The Challenge
The team services a mortgage and KiwiSaver book across a small number of advisers. Re-fix windows were getting missed, refinance opportunities sat buried in the CRM, KiwiSaver enquiries arrived faster than anyone could respond, and client documents came in with every possible filename and format. They wanted to handle more clients without adding headcount — and they wanted to own the system that made it possible, not rent it.
The Solution
On hmn.plus, the team designed and built their own advisory operations layer. They shipped a daily process that surfaces expiring fixed-rate mortgages and turns them into servicing opportunities with the client and adviser already looped in. They built a fortnightly refinance scan that delivers a ready-to-action target list to the whole team. They built a digital KiwiSaver advice funnel where a client completes the quiz and a recommended fund, projection, and full set of CRM records are produced in one shot. They built post-meeting follow-up drafts in the adviser's own voice from the call transcript, lead-sheet enrichment for the telemarketing team, and an auto-classifier that renames and files incoming client documents to the firm's standard. Every one of those workflows was built by the firm, on the platform — not delivered as a black box.
The Result
Re-fix and refinance opportunities that used to go cold are now actioned on time, every cycle. The KiwiSaver side operates as a self-serve advice channel — clients onboard themselves and advisers supervise. Follow-ups go out the same day instead of the same week. The firm handles more of its book without adding seats, and because they built the system themselves, they can change it themselves whenever the business changes.
Diego and the tools he's created have managed to alleviate one of the most frustrating problems we have faced for years. Being able to successfully communicate to developers, IT professionals and others exactly what outcomes we need to make our business run smoother and become more profitable as a result. By being able to create our own outcomes as they come up it's been revolutionary. We're now looking at our own business differently and seeing what can be automated at nearly every step.