TECHNOLOGY not only as a business , but growing the equity release market itself .

The company ’ s key priority is providing equity release products and services to the over 55 market , but as with any industry it is a fluid market that drives the business .

“ The key question we had to ask ourself was with a dramatically growing market and an aging demographic , how do we as a business remain at the head of the pack both as a broker and a lender ? At the time we didn ’ t feel we could do that with the then existing technology ,” says Halliwell .

To respond to this changing market

and changing demand , the first step for the Group involved the creation of a new infrastructure , CRM solution , new origination and lending platforms and a new website capable of handling the volume of traffic and personalisation of the company ’ s interaction with the customer and or broker .

These represented the “ building blocks ” that Halliwell refers to in which the business could then continue to grow and scale . Through an investment of around £ 5 million in technology stacks , this allowed the Group to do so without increasing operational costs , being much more efficient and productive in its processing and ultimately in a better position to deal with customer behaviour .

“ Three or four years ago the majority of our organisational interaction with the over 55 customer base was purely over the telephone . Right now , we are at a point where around 85 percent of it is through online web enquiries ,” says Halliwell .

For an organisation to undergo such a large scale transformative

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