Summary
A broker relying on several introducer relationships, estate agents, solicitors, and other partners, had been stitching together a general-purpose sales CRM for pipeline and contacts with a separate mortgage-specific tool for casework and compliance, re-entering the same client details in both. Neither gave introducers a way to see their own referrals. Moving to Cleera replaced both systems with one platform, including a portal scoped to each introducer.
Challenge
This broker works with a number of introducer partners, the kind of estate agents, solicitors, and accountants who send referrals regularly. Day to day, the broker ran two separate systems: a general-purpose sales CRM for pipeline and contact management, and a separate mortgage-specific tool for casework, documents, and compliance. The two didn't talk to each other, so client details and case notes were entered twice, and it was easy for one system's record to drift out of sync with the other's.
Neither system gave introducers a way to see their own referrals. Every lead arrived by email or phone and had to be re-typed into whichever system it belonged in, a delay of anywhere from a few hours to a day depending on when it was noticed.
Introducers had no visibility of what happened to a referral after they sent it, so several called or emailed most weeks to ask, which pulled the broker away from casework.
Giving an introducer access to either system risked exposing referrals, notes, or case detail that belonged to other partners, so the broker had never offered access at all.
Solution
The broker replaced both systems with Cleera, running pipeline, client records, casework, and compliance in one place instead of two.
Each introducer was set up with their own login to a branded referral partner portal, inside the same platform the broker already worked in.
Introducers submit leads directly through their portal. Each submission creates a case automatically and assigns it to an adviser within the same minute, with nothing to retype into a second system.
Portal access is scoped per introducer, so each partner sees only the referrals they personally submitted, never another partner's business.
Notes between the broker and a specific introducer sit on the case itself, clearly marked as visible to that partner, separate from the adviser's own private case notes.
The insights page breaks down conversion rate, revenue, and time to completion by introducer, so the broker can see which relationships are worth investing in.
Before and after
Results
Client and case information now lives in one system instead of two, so nothing has to be kept in sync or re-typed a second time.
Introducers check referral status in their own portal instead of calling, cutting a several-times-a-week interruption down to close to none.
Leads arrive as a working case within the same minute rather than a message to transcribe into whichever system it belonged in, so casework starts sooner after a referral comes in.
The broker now has a clear, partner-by-partner view of which introducer relationships convert, rather than a general sense of who sends good leads.
“I was running two systems and neither one let my introducers see anything. Now it's one platform, and they check their own portal instead of ringing me.”
Frequently asked questions
- Why was this broker running two systems before?
- A general sales CRM handled pipeline and contacts but had no mortgage-specific casework or compliance features. A separate specialist tool covered casework but had no way to bring introducer partners into the process. Cleera replaced both with one platform that does pipeline, casework, compliance, and introducer access together.
- Can each introducer only see their own leads?
- Yes. Introducer portal access is scoped per partner, so each one sees only the referrals they personally submitted, not other partners' business or the broker's wider caseload.
- Who is this outcome most relevant to?
- Brokers who rely on introducer relationships and are currently juggling more than one system, a general CRM, a separate mortgage tool, spreadsheets, or some combination, none of which cover introducer access.