“NEVER BEFORE IN HISTORY HAS INNOVATION OFFERED PROMISE OF SO MUCH TO SO MANY IN SO SHORT A TIME” – Bill Gates
“INNOVATION IS THE ONLY WAY TO WIN”
– Steve Jobs
Innovation includes technology, products, services and how you engage with your consumers. Our 2019 objective was clear, ….to lead in our sector (Later Life lending) by thinking outside the normal parameters. How do we do it,….differently.
We are the first and only technology innovator to launch a fully integrated consumer outcome led platform in our sector, and we have ensured advisers are at the forefront of delivery to customers of accurate product information and rates, detailed information and a range of “smart client filters” that determine the most appropriate outcome. We have now made this available to corporate partners to broaden out the message and tools to support nearly 6000 registered advisers.
Our technology Innovation has included smart telephony and email that can determine access points, read throughs and open ratios. A new chat platform to link with our customer service team to ensure advisers can CHOOSE their support mechanism/method. The air system now links into live webinars that we run every week for members to get online face to face workshop support without the need to leave their offices. This month we added a unique “near miss” facility coupled with webinar training where advisers can see products that NEARLY provide the clients specified loan to see if with a small review of loan amount rates can be slashed, allowing advisers dynamic client solutions.
Our “innovation” delivery this year embraced a clear understanding of ensuring not only our support team were able to be there to guide users to keep on top of change, but also to evolve Air Sourcing into a FULL seamless PLATFORM for ALL product and service needs for those advisers dealing with older consumers. This was delivered with a series of upgrades through the year to include a marketing section, a new website and a newly launched section on training webinars , and a new market leading Benefits analysis tool.
Turning our attention to results relevant to this category ;-
- Air registrations up 76%.
- KFI’s requested, 50% up
- 6956 inbound calls
- 2098 online chat enquiries received
- In excess of 10,000 sourcing sessions (January 2018 it was 3342)
- Number of advisers actively using Air UP 54% ytd
- Online Air support chats & inbound calls UP 153%
We have also become the first Platform in our sector to design and build a full API platform, available for all lenders to offer a seamless ‘end to end’ delivery ability.
The above was kept within a core brief – “does this help evolve adviser experience into a quicker, more professional outcome, and ultimately benefit the customer….?” ………… We believe it does, and that we have created a very Innovative proposition to be considered in this hugely competitive category.
We are honoured to be shortlisted for this award, and sincerely hope this submission reflects our determination and commitment to INNOVATION.