Start Up Loans - British Business Bank

The big rescue mission to stabilise the UK’s start up economy

Start Up Loans wanted to accelerate their growth to reach the Government’s quota for new start up businesses in the UK, but to do so they had to improve their existing technology. 

Their custom-built CRM system was outdated and they also had important integrations, with the delivery partners who bring in the loans, which were failing.  They approached Totally to take over from their existing supplier and solve their complex position.

The  project consisted of a huge complex technology suite incorporated with an extremely large-scale database that coordinated and integrated with multiple delivery partners, financial regulatory systems and many different user-types.

Project Highlights

| Bespoke CRM system
| Data Warehousing
| Delivery Partner interface
| Loan application & workflow
| Zoho CRM Integration
| Reporting tool
| Enhanced EDI / API interfaces
| Communication Module
| Community Portals


We instinctively knew where to start, stabilising their existing technology in only one month.  We then entered a period of accelerated development but having quickly built a mature relationship with them, they asked us to slow things down, which we were happy to accommodate.   Development continued on the CRM, introducing new technologies to help add further stability.  Next, we created a data warehouse, which allowed them to do a lot more MI and reporting.

The front-end site needed to manage applicants checking their eligibility for loans but in the back-end, they have several different partners who service the loans and go through up to 20 different banking providers, who each need to know if loans are being paid back regularly.  All of them were using different systems, which had to be reconciled in real-time.  We took over this process by creating APIs to connect with these data feeds and brought them into a central database.

At the same time the Start Up Loans wanted to redesign their website using an existing partner. However, because we were working in an Enterprise environment, we were able step in to keep the project on track.

After a couple of years, they decided that they had outgrown their custom-built CRM, so they decided to implement an enterprise solution, choosing Salesforce. We agreed that under their circumstances, bespoke was not the best route for them.  However, because of the complexities of the IT and data infrastructure, we are helping them with the integration running a hybrid solution with both CRM’s parallel, slowly transitioning them across.


At a time when Start Up Loans needed to grow, we rescued them by offering a safe pair of hands when the client had been let down and needed us most.  We gave them security, safety and stability within a month allowing the company to continue scaling their operation.

Due to a high staff turnover from when we started working with them and a lack of in-house technology capabilities, we have been their strongest continuity, in terms of their IP and understanding how to use the system.  This makes us an integral part of their ability to deliver.