Published in Financial Reporter November 24
Zahid Bilgrami, CEO of Mortgage Brain, explores how advisers can choose the right mortgage technology partner, considering factors like business needs, expertise, technology capabilities, support, cost, and potential for growth.
Selecting the right technology partner is essential for the success of any mortgage broker’s business. Tech systems should help you to grow, become more efficient, and help limit compliance risks. Crucially, they should help brokers to secure mortgage business, streamline operations, and boost client relationships and service. Whether you’re seeking a system for sourcing or a full suite of tools, making an informed decision is key. Here are some points to consider.
UNDERSTAND YOUR BUSINESS NEEDS
Identify your goals
Begin by asking, “What are my business goals?” Whether you’re aiming to increase client numbers, reduce operational costs, or target a specific market, understanding your objectives will inform your technology choices. The best technology partner will enable your long-term strategy, not just address immediate needs.
Define your technology requirements
Once you’ve clarified your goals, review the technology tools that will best support them. For instance, if you’re targeting a specialist market, a sourcing and criteria system may be ideal. If improving client management or workflow efficiency is a priority, a CRM system could be what you need. Establishing your non-negotiables early on will help you focus on exactly what you need.
Evaluate current and future needs
Take a look at your current systems. Where are there inefficiencies or gaps? Consider scalability and flexibility too. Will your chosen technology partner provide solutions that can adapt with your business and to market conditions? A good platform will grow with you, offering scope to test new tools or features as your business develops.
EVALUATING A TECHNOLOGY PARTNER’S EXPERTISE
Proven track record
A tech partner’s reputation is key. Look for a proven track record in the mortgage industry. Research their history and request testimonials from other broker firms. Their ability to consistently deliver reliable, high-quality solutions is a good indicator of their future performance.
Financial stability
Assess the financial health of any potential tech partner. Ensure they have a solid balance sheet and financial stability to support a long-term partnership. A provider with financial stability is less likely to leave you stranded if they face financial challenges.
Compliance
Regulatory compliance is an essential but often time-consuming task. Your technology should take on much of the heavy lifting for you, tracking and creating a reliable audit trail to meet compliance requirements. Since the mortgage market changes frequently, check that your provider’s systems are agile enough to adapt to sudden regulatory or lender updates. This will help ensure your business remains compliant without disruptions.
TECHNOLOGY CAPABILITIES
Integration with existing systems
Consider how well a new system integrates with your current setup to avoid costly overhauls. Look for a provider that offers a flexible solution, allowing you to select only the tools you need, whether that’s sourcing, criteria, submissions or CRM. For example, a good platform should simplify the mortgage application process by enabling you to engage with multiple lenders with a single form and trust that your client data input is duplicated across your integrated systems, reducing repetitive data entry.
User-friendly interface
Your technology should simplify, not complicate. Brokers need a system with a user-friendly interface that is easy to navigate and manages daily tasks without needing complex training.
Fit for purpose
Your mortgage technology should provide an end-to-end solution, ideally developed in collaboration with industry experts. This ensures it’s well-suited to the unique needs of brokers. Ask about the development team’s background and their experience in the mortgage industry.
Robust data security measures
Strong data security protocols are essential. Your tech partner should adhere to stringent standards to protect client data. Ask about their security measures to guard against data breaches and their response protocols in case a breach occurs. They should have robust cyber policies in place to address any potential threats.
SUPPORT AND CUSTOMER SERVICE
Technical support availability and quality
Technical support is crucial, especially when issues arise outside standard business hours. Ask your tech partner about their user support services. How accessible are they, and through which channels? Fast and effective support can nip an issue in the bud quickly resulting in limited disruptions to your business.
Ongoing training
While well-designed systems shouldn’t require extensive training, regular updates may mean you need the odd refresher course. Ad-hoc training sessions should be available to you and your team to ensure you get the most from your system’s benefits and stay current with any new features.
COST CONSIDERATIONS
Transparent pricing
Look for clear and transparent pricing. Make sure you’re aware of any additional costs for updates, support, or training. Understand the full scope of what you’re paying for upfront to avoid hidden fees.
‘All-in-one’ solution
An all-in-one solution is often more cost-effective than managing multiple systems. Does your tech partner provide a comprehensive suite that covers all your needs, reducing the complexity and expense of integrating separate tools? Ideally, a unified system allows brokers to manage everything in one place, from sourcing and criteria checks to client management and compliance. This means one login, one password, and a fully streamlined process.
LONG-TERM PARTNERSHIP POTENTIAL
Your business values
Your technology partner should share your values and long-term goals, actively supporting your growth.
Vision for future technology developments
Ask about your tech partner’s roadmap for future enhancements. Are they committed to continuous improvement? A forward-thinking partner will help your business remain competitive in a dynamic industry.
FINAL THOUGHTS
Choosing the right mortgage technology partner is a critical decision with long-term implications. By asking the right questions and considering factors like business needs, expertise, technology capabilities, support, cost, and potential for growth, you can make an informed choice. Select a partner that aligns with your goals and helps your business succeed.
