100% Digital Loan Management for Open Road Impact

Open Road managed its loan lifecycle through a combination of Word documents, email, spreadsheets, and manual handoffs between teams, with no standardized system in place across inquiry, application, and servicing stages.

Potential borrowers were approached differently depending on the team member involved, creating an inconsistent experience for both applicants and staff. Their previous portal also required applicants to create an account before submitting an inquiry, causing drop-off at the very first stage.

At the same time, Open Road had no pre-screening mechanism in place, meaning ineligible inquiries regularly entered Salesforce and consumed staff time during review.
As applications progressed, operational overhead increased further. Staff manually collected and tracked multiple due diligence document types through email, moved files into Google Drive by hand, and managed document checklists outside of Salesforce. Financial scoring was completed manually in spreadsheets and only introduced later in the application stage, limiting early visibility into deal quality.

Open Road needed a flexible solution that could manage complex data collection, support evolving lending requirements, and create a consistent experience across the full loan lifecycle inside Salesforce.

Open Road implemented a Titan Experience Studio portal inside Salesforce to manage inquiry, document collection, pre-disbursement, and loan signing through a structured process.

The process begins with a public inquiry portal where potential applicants complete a pre-screening form before accessing the full inquiry form. Conditional logic filters out applicants who do not meet funding criteria before they reach Salesforce, while eligible applicants can continue without creating an account.

Submitted inquiries automatically create lead records in Salesforce, and financial information directly inside the CRM.
For applicants progressing into due diligence, Titan provides a dedicated application portal where all required documentation, narrative responses, impact details, and supporting files can be submitted in one place.

Uploaded files connect directly to Salesforce and Open Road’s due diligence checklist, automatically marking items as received. Staff can also request additional documentation through ad hoc document requests managed directly within Titan.

Approved applicants then move into a pre-disbursement portal to submit KYC and additional funding documentation. Titan routes applicants to the correct portal sections based on their current stage in the loan lifecycle.

Open Road also uses Titan to generate, send, and manage loan documentation and term sheets through an eSignature process connected directly to Salesforce.

100% Digital Loan Management
Titan replaced inconsistent, manually managed processes with a structured lifecycle across inquiry, due diligence, pre-disbursement, and loan signing inside Salesforce.

Replaced Email-Based Submission
Applicants can now complete inquiries, upload documents, provide due diligence information, and sign loan documentation through a single portal instead of managing submissions across Word documents and email threads.

Reduced Inquiry Drop-Off
Removing the account creation requirement from the previous portal increased completed submissions by reducing abandonment at the first stage.

Prevented Ineligible Inquiries from Reaching Salesforce
Pre-screen logic filters out ineligible applicants before they reach the inquiry form, ensuring no irrelevant data reaches Salesforce and reducing staff time spent assessing and declining submissions.

Eliminated Manual File Handling
Applicant files submitted through the portal connect directly to Salesforce and Google Drive, replacing manual email downloads, uploads, and checklist tracking. Due diligence items are automatically marked as received.

Automated Financial Scoring
Financial information submitted during the inquiry stage now triggers automated scoring inside Salesforce, replacing manual spreadsheet updates and giving the team earlier visibility into deal quality.

Greater Visibility Into Applicant Activity
Open Road expanded its use of Titan beyond external-facing processes to build internal projects that track portal performance and applicant behavior, giving staff deeper visibility into the lending experience and supporting ongoing process improvement.