed total of combined loan amounts or borrower counts by processing stage. Useful for a 30-second pipeline health check before the next meeting.

Workflow 5: Send a video message instead of leaving voicemail

The mobile app supports recording and sending video messages directly to a borrower as a tracker-logged outbound communication. From the actions menu, “tapping send video message” [oLJI541qYIY m4] opens the recorder. Record the message, preview, send. The video lands as a video email or video SMS depending on the configured channel. Borrowers reply to video messages at notably higher rates than voicemails because a video is faster to consume and the LO’s face creates connection that a voice-only message does not.

Workflow 6: Add a new lead with campaign and group assigned

Met a new prospect at a networking event? Add the record from the phone before getting back in the car. Tap the plus icon in the database tab to create a new record. Enter contact info and mortgage details. The training video describes the campaign and group assignment flow inside the record creation. The LO can be “assigned to groups and added to the marketing sequence using the menus below. Specific campaigns can be started for the new contact using the start campaign menu” [oLJI541qYIY m5]. By the time the LO leaves the parking lot, the record is in BNTouch, on the right campaign, and routing through the right marketing sequence.

What mobile-only workflows do not solve

Two honest limits. One, complex campaign-building tasks (creating new templates, building multi-step automations, editing email designs) are clunky on a phone. Save those for the desktop. Two, push notifications need to be turned on. The mobile app supports per-event notification preferences. “Tap the check box to enable or disable notifications for any of the listed options” [oLJI541qYIY m15]. If notifications are off, the LO will miss the lead alert that the in-parking-lot workflow relies on.

See the six mobile workflows on a sample LO day

If you want to see the mobile app’s tracker logging, SMS, document attachment, in-processing reports, video message, and new lead creation running together, the fastest path is to request a demo and ask the BNTouch team to walk through the iOS or Android app with a sample pipeline loaded. The mortgage CRM overview covers the mobile app as part of the platform.