The challenge
Post-disbursement welcome letters were generated in batches, on Tuesday and Wednesday mornings. The process consumed 8 person-hours every week: pulling the disbursements, assembling each letter, reviewing it and sending it out.
For the customer the experience was worse: the letter arrived 1 to 3 business days after the disbursement. Right when they are starting their loan and expect the most attention, the institution’s first communication showed up late.
The solution
We automated generation end to end:
- The letter is generated automatically at the moment of disbursement — no batches, no fixed days, no waiting.
- Loan data comes straight from the operation: no transcription, no hand-built templates.
- The team only does follow-up: about 30 minutes a week to confirm everything went out.
The results
- Team effort: from 8 person-hours to 30 minutes a week.
- Delivery to the customer: from 1–3 business days to between 1 and 120 working minutes after disbursement.
- The Tuesday-and-Wednesday batch is gone: each letter goes out the moment its disbursement happens.
The welcome letter stopped being an operational chore and went back to being what it should be: a timely first contact with a new customer.
What’s next
Apply the same pattern to the rest of the loan lifecycle communications — reminders, certificates, settlement letters — so every document goes out at the moment of the event that triggers it, not in next week’s batch.