With 220 retail stores, a fleet of over 1,000 brokers around the country, and an industry-leading technology platform powering our broker businesses, we strive to deliver an exceptional omnichannel experience to our customers.
Fresh off ranking number one in The Adviser’s Top Brokerages for 2024, we’ve recently launched a new mobile app, making it even easier for customers to connect with their broker when they want, how they want.
Recognising that there was no easy way for Aussies to visualise the value of their home or investments, we set out to create a tool that allows first-time buyers, home owners, and tycoons alike to unlock their property potential.
The result of extensive collaboration across our organisation throughout 2023 is a mobile app that allows users to effortlessly monitor their home value and equity, gain property market insights, manage home loan finances, and engage their broker for expert support all in one place.
Unlocking home ownership opportunities
New buyers can use the app to build a wish list and keep tabs on crucial property data during their search, including value estimates, rental yields, and purchase history, providing leverage for offers and price negotiation.
For investors, the ability to keep up to date with fluctuating property prices provides insights on the financial health of and return on investment.
Property owners can discover the worth of all their properties in real-time and enlist their broker to help unlock available equity to fund their next purchase or renovation, opening the door to new possibilities.
The app facilitates ease of broker-customer engagement like never before. Customers can now access home loan calculators, check the status of their application, track their credit score, and book time directly into their broker’s diary from the one place.
Above all, we’re empowering Australians to make smart financial decisions securely and conveniently. With its clean interface and simplification of complicated mortgage terminology, the app is easy to use and navigate. Customers can also be assured that their personal information is safe, with secure two-factor authentication and face ID login.
Putting brokers in our customers’ pockets
Over 95 per cent of Australians own a smartphone, so the Aussie mobile app presents our brokers with a new way to introduce customers into their world and build relationships in the digital age.
Our multichannel distribution model already gives our customers a choice in how they engage their broker and by putting our brokers in the palms of their customers we’re expanding the breadth of choice and paving the way for even stronger connections.
Through the power of the Aussie mobile app, savvy customers can take control of the home loan application process and the ongoing management of their property portfolio. For customers who require more support, enlisting the expertise of an Aussie broker has never been simpler.
Beyond ease of engagement, the app presents a plethora of benefits for brokers. By allowing customers to visualise their equity position, we’re poised to unlock additional business opportunities for our brokers.
Features like e-consent, document upload, and application tracking will also minimise admin and follow-up, streamlining the appointment preparation and loan application processes for the better. Reducing communication barriers and manual handling will add capacity into our brokers’ businesses so they can direct their attention to creating exceptional experiences and generating revenue.
Always optimising
Early signs point to the Aussie app being a winner for all involved. Our brokers have embraced the app with enthusiasm, embedding it into their sales processes, while reviews across both iPhone and Android indicate our customers are very receptive to the new value we’re delivering.
Our brokers are well attuned to the needs of their customers and they’ve played an instrumental role in shaping the app. Top-performing brokers from our Signature Program were key consultation partners during the design and build and the app was piloted with 72 brokers across the country over a three-month period, where their valuable user insights supported us in optimising the product for launch.
Feedback from our brokers has been overwhelmingly positive. Senior Aussie broker Samantha Harvey told us: “I can see the app supporting my business by delivering knowledge to my clients, keeping my services front of mind, facilitating more meaningful conversations, and saving me time by having more informed customers.
“The exciting part is that this is just the beginning. As it is, the app offers so many benefits, but with Aussie’s vision of continuous improvement and innovation, it’s going to be a game changer for brokers and customers!”
We’ll continue to drive ongoing enhancements based on user feedback and we’ve already got exciting updates in development. For example, we’ll soon be introducing push notifications that will serve relevant updates at crucial touchpoints in the customer life cycle, allowing our brokers to connect with customers in a new way.
We’re beyond excited to be facilitating a new wave of digital engagement for brokers and customers and putting property ownership in reach of more Australians.
