The challenge: Brokers spending half their week on data collection calls

Pinnacle Mortgage Solutions is one of Auckland's fastest-growing mortgage brokerages, handling residential and investment lending across the greater Auckland region. Every mortgage inquiry starts the same way: a broker calls the applicant, spends 12-15 minutes gathering income details, deposit status, property type, borrowing goals, and existing liabilities, then manually enters it all into the CRM.
With 900+ new inquiries a month and a team of eight brokers, pre-screening was consuming nearly half of each broker's working week. The brokers who should have been writing loans were instead spending their time on data collection calls, many of which ended with an unqualified applicant.
Only 38% of pre-screened leads were proceeding to a formal application. The rest were either unqualified, not ready, or had already gone elsewhere by the time Pinnacle called back.

The solution: Every inquiry pre-screened within 30 minutes, broker-ready files delivered automatically

Thrumble AI now handles every pre-screening call within 30 minutes of an inquiry being submitted. The AI speaks in a natural New Zealand English voice and runs through a structured qualification flow: income and employment details, deposit amount and source, property type and price range, borrowing timeline, and existing debts.
The AI scores each applicant against Pinnacle's lending criteria in real time and produces a broker-ready file: fully structured, pre-scored, and pushed directly into the CRM with a recommended next step (proceed to application, request documentation, or nurture for later).
Applicants who don't meet criteria are given a clear, friendly explanation of what they'd need to qualify and offered the option to be recontacted in three or six months.

The results: The numbers speak for themselves

• 900 applicants pre-screened per month, every one contacted within 30 minutes of inquiry.

• Broker admin time on pre-screening reduced by 60%. Brokers now receive fully structured, pre-scored files instead of raw leads.

• Qualified lead rate increased from 38% to 52%, because faster contact meant fewer applicants had moved on.

• Average pre-screening call duration: 3 minutes 10 seconds, down from 13 minutes with brokers.

• CRM data completeness: 98%, up from 54% under manual entry.

The commercial impact: $1.9M in additional commission revenue. Deployed in 5 weeks.

The time recovered across eight brokers is equivalent to $280,000 NZD per year in productive capacity, now redirected to writing and settling loans.
The 14-percentage-point increase in qualified lead rate has added an estimated 126 additional settled loans per year, worth approximately $1.9 million NZD in additional brokerage commission revenue.
Deployed in 5 weeks.

900 leads pre-screened monthly. 52% qualification rate. $1.9M in additional commission revenue.