With technology coming on leaps and bounds in the mortgage and broking process, we wanted to know what tech tools brokers use in their business to help make their lives easier.
As much as I can
The top tools that we use are:
Quickli — This is a tool that lets us run around 20 lender calculators live in front of the customer and gives people a real-time sense of their options during our conversation.
Kaddim is a unique document collection tool that allows us to gather documents from customers, but the main difference is that we can embed helpful explainer videos to ensure the customer doesn’t get lost in the process.
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Loom is a fantastic video tool that lets us record easy videos to help explain complex emails, structures, or processes to customers. We often send this alongside our recommendations and the customer feedback has been fantastic.
I’d encourage brokers who haven’t used these tools to give them a shot. If it can enhance your customer experience, save you time, and make you more productive, that’s a win-win.
Fabian Tribe, The Lending Lab, NSW
Tailored CRM systems
Finsure is our aggregator and we use their CRM system as well as our own, Salesforce, in which we built our own workflow system. It’s important with data collection and fact-find work that a lot of it is automated. Gone are the days where you want to be sitting with a client on the phone for 20 minutes/half an hour to do a fact-find with them. There are not a lot of efficiencies in that. So, we’ve got an online portal and document collection that clients typically would complete before they speak with me. That way, I can look at their fact-find and look at their income documents before I even speak to them, so I can ascertain pretty quickly if it’s something I can help them out with or not.
It’s just about making sure that there are certain points in your process that can be automated.
Anthony Alabakov, My Mortgage Freedom, Victoria
Our CRM and Evernote
Connective is our aggregator and everything is on their Mercury system.
I also use an app called Evernote, where I document every meeting by talking into my phone. I talk into my phone, have it typed up, and it’s all documented for my staff. It’s one of the best things I’ve ever done for distributing workflow. There might be five or six tasks per note that go to certain people, the work goes through the back end, the email hits my email, and I check the validity of the actual information they provided and then get that out and book in the next meeting. It’s very process-oriented…
Everything has to be very documented to keep your business operations at a certain level. If you do that same process each time, you should be able to roll off $300 million in drawdowns each year if you stick to it.
Mark Davis, Australian Lending & Investment Centre, Victoria
We built our own app
We're pretty different in that we get our clients to supply us with their fact-find and documents and we add then into our own app, the Derwent Finance app. I’m a bit of a tech nerd but it took us nearly two years and several external developers to create it for us but it’s been fantastic.
The Derwent Finance app shows our clients where their home loan application or pre-assessments are and it gives them live updates. Throughout the whole process, everyone is involved in the app; our assessment teams work out how much the borrowers can borrow and will present it through the app via an in-built video chat; our support team will make sure it goes through the pipeline to approval; and we consistently give updates to our clients through the app, as it feeds through the app to our CRM.
Emmanuel Marios, Derwent Finance, Tasmania
