Request what is missing
Send a clear request tied to the borrower’s current step.
Lending outcome · Borrower follow-up
Follow up when the borrower needs help—not after the loan goes quiet.
Shastic helps teams request missing items, send timely reminders, capture documents, and bring an employee in when context or judgment is required.
What changes
Follow up consistently without flooding staff queues.
Keep momentum
Use approved reminder timing rather than relying on manual task queues.
Escalate intelligently
Bring staff in when the borrower replies with context, needs help, or reaches an exception.
Borrower follow-up playbook
Keep applications moving without losing the human conversation.
A stalled application is often a coordination problem: the borrower does not know what is missing, staff are following up manually, or a reply is stranded in a queue. A useful workflow makes the request specific, timed, and easy to hand back to a person.
Detect the missing item
Identify the document or action that blocks the next step.
Send a clear request
Use an approved message and channel that tells the borrower exactly what is needed.
Track and remind
Follow your consent, frequency, and contact-window rules for in-scope reminders.
Hand off a real reply
Route questions, hardship, disputes, or unusual situations to an employee.
Scope and safeguards: Communication channels, consent rules, content approval, and document destinations must be confirmed for your institution before activation.
What to measure before and after
Set a baseline for this specific workflow, then evaluate operational speed and quality together.
Time to first requestHow quickly is the missing item explained?
Document completionWhat share of requests are completed?
Staff chase timeHow many manual follow-up touches remain?
Turnaround timeMissing-item request to a complete, review-ready file. Include the time spent waiting for documents.
Evidence and expectations
This page describes a workflow to evaluate, not a published claim that Shastic has improved borrower completion rates for every institution. Discovery should establish a baseline and success criteria.
Questions to answer before implementation
Which communication channels are supported?
Channel support depends on the workflow and integration; Discovery confirms SMS, email, and in-system options.
How are consent and contact windows handled?
The institution defines approved consent, timing, and communication policies for the workflow.
When does an employee take over?
Employees take over for questions, judgment, sensitive context, or configured exceptions.
Where do collected documents go?
Documents are routed to the approved system and workflow defined during implementation.
Your numbers. Your opportunity.
What would a better lending day be worth?
Create a one-page value story with Shastic in Discovery: your current volume, staff time, turnaround time, quality baseline, and the outcome you want to reach.
Bring: monthly packets or loans, team size, minutes per file, receipt-to-response time, approval-to-funding time, and rework rate. We’ll separate measured facts from targets and assumptions.
Create your value storyStart with Discovery. Map your baseline, goals, and measurable opportunity.