Every brokerage has its own unique processes and methods that work best for its owner and staff. However, there are some ways to optimise workflow that can help you improve your operations.
High-performing brokers build their business around the customer. They have a clear picture of what their business stands for, what its mission is, and how it delivers an exceptional experience to clients. In our guide to Customer Experience and Workflow Optimisation, we talk directly to leading brokers to uncover how they’ve been able to build scalable workflows and create customer experiences that drive repeat business.
Three tips on how to streamline your brokerage's workflow:
1. Write it out
Sole traders who work on their own can often recite every step of their process from memory, but many don't write it down. This can lead to confusion and inefficiency as the business grows and new staff are brought on board. Hussain Mufti of Mufti Finance suggests writing down your processes as you go, even if they change over time. This will help you evaluate their efficiency and make improvements, as well as serve as a manual for new team members.
2. Build the right support framework
There's no one-size-fits-all solution, but high-performing brokers offer valuable lessons. Kyle Manson of CFC Finance emphasises the importance of having the right support in place. Whether that means hiring staff to take on particular tasks or utilising technology, investing in the right tools and resources can make all the difference in streamlining your workflow and achieving success.
3. Understand your clients’ behaviour
Data-driven insights can help you refine your workflow and focus on the most important aspects of your business. Them Lam, Head of Strategic Partners and Recruitment at AFG, highlights the importance of understanding your business fundamentals through analytics. Analytics can help you track your pipeline, cash flow and customer demographics, allowing you to make better business decisions. AFG even uses AI and machine learning to predict when a customer is at risk of leaving, so you can take action to retain them.
Ready to create repeatable customer experiences that keep them coming back?
Download our guide to Customer Experience and Workflow Optimisation to find the inspiration to improve your customer’s experience and help secure your business’s longevity.
