Founded in 2018, My Mortgage Finder helps clients with adverse credit secure financing through specialist lenders. As the business grew to 30+ employees and 100+ daily mortgage inquiries, outdated phone setups and lack of CRM integration slowed them down. With CloudTalk, they scaled outbound calls, cut training and call review time in half, and transformed how their team operates — fully remote, fully integrated, and built for scale.
About My Mortgage Finder
Founded in 2018 by Joshua Tomlinson, My Mortgage Finder is a rapidly growing mortgage brokerage specializing in adverse credit lending. The company helps clients who have been rejected by traditional banks find specialist lenders willing to offer mortgage solutions. With a team of nearly 30 and growing, My Mortgage Finder also offers life insurance, critical illness coverage, and equity release services for older homeowners.
Problem
A Growing Team Stuck in Inefficiency
In 2018, My Mortgage Finder was just getting started — an ambitious idea backed by a small team, a single iPhone with a SIM card, and a mission to help clients with adverse credit secure financing. Fast forward to today, the company has grown to nearly 30 employees, handling 50-100 mortgage inquiries every day. As the company grew, so did its need for a scalable, efficient communication system to handle the increasing volume of inquiries. However, the technology they relied on was failing to keep up.
To understand how My Mortgage Finder transformed its operations, we spoke with AJ Pyper, Mortgage Advisor, and Sally Mitchell, PA to the Managing Director. AJ oversees the admin team and customer service, ensuring smooth daily operations and monitoring phone calls. Sally handles refund requests, credit control, and listens to calls for quality assurance. Her focus is on identifying issues in the customer journey and ensuring compliance.
Outgrowing a Basic Phone Setup
At the very beginning, we literally had one iPhone. Every morning, we’d check the team’s outbound calls manually, just me and our managing director, a notepad, and a lot of frustration. It wasn’t sustainable.
As the company expanded, they knew they needed a more structured approach to managing calls. They initially switched to RingCentral, hoping it would streamline operations. But as the team grew, so did the gaps in their setup.
At first, it seemed like a solid solution. But as we grew we realized we needed more features like call recordings, real-time monitoring, and seamless ways to coach our agents. Back then we weren’t able to monitor calls. We were physically sitting next to agents with headsets plugged into splitters, straining to listen in. If a splitter went missing, we had to scramble for a new one. It just wasn’t practical for a growing team.
The real tipping point came when they realized that their VoIP provider back then didn’t integrate with HubSpot, the CRM they relied on to manage leads and customer interactions. That’s when they decided to look for something better.
Evaluation
The Search for a Better Solution
Realizing they needed a platform that could integrate with HubSpot and improve efficiency, My Mortgage Finder sought recommendations. HubSpot pointed them to CloudTalk. After a quick evaluation, the team decided to switch.
When HubSpot recommended CloudTalk, we thought, ‘Why look further?’ The integration was there, the features made sense, and it addressed our biggest pain points.
Solution
100% Remote Call Monitoring & Coaching — No More Splitters
I don’t have to sit next to an agent with a splitter anymore. Now, I just click a button from my desk and listen live.
Real-time monitoring made it easier to listen in, but also enabled faster and easier onboarding for new starters.
Before, training meant shadowing agents in person. Now, new hires can listen to top-performing calls on their own time, saving us at least 1-2 hours per day on onboarding.
Fully Integrated with HubSpot — No More Copy-Pasting
Before CloudTalk, agents manually copied and pasted phone numbers into their system — a process prone to errors and delays.
Now, when an inquiry comes in, our team doesn’t touch a thing. Leads appear in CloudTalk automatically, and agents just click to call. It’s seamless.
Mobile Numbers to Increasing Answer Rates
Trust plays a big role in customer response rates.
Before, we only had landlines, and people weren’t answering. With CloudTalk, we can use mobile numbers, and our pick-up rates went way up. That small change made a huge difference.
Results
6X Increase in Call Volume — From 15 to 100+ Calls Per Agent
Now, if an agent makes less than 100 calls a day, we’re asking what happened.
CloudTalk’s Power Dialer allows them to queue up to hundreds of calls in a single session, keeping agents focused on meaningful conversations instead of wasting time manually dialing numbers.
Only about 20% of inquiries pick up on the first attempt. Before, following up was frustrating and time consuming. With CloudTalk’s dialer we can queue up those calls automatically, ensuring nothing slips through the cracks.
AI-Driven Call Insights Are Cutting Review Time in Half
Tracking disputes and analyzing sales performance used to mean listening to full-length call recordings, a time-consuming task.
Before, I had to listen to hours of calls to track down what went wrong with refund disputes. Now, the AI summarizes the call, and I instantly see whether it’s worth reviewing. It’s cut down my workload by 50%, easily.
The AI insights also uncovered crucial coaching opportunities.
I also love how it shows the balance between talking and listening. If a salesperson isn’t selling well, I can compare their call to a top performer — one listens 90% and talks 10%, while the struggling rep does the opposite. If I just tell them to listen more, they might ignore it. But when I show them the data it really clicks. The numbers make it real.
The Bottom Line: Better Communication, More Conversions
The time savings alone are massive. But beyond that, our ability to track, manage, and optimize customer conversations has completely transformed. I don’t have to take my laptop, sit next to an agent, and hope my battery doesn’t die. Now, I can be anywhere, monitoring calls and making sure things run smoothly. CloudTalk gave us back control.
