Case Study: MCAP doubles funded volume with Finmo by Lendesk

MCAP doubles funded volume by 108% with Lendesk

MCAP, one of Canada's largest non-bank mortgage lenders, faced significant operational challenges. Its internal agents were constrained by time-bound phone interviews that created a 3-6 week backlog, limiting throughput and risking customer retention. Underwriters received inconsistent files that required manual corrections, and the company needed to scale its operations without increasing its salaried headcount. To address this, MCAP partnered with vendor Lendesk and implemented its Finmo platform.

Lendesk's solution replaced scheduled phone calls with an asynchronous digital intake process via Finmo, allowing borrowers to complete applications on their own time. This eliminated the intake bottleneck and provided agents with dozens of completed applications each morning. The platform also standardized borrower data for cleaner, underwriting-ready files. As a result, MCAP doubled its annual funded volume by 108% without adding new hires, increased daily agent throughput from five to over ten applications, and reduced application intake time by 75%.

MCAP