It helps make his team effective advisers and communicators
Apart from his strong work ethic and dynamic team, Smartmove director and senior mortgage adviser and 2017 Broker of the Year (Independent) Simon Orbell attributes his business success to the data points his firm uses from a variety of sources to measure outcomes and outputs.
“Data is king,” Orbell told MPA.
Through their aggregator software, Orbell’s team gets to access various systems, such as the AFG Flex system, data from banks, and workflow management tools along with QA results from their operations team.
They also use the software to find trends within the business rather than one-off occasions, so they can meet their need for continuous improvement. “For example, if we are having a lot of rework with one specific lender, we will work with that lender to identify the specific issue. Then we will amend our processes,” Orbell said.
Data revealed by the technology gives his team significant support to make them stand out, and be known as trusted advisers and strong empathic communicators.
As Orbell employs an impressive system to drive productivity, he recruits and develops exceptional people to maintain his business’s amazing culture — people who are as passionate as he is with looking after customer needs, and taking a long-term approach.
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