Heron Data, a leading provider of artificial intelligence solutions, has partnered with TFS Financial to enhance its broker desk operations. This collaboration enables TFS to automate document-heavy workflows, significantly improving credit decision processes. By leveraging Heron’s intelligent document-processing platform, TFS has successfully automated over 4,000 decisions each month, effectively eliminating the need for manual data entry.
Streamlining Operations and Improving Efficiency
Prior to implementing Heron’s technology, TFS faced substantial challenges with its broker desk operations. The team was burdened with repetitive tasks such as copying and pasting decision details from emails into their customer relationship management (CRM) system, uploading files, and monitoring inboxes to ensure deals progressed smoothly. This labor-intensive workload consumed valuable time, with employees spending up to 5 minutes on manual work for each decision. Overall, this equated to more than 200 decisions per day, representing the equivalent of two full-time employees dedicated solely to administrative tasks.
Recognizing the need for improvement, TFS approached Heron Data with the objective of streamlining their processes. With Heron’s automation in place, the decision-making process now operates end-to-end without manual intervention. This transformation allows decisions to be processed immediately, rather than waiting in an inbox, enabling staff to concentrate on more strategic tasks like managing lender relationships and matching deals effectively.
“Rather than uploading decisions all day, my team can now focus on making sure the right applications get to the right lenders — and that we’re getting approvals back faster for our customers,” said Sydney Stewart, Manager of Broker Desk at TFS.
Significant Impact on Customer Experience and Employee Engagement
Since the adoption of Heron Data’s automation, TFS has reported significant improvements in several key areas. The firm now automates 4,000 decisions each month, which has resulted in near real-time turnaround times for customers. The streamlined operations have led to organized inboxes and clearer workflows, allowing the team to remain focused on high-priority tasks.
This shift not only enhances operational efficiency but also boosts employee engagement. Staff members are now able to dedicate their time to proactive, meaningful work that drives the business forward. As a result, the broker desk at TFS has become more efficient, providing customers with quicker responses while employees engage in tasks that truly matter.
For brokers, speed and accuracy are critical. The burden of manual tasks can lead to slower turnaround times, missed opportunities, and a negative customer experience. By automating administrative functions, Heron Data allows finance companies like TFS to prioritize what drives revenue: approvals, lender relationships, and customer satisfaction. TFS’s positive results serve as a strong testament to the effectiveness of this partnership, and the company plans to expand the use of Heron’s solutions across its entire lender network.
