30th April 2018

Mortgage brain: Digital customer journey important to mortgage advisers

Think about how many hours you have spent on your electronic devices in the last 24 hours. Chances are, it’s quite a few – and more than you did just one or two years ago. Your customers are no different, and it’s essential you can keep in step with their expectations and lifestyle to remain competitive.

Your fellow advisers agree: around 80% of delegates surveyed at our Mortgage Vision roadshow last year said that creating a digital customer journey is important or very important for their business.

Mortgage advisers in the South West appeared to be best prepared for the digital drive with 60% of respondents at Mortgage Brain’s Winchester event stating they didn’t need any help in improving their customer digital journey.

By comparison, 90% of Mortgage Vision respondents in Newport, South Wales, said they do need help, followed by 85% of respondents in Leeds, 80% in Birmingham and Watford and 60% in London.

It’s clear that the vast majority of mortgage advisers believe that the adoption of a digital customer process is an important part of their offering, but a lot of businesses require assistance. The good news is that with limited effort, single or multi-adviser firms can use the technology that’s already available to them.

Mobile apps, interactive websites with mortgage calculator plug-ins, secure online client portals, digital fact finds and information sharing, and digital application submission, for example, can all be brought together to smooth the customer journey and enable you to offer a modern and flexible digital mortgage advice process.

You can explore our digital customer journey tools here - free trials, guides, videos and UK-based support also available.

If you want to keep up to date with industry regulation, the latest in technology and meet and network with the best and brightest in the industry, come to this year’s Mortgage Vision due to kick off in September - sign up to receive alerts and news here.

Mortgages