Solid designed and delivered a fully automated loan claims management platform, built on HubSpot and extended through a modular, event-driven architecture. Starting from a blank slate, the solution supports a legally sensitive, highly regulated process with zero tolerance for errors, while operating reliably at extreme scale.
A production-ready MVP was delivered in two months, and the platform evolved throughout the year with new workflows, validation layers, and integrations without disrupting live operations. Today, the system supports 100K contacts and 60K deals daily, delivering measurable impact across operations, compliance, and customer experience.
This project proves that HubSpot can serve as the operational backbone for mission-critical, regulated processes at enterprise scale.
The client is a legal-tech company specialized in large-scale loan claims management, operating in a regulated environment. Each claim requires strict identity verification, AML screening, document audits, and financial eligibility checks, governed by regulatory frameworks and oversight bodies.
There were no systems, workflows, integrations, or data infrastructure in place. The entire operational ecosystem had to be designed and deployed from scratch.
The challenge was to design a loan claims engine capable of managing the full customer journey end to end while sustaining very high daily volumes. The process itself was multi-stage and legally sensitive, requiring strict auditability, zero tolerance for errors, and seamless coordination across the CRM and 8 external services, including OpenAI, YouSign, LexisNexis, and Valid8.
Adding to the complexity, the platform had to be built and expanded while live, with an active MVP and over 40 sales users working daily. New APIs, form engines, validation layers, and integrations needed to be deployed continuously without disrupting operations.
Solid addressed this challenge by designing a compliance-first orchestration model specifically built for high-volume and legally sensitive processes. This model defines how data, validations, integrations, and decisions are governed at scale, with HubSpot used as the control layer.
In this approach, HubSpot functions as the system of governance, where process state, decision logic, and auditability are enforced. Instead of relying on standard CRM automation, we implemented a deterministic orchestration layer that controls how data enters the system, how validations are executed, and how each step progresses under strict compliance rules.
Execution and validation are handled by modular backend services, keeping the control layer focused on governance and decision-making. This allows complex operations, such as identity verification, AML screening, document processing, and eligibility checks, to scale independently without compromising visibility or control.
As a result, the platform can evolve continuously: new workflows, integrations, and validation logic are introduced without disrupting live operations or the sales team, while preserving compliance, stability, and operational clarity.
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The solution is implemented through a modular, event-driven architecture hosted on AWS, designed to scale independently across components and remain resilient under peak load. The architecture was explicitly designed to operate safely near HubSpot and third-party API limits, while sustaining extreme throughput.
Key architectural elements include:
Horizontally scalable infrastructure behind load balancers
Secure storage for logs, queues, and immutable audit records
Encrypted, queue-based processing with retry and rate-limit safety
Webhook-driven orchestration between HubSpot and external systems
Dedicated services for identity verification, AML screening, eligibility checks, document handling, CRM synchronization, and e-signatures
Custom APIs enabling secure data and document ingestion from partners
This design ensures reliable performance despite traffic spikes, execution errors, or third-party rate limits, while maintaining full operational control from HubSpot.
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Instead of a monolithic flow, the platform implements a multi-layer validation framework covering identity verification, AML checks, document completeness, financial eligibility, and compliance enforcement. Each layer advances only when the previous one is fully completed, ensuring deterministic decisions and a complete audit trail.
A custom multistep Form Engine allows users to smoothly complete the registration process and document signing, or pause and resume submissions without losing progress. When sessions are abandoned, intelligent recovery workflows automatically re-engage users via email, SMS, and calls, fully synchronized with HubSpot.
Internally, tailored HubSpot UI customizations and agent workflows allow teams to manage complex processes directly within the CRM, improving speed, clarity, and consistency.
AI plays a foundational and carefully governed role within the platform.
A custom integration with OpenAI automates document and identity validation through real-time interpretation, quality checks, and deterministic “Valid / Invalid” outputs. When issues are detected, AI triggers personalized remediation workflows.
To mitigate risk, the system uses a double-verification model with independent AI agents. Results are cross-validated before acceptance, with low-confidence cases routed for controlled reprocessing or human review. All AI decisions are logged, auditable, and compliant with governance requirements.
85–90% reduction in manual ID review
Instant validation feedback (seconds vs. hours/days)
Higher completion rates, contributing to a 77% end-to-end conversion
Scalable validation with no linear increase in operational cost
Throughout 2025, the platform delivered measurable results that significantly improved both operational performance and business scalability. More than 620,000 contacts were processed through the system, with 478,000 completing signature, resulting in a 77% end-to-end conversion rate. The platform sustained peaks above 15,000 contacts creation per day and generated over 1.6 million deals, with daily peaks exceeding 50,000, confirming its ability to operate reliably at extreme volume.
Operational efficiency increased substantially. Approximately 90% of the end-to-end process is now automated, eliminating a large amount of manual work and saving more than 1,100 operational hours per month. This allowed the business to scale output without increasing headcount and enabled the team to focus on higher-value activities rather than repetitive operational tasks. In parallel, the system recovered 95,000+ abandoned sessions, directly increasing the number of eligible claims entering the pipeline without additional acquisition effort.
Time to market was another key impact. A production-ready MVP was delivered in around two months, allowing the client to start operating quickly while the platform continued to evolve through continuous deployments. New workflows, integrations, and validation logic were introduced without disrupting live operations or the sales team, ensuring business continuity throughout the year.
From an ROI perspective, the impact comes from structural efficiency rather than short-term wins. Automation removed the direct link between growth and operational cost, while smart validation and pre-filtering reduced unnecessary calls to third-party services. This lowered the cost per claim and improved unit economics as volume increased, supporting stronger margins at scale.
Strategically, the client gained real-time visibility into key operational KPIs, enabling better decision-making across volume, conversion, validation efficiency, and partner performance. The result is a future-ready operating model that supports growth across new products, regulatory requirements, and markets, while maintaining control, predictability, and compliance at scale.
This project shows how a complex, regulated, high-volume process can be made operational, reliable, and scalable when it is designed with control as a first principle. Starting from scratch, Solid built a loan claims platform capable of handling strict compliance requirements while supporting day-to-day operations at scale.
The focus was never just on automating steps, but on creating a system that teams could trust by structuring the process around clear validation logics, centralized governance, and predictable behavior.
As a result, the client now operates a claims process that runs with minimal manual intervention, supports continuous growth, and remains auditable at every stage. Changes can be introduced without stopping the operation, and teams have real-time insight into what is happening across the system.
Ultimately, this project demonstrates how HubSpot, when used as a true operational platform and combined with a solid architectural approach, can support mission-critical processes with confidence and control at scale.