Overview of Products

CTG builds solutions for CDFIs tailored to their needs, first focusing on the CDFI's most pressing concerns and biggest pain points. CTG works with CDFIs to build technology solutions for end-to-end loan servicing, business intelligence, and more.

How does the product fit into the work cycle of a CDFI?

CTG supports multiple points of a CDFI's work cycle. CTG establishes or renovates a core CRM (customer relationship management) platform, which allows users to manage multiple components, including relationships with clients, funding entities, and other partners.

The platform is then expanded to meet the needs of the client. CTG enables relationship management from the first point of contact into the application process and through underwriting and closing.

CTG also offers integrations with specific loan servicing platforms. CTG has completed a range of systems, including building out fundraising solutions, investment management solutions, technical assistance tracking, SBA reporting, New Market Tax Credit tracking, and more.

Leavitt stressed that CTG’s solutions are intended to be flexible enough to build on the functionalities and features that any CDFI may want to utilize.

Are there other systems that your product works with? How does the product integrate with other platforms and systems?

CTG's solutions are primarily built in Salesforce, a flexible CRM with a high integration capability with other tools. Leavitt noted that over time, CTG has found that Salesforce provides the most flexibility to potentially integrate with other solutions, which helps users create a technology stack that works best for their overall needs and within their budget. Past integration examples include working with loan servicing platforms, email marketing tools, document management tools, forms, online meetings, and calendar tools.

What does onboarding generally look like?

CTG utilizes a road map process called a solution design. First, CTG conducts in-depth design sessions with clients to understand their current process, pain points, and desired outcomes. This stage aims to ensure that business processes drive the technology, not the other way around.

Next, the CTG team creates a solution design document that includes business workflows, functional requirements with recommended solutions, systems architecture, and entity relationship diagrams to demonstrate how the systems would work. From there, work is estimated and turned into a project. The solution design engagement takes eight to ten weeks, and projects typically take six to eight months to build the complete solution.

Leavitt noted that one unique feature of their model is the use of a dedicated Business Analyst, a CTG staff member who works with the client through solution design, work estimation, and project completion. This helps build accountability, as the analyst who provides the work estimate ultimately handles the delivery of the solution that they estimated.

What support and training are offered?

CTG works to build training opportunities throughout their relationship with clients.

During the design and prototyping stage, they guide clients less familiar with Salesforce through introductory training and resources. During the build stage, they preview the solution every few weeks so the clients can see what has been built at each sprint.

When the project is nearing completion, CTG provides a step-by-step guide to accessing and navigating the solutions through both User Acceptance Testing and end-user training.

Leavitt noted that ongoing support, operations, and growth are important parts of CTG's Managed Services offering, which provides day-to-day servicing to clients after their solution is built. CTG updates the system with new updates and manages data and backups.

CTG helps clients evolve their systems as new needs arise. Leavitt remarked that they find the flexibility of the solution to be of utmost importance, as it allows CDFIs to customize what they need while preparing for new possibilities.

What makes adoption successful? What do you wish CDFIs knew before they began an implementation?

Leavitt shared that CDFIs with the most successful implementations tend to have buy-in at all levels. Executives are involved beyond signing off on the project and they become champions and users of the new platforms.

It’s important to ensure that representatives from each relevant department are present to share their voices in the process. Leavitt noted that sufficient training and documentation can make an implementation more successful.

What types of CDFIs use Craftsman Technology Group – are there some that are a better fit?

CTG's solutions work best for CDFIs with needs such as reporting impact, loan originations, loan servicing, and managing integrations across multiple platforms. Their solutions best suit CDFIs that benefit from customized systems to cover needs such as larger business loans, New Markets Tax Credits, or Capital Magnet Fund projects.

What integrations or reports does your tech solution allow for in terms of CDFI reporting, CDFI certification, or other data requirements?

CTG has a built-in model for impact reporting and functionalities to create and customize reports for key metrics. They can generate the CDFI Fund's Transaction Level Report (TLR) at the click of a button and build out reports for SBA reporting. CTG offers advanced technical support for connecting data to other solutions, such as a data warehouse or business intelligence tools like Tableau from Salesforce or Microsoft Power BI. 

How has the CDFI industry changed in recent years and where do you think the industry is going, in terms of technology?

Leavitt has been working with CDFIs for over twenty years and has seen significant technological advancements in that time. As technology changes, CDFIs need to be willing to shift and adopt new practices that have become the standard, such as offering online applications.  

She notes that the pace of the sector has changed in recent years. CDFIs compete with online lenders that can qualify a borrower online in minutes. While CDFIs may prefer a more thorough approach, they must work to identify efficiencies in a changing lending landscape.

Leavitt cautions about the ongoing need for security considerations. While online lending functions provide for greater accessibility and collaboration, it also creates the possibility of potential data breaches if CDFIs are unprepared. CTG recommends using safety protocols such as two-factor authentication and encrypting sensitive information such as social security numbers, in addition to protections for the infrastructure overall.