Marathon Mortgage · Renewals · AI Jenny

Automation design

Design sketches for the renewal follow-up system. Everything counts backwards from each borrower's own renewal date.

The flow, start to finish

1 Renewal date on the borrower's file 2 Stage timer fires a set number of days before that date 180 · 150 · 120 · 90 · 60 · 35 · 18 3 File is read see the next diagram Stops here no email, no call 4 Stage email carries a booking link 5 Two days 6 File is read again same reading, before dialling Stops here the call is not placed 7 Jenny calls script written for this stage 8 Outcome written to the file this is what the next reading sees 9 Outcome Appointment booked confirmation takes over Closed out sequence ends Flagged a person takes over no answer · voicemail · not right now → waits for the next stage timer back to step 2
Steps 3 to 8 repeat at each stage. The file is read twice inside every stage — once before the email, again before the call.

What the reading looks for

The file is read before every email and every call An appointment is booked from a call, or the borrower used the booking link Already renewed said so on a call A clear no said so on a call Asked not to be contacted on a call, or opted out of an email Renewal date has passed the date on the file Complaint · hardship · legal · fraud came up during a call Appointment confirmation instead of the sequence Sequence ends nothing further goes out on any channel A person takes over automation stops Each state above is written to the file automatically at the end of a call, or by the borrower's own action.
Nothing here is a judgement call — the reading only acts on what is already recorded.

Screened out before the sequence starts Added 17-Aug

NEW 6-month product a short-term renewal already on a 6-month term NEW GP-NO Gary's own no-contact flag on the file NEW Midterm lead already mid-conversation on a different track Excluded — sequence never starts no email, no call, ever, for this file Checked once, the same moment the renewal date is first put on the file.
Three categories the client flagged after seeing the first version of this design — none of them should ever receive an email or a call, so they are filtered out before the sequence begins rather than caught partway through.

Timing

Renewal date quiet period nothing goes out 180 email → call 150 email → call 120 email → call 90 email → call 60 email → call 35 email → call 18 email → call days before the renewal date Seven touchpoints, each one an email with the call two days behind it Loaded with fewer than 18 days left joins at the last touchpoint, call the next day
A file loaded partway through simply joins at the matching point — earlier touchpoints are skipped, never replayed.

What each call leaves behind

The call ends nothing typed by hand The outcome How they prefer to be followed up A short summary Signals, where they came up staying in the property · a broker already in touch The full transcript Read before the next contact this is the reading in step 3 and 6 Reporting reached · booked · at risk of leaving
The same record does both jobs — it decides the next contact and it is what the reporting counts.