Mortgage Brokers
Northline Lending
Brisbane, QLD · 4 brokers · 2 support staff
A brokerage drowning in rate-news call surges and stalled files put CallableAI on its phones and its trail book. Ninety days later: every enquiry answered, settlement times down nine days, and $31M in review pipeline surfaced from fixed-rate expiries nobody had time to call.
$0M
review pipeline surfaced from the trail book
0
days faster to settlement, on average
0%
of enquiries contacted — every channel, every hour
0
missed calls on rate-announcement days since go-live
The challenge
Northline's four brokers were writing solid volume, but the practice ran on interruptions. Every rate announcement turned the phones into a hotline; every busy settlement week meant new enquiries waited a day for callbacks — and a first-home buyer who waits a day has usually found another broker.
The quieter cost sat in the trail book: 1,900 past clients, hundreds with fixed rates expiring inside a year. Everyone agreed those were the easiest conversations in finance. Nobody had ever had time to make them.
The rollout
Weeks 1–2
Numbers moved to Callable Cloudphone with hunt groups across the four brokers and a Specialist as the catch-all. Rate-day talking points loaded so surge calls get consistent, compliant answers, with genuinely urgent clients routed straight to their broker.
Weeks 3–4
Tasks connected to the CRM and lodgement platform. Document chasing switched on: any lender request triggers same-day call-and-text follow-up with applicants until the file moves. Website and portal enquiries wired to 60-second Specialist callback.
Month 2–3
The trail book campaign launched: every client with a fixed rate expiring in 120 days gets a warm check-in call, booked into their broker's diary if there's an opportunity. Analytics dashboards went live per broker and per lead source.
“Rate announcement days used to be carnage — fourteen missed calls by 10am. Now every client gets answered, the panicked ones get calmed with our own talking points, and my brokers just write loans. The trail book campaign alone paid for a year of CallableAI in a fortnight.”
Renee Calloway · Principal Broker, Northline Lending
The results
Enquiry contact rate went from 'most, eventually' to 100% within a minute — and stayed there through two rate announcements that would previously have buried the office.
Document chasing cut the average file's stalled time by nine days. Two settlements that would have blown their finance clauses didn't.
The fixed-rate expiry campaign reached 84% of eligible clients in live conversations and booked 143 reviews — $31M of refinance pipeline the practice already owned but had never worked.
Northline didn't buy a single lead. The growth came from answering what already rang and calling who they already knew — at a speed and consistency no human team could sustain.
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