- Industry
- Mortgage aggregation
- Location
- Western Australia
- Size
- 20+ staff
- In business
- 10+ years
- Decision-maker
- Founder / CEO
01 · The situation before
The business was operating well. The machinery underneath wasn't keeping up.
A five-figure monthly cost on a compliance platform that didn't quite fit.
The third-party tool covered 80% of what was needed. The rest got filled in by hand. Recurring cost was real; the gaps it left were getting filled with people, every month.
Broker support firefighting questions that shouldn't need a person.
Brokers were calling and emailing support for information that already existed in the business. It just wasn't where they could find it.
Onboarding hitting the volume ceiling.
New broker onboarding had become so manual the business couldn't keep up with intake demand. Roughly 80% of the work could be done without a person. A person was doing all of it.
When new broker intake started outpacing the team's ability to onboard them, the model broke. The reactive pattern wasn't going to scale.
02 · What we built
Three workstreams. Each targeting a different bottleneck.
Custom compliance platform
Multi-tenant platform built around how their work actually runs. Replaced the five-figure monthly off-the-shelf tool. Live in production.
Broker self-serve chat
AI-led chat that lets brokers find answers they used to call support for. Trained on the business's own SOPs and internal information.
Broker onboarding automation
Started by sitting in on the real onboarding workflow and timing every step. Found the 80% of the work that didn't need a person. Built the automation around that.
03 · The result
What changed
- Five-figure monthly platform cost eliminated
- 75% of an FTE's worth of onboarding work automated
- Broker support load expected to drop significantly once chat goes live
- Ongoing engagement across multiple workstreams
The pattern is the same one we see across WA financial services: a business operating well, with the machinery underneath not quite scaled to the ambition. The fix is rarely another off-the-shelf platform.