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| LATEST NEWS | TECHNOLOGY PARTNERS | TRAINING SESSIONS | MARKETING STUDIO | MAIN SITE |
| Accelerating the Case for a Technology Focused Network |
| Any wistful debate over whether ‘things’ will get back to the way they were before COVID-19 is probably a complete waste of time. Those ‘things’ won’t! This is not the time to look back through rose tinted glasses and say how wonderful it all was. The pre COVID mortgage market was already dynamic and evolving but the pandemic, along with all of its other effects, has just given the property and finance markets a turbo charged shock that has led to more change in the three months since lockdown, than we would normally see in the space of years. To name a few – video client meetings, working from home, webinars, distance learning and online data capture. All of these rely on the adoption of technology solutions, something which many in the past have been resistant to adopt. Yet, unless the current crisis hastened some advisers into early retirement, we have all had to step up, adapt and embrace everything that helps us to continue to deliver the service customers expect. With lenders now returning to the market and reports that mortgage illustrations are close to pre COVID levels, none would not have been possible even a few years ago without technology. As an example, at HLPartnership, client retention is improved through regular client newsletters. Over four hundred thousand client emails were sent since March which was only made possible by members’ adoption of a high-end CRM system. |
| Generating leads |
| Coming out of lockdown, our members have needed to start generating new leads and, in this case, the take up of centrally conceived marketing initiatives to existing customers, powered by our members’ data via their CRM systems, has enabled a marked increase in potential enquiries for advisers. By being able to find customers due for a remortgage or tracking those that were looking to move house prior to lockdown from the data they had, meant firms could remain active during lockdown and now have a healthy pipeline of business. Data really is key. |
| Online fact finds |
| Technology had the answer to client meetings via video conferencing, but how could we get the data we need to give us a complete picture of the customer without spending hours on zoom calls? The answer came in the adoption of online fact finds. Our experience has been interesting. The number of online fact finds sent to clients by our members to complete in their own homes has increased by almost 200% since the start of the lockdown. Allowing clients to fill out their own fact find for many advisers started out as a very alien concept with so many used to face to face form filling. But now we see those using the system adapting their business models to capture client data by sending an online link via email and a text to a mobile phone which, when combined, provides a secure, cloud based online fact find. |
| Integrating the whole process |
| Over the last few years, the industry has striven to find ways of simplifying the mortgage process from first meeting to completion. The advance of efficient online connectivity has hastened the introduction of the ability to send documents instantly, to receive DIPs, send applications and, today, finally we are within reach of a truly end to end online process. Our aim at HLP has always been to give our members the most up to date technology suite in the industry. They already have a state of the art CRM system and our concept is to continue strengthening the connection to real time mortgage sourcing and protection engines, which in turn link to tools that thoroughly interrogate mortgage criteria decreasing the number of time wasting ‘false positive’ results and ultimately no re-keying of data to send the application to the lender. When all this is added to a strong GI proposition, advisers will not only be running a streamlined process but also reducing their exposure to potential compliance risk. If there is anything the past three months has taught us, it is the need to stay ahead of the technology curve and continue to invest in the future of the firms we work with and their customers. In finishing, it is of course vital that any technology powered solution should enhance and not detract from the business of ‘doing business’. As networks, it is our role in the distribution chain to make the interaction between customer, adviser and lender as efficient and effective as possible whilst using integrations to reduce risk. By adopting technology built specifically around mortgage and protection advisers’ needs, not only are firms happy but also we can clearly demonstrate to the regulator that the customer experience is enhanced and PI insurers that the channel can be low risk and worthy of support. |
| Take a look at the network’s CRM in action |
| By working closely with our tech partners, we have put together online training programme so that members can get the most out of the system. You can view these on our technology studio website. |