Technology drives up client expectations

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New technologies to create and share client files have been a godsend for brokers – but have also heightened client expectations for speedy deals and even speeder replies to their inquiries.

“As you get into the millennial crowd, that digital customer experience and ease of use and immediacy becomes even more relevant and prevalent,” says Duncan Hannay, president of D+H Canada. “Their use of smartphone technology, their ability to shop the marketplace broadly, I think really will cause all of us brokers to up our game as it relates to our digital platforms.”

Mortgage brokers need to be nimble and fast-reacting to ensure that those emailed and texted questions are dealt with in minutes, and not allowed to sit unanswered.

“I don’t think you can succeed in any business without embracing digital channels, without thinking about cloud technology and not having an astute understanding of cyber security and consumer expectations as to their digital journey and roadmap,” Hannay told MBN. “Today’s borrowers are increasingly digital savvy, and delivering a multichannel experience for the consumer is increasingly important so consumers can make an educated decision.”

With the need for speed comes the need for a guarantee that this sensitive information will remain safe – especially for those brokers using cloud technology to store client banking information.

“One of our major focuses is information security and cyber security,” says Hannay. “The sophistication of the bad guys online is really driving our focus around creating stable, secure platforms that protects sensitive client information and brokers, and our lenders on the other end of the equation.”

From a mortgage professional perspective, delivering a multichannel experience for the consumer is increasingly important so consumers can make an educated decision.

“The rise of consumerism is really driving volume into the indirect channel as consumers become more online savvy,” he says.
  • Walid Hammami on 2015-09-09 12:08:07 AM

    Duncan knows what he is talking about, I worked for/with him at iTrade (He was the managing director) before he moved to executive VP of marketing at Scotia Bank. He is a fantastic blend of smarts, competence and modesty.

  • Ron Butler on 2015-09-09 12:24:50 PM

    Interesting, I wonder what "indirect channel" actually means.

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