Loan Enquiries, Leads and Follow-Up
Somebody asks about a two lakh loan on Monday. Whether they are still a borrower on Friday usually depends on who wrote it down.
The enquiry in the diary
A walk-in asks about a loan against a scooter. The officer writes the name and number in a diary, says bring your Aadhaar and papers, and moves on. Three days later nobody can say whether they came back. The branch manager asks how many enquiries came in last month and the honest answer is a guess.
What the enquiry holds
Who asked
Name, mobile, village or area, and how they reached you: walk-in, referral, an agent or a call.
What they asked for
Amount, purpose and the tenure they had in mind, recorded before anything is promised.
What they can offer
Income, existing loans and whatever security they have, enough to judge whether it is worth a file.
Documents still missing
A list against the enquiry, so the next call has a reason and the borrower knows what to bring.
Who owns it
One officer, by name, so it is nobody else’s to forget.
The next date
Every open enquiry carries a date to be acted on, which is what stops it going quiet.
Turning an enquiry into a file
No re-entry
When it becomes an application the name, amount and documents carry across rather than being typed again.
Refused, and why
A rejected enquiry keeps its reason, which is how you learn what you are turning away.
Still thinking
An enquiry that is neither dead nor live stays on a list with a date rather than disappearing.
Came back later
Somebody returning after six months is matched to their old enquiry instead of starting again.
What the branch can see
Enquiries this month
By officer, by source and by amount, which is the first honest measure of a branch.
Conversion
How many enquiries became files and how many files became disbursements.
Where they come from
Which agent, which village, which referral, so effort goes where it works.
Ageing
Enquiries older than a week with nothing recorded, listed for the manager to ask about.
Frequently asked questions
Can field officers record enquiries on a phone?
Yes. An enquiry can be entered from the collection app during a village visit, with the amount, purpose and documents needed, and it appears on the branch list immediately.
Does an enquiry have to become an application?
No. It can be closed as refused, as not interested, or left open with a follow-up date. Closing it with a reason is what lets you report on why enquiries do not convert.
How does it stop two officers chasing the same person?
Each enquiry has one named owner and is matched on mobile number, so a repeat enquiry attaches to the existing record rather than creating a second one.
Can we see which agents bring business worth having?
Yes. Enquiries carry their source, and the report follows them through to sanction and disbursement, so an agent who brings volume but no conversions is visible.
What happens to the data already in our diaries?
Existing enquiries can be imported from a spreadsheet, with the owner and follow-up date set, so the register starts with what you already have rather than empty.
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