Case Study: TFS Loans achieves consistent customer service and better lead control with FLG

Helping a leading loans company better control their flow of leads

TFS Loans, a consumer finance provider founded in 2003 that specialises in guarantor and unsecured personal loans, turned to FLG (a customer since 2012) to help better control a flow of up to 2,000 leads per day across 45 agents. Their core challenge was ensuring all staff—whether brand new or long-serving—deliver the same consistently excellent customer service across high-volume, variable workflows.

FLG was customised to mirror TFS Loans’ unique workflows and customer journeys, using step-by-step guidance and integrations with third-party systems to speed onboarding and standardise processes. As a result, staff find FLG intuitive and pick it up quickly, helping the business handle high lead volumes more consistently; the team also uses FLG’s bulk email and SMS features three to four times a month to communicate newsletters, updates and product announcements.

TFS Loans