And the adviser firm believes those brokers which do that the best will be the ones to succeed.
Dilpreet Bhagrath, customer experience manager at Trussle (pictured), noted that as technology continued to become more readily integrated in everyday life, customers would become more impatient when dealing with mortgages.
Speaking on Mortgage Solutions Television in association with NatWest, she said: “What’s going to happen, is we’re going to see lenders and brokers working a lot closer together to deliver greater customer experience.
“And those broker firms using technology to support them will be the ones operating more efficiently and will be able to deliver value to customers a lot quicker.
“As time goes on, customers are going to get more impatient as they become more aware of what mortgages mean and how they can save money. They are going to expect lenders and brokers to offer a much better experience,” she added.
She was supported by Ken Deegan, chief technical officer at Mortgage Brain, who argued that technology will underpin customer relationships and will free brokers to focus more on giving people the guidance they require.
Dilpreet Bhagrath, customer experience manager at Trussle
Luke Christodoulides, senior corporate account manager at NatWest
Ken Deegan, chief technical officer at Mortgage Brain