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MAB rolls out instant messaging service for customers

  • 21/01/2021
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MAB rolls out instant messaging service for customers
The Mortgage Advice Bureau (MAB) has partnered with technology firm Nivo to roll out a mobile instant messaging and document gathering service.


The broker has now invested in fully integrating Nivo with their MIDAS mortgage broking system so that its 1,500 advisers can invite customers to launch automated journeys which then step them through key stages of the application journey.

MAB said its customer satisfaction score had been particularly high when trialling the service in the final quarter of last year.

Through the service, customers can share information and evidence documents. All customer information and documents are then stored against the customer’s record on MIDAS with no re-key required.

The integration has been developed as a bespoke, cloud-based, microservice that also supports the advisers in meeting their compliance obligations.

Further enhancements such as e-signatures and ability to verify identities through secure instant messaging are being worked on by MAB and Nivo.

Ben Thompson (pictured), chief executive of Mortgage Advice Bureau, said: “We’re really pleased to be working closely with Nivo. By integrating Nivo with our MIDAS technology, this allows our advisers and customers the opportunity to share documentation in a secure and efficient way.

“This is particularly key in the current Covid-19 pandemic and shows how we continue to adapt to change and provide new ways for customers to receive advice and transact as part of our wider digital customer journey.”

Mat Elliott, chief development officer at Nivo, added: “We’re very proud of the range of five-star reviews and speed, efficiency and security benefits that our technology has delivered to date, so it’s exciting to be partnering with MAB on getting our service in to the hands of tens of thousands of new applicants each month on the back of this rollout.

“We see this as just the start, and with Nivo’s technology and innovation strengths, combined with MAB’s brand reputation, knowledge and market position we believe there is an amazing opportunity for us to transform the MAB mortgage experience.”

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