It’s National Customer Service Week, and I want to use it to talk about something our industry doesn’t say out loud very often: changing systems is hard work.
We spend a lot of time (rightly) talking about what’s new. Faster platforms, smarter workflows, automation, AI. At Mortgage Brain we’re as guilty of this as anyone, because we build this stuff and we love seeing what it can do.
But for a broker in the middle of a busy week, new technology means something different. It means learning a new system, rethinking processes that have worked for years, and sometimes saying goodbye to a tool you know inside out. A great product alone won’t get anyone through that. Trust will.
That’s why this week I’d rather talk about customer success than customer service. They’re not quite the same thing.
We can’t just build it and hope you’ll come
Right now, many of our long-standing clients are moving onto our latest products within Mortgage Brain Hub, including the move from The Key to CRM Brain.
We’re genuinely excited about it. We know what the new technology can do and where it’s heading next. But we also know exactly what we’re asking of you. If you’ve run your business successfully on one system for years, “trust us, this one’s better” isn’t going to cut it. We must earn your trust.
In practice, that means being there before, during and after the move:
- Structured onboarding and training so your team knows what to expect from day one
- Real people on the phone when you need to talk something through
- Live chat for a quick answer when you’re halfway through a case
- Webinars that show you features you might not have found on your own
- On-demand videos you can watch at 7pm, because that’s often when you finally get five minutes to yourself
And sometimes it simply means listening when you tell us something isn’t working as well as it should.
Better tech needs better human support, not less of it
You might think that as platforms become more automated and AI more capable, people need less human help. In our experience, it’s the other way round. The more a system can do, the more it matters that the people using it understand it and feel confident with it.
That’s shaped how we’ve built Customer Success at Mortgage Brain. You can speak to real people by live chat, phone or email. There’s an online Help Centre with searchable FAQs, practical guides and videos. We run regular live webinars, and there’s plenty of on-demand learning too.
We’ve also gone a step further with training by gaining LIBF accreditation for our programme. There are now 10 CPD-accredited modules available, worth up to 5 hours and 30 minutes of CPD.
That matters to us. Good training shouldn’t just tell you which button to press. It should help you use your technology more effectively across your whole business.
Don’t just take my word for it
I’m Head of Marketing, so of course I’m going to tell you our Customer Success team is brilliant. Better to let the numbers, and our customers, speak for themselves.
Between 2024 and 2026, our customer feedback scores have moved a long way:
- Call and live chat recommendation score: up from 58 to 91
- Product recommendation score: up from 47 to 73
- Likelihood of continuing to use our products: up from 58 to 91
I’m really proud of these figures. But what our customers say tells the story even better.
Kevin Duffy, Managing Director at Mortgage Force, told us
“The bespoke training and ongoing support have been critical in helping our team understand not just how to use the platform, but how to get the most value from it. The willingness to invest time, listen and adapt has made a real difference.”
Jamie Lewis, Managing Director at Affinity Group, told us
“Carefully planned onboarding and training programme supported our advisers every step of the way, enabling smooth and confident adoption.”
Getting someone logged in is the easy bit. Success is when the system feels familiar and genuinely useful, and you’d struggle to imagine working without it.
Support shouldn’t wait for something to go wrong
Traditionally, tech support has been reactive. Something doesn’t work, you get in touch, someone fixes it, ticket closed. Fixing problems quickly will always matter, but we think customer success should start well before anything goes wrong.
It’s pointing out a feature that could save you time. It’s helping a firm prepare its advisers ready for a migration. It’s running a webinar when we launch something new and making training available whenever it suits you.
Above all, it’s listening. Some of our best insight comes straight from the brokers using our systems every day. Your questions, frustrations and ideas go back to our product teams and help shape what we build next.
So, thank you
National Customer Service Week is a chance for businesses to talk about service. For me, it’s a chance to say two thank yous.
To our customers: thank you for your trust, especially those of you moving from technology you’ve known for years. Thank you for your questions, your challenges, and for turning up to our training and webinars. Please keep telling us what you think. We really do want to hear it.
And to our Customer Success and Support teams: you’re the people behind every live chat, call, email, onboarding session, webinar and Help Centre article. You’re also the ones making sure what our customers tell us reaches the rest of the business. Thank you.
Technology will keep changing, probably faster than any of us expect. AI will continue to change how we work. What won’t change is that the people using our technology need to come with us. That takes support, it takes listening and, yes, it takes trust.
Want to know more about moving to Mortgage Brain Hub? Talk to us on: 0208 665 3200 or email: [email protected]