A multi-award winning brokerage explains how embracing our digitally connected world has given them an international reach in broking.
Founding director of QuickSelect, Simon Campbell-Avenell’s full financial services firm in North Sydney does things differently when it comes to interacting with clients, both in Australia and abroad.
His business doesn’t focus on face-to-face client interaction but rather on remote access communication through online, skype and phone methods.
With 20 years’ experience in marketing and banking management including working for the UK’s first online bank, Campbell-Avenell’s focus has always been about the customer and seeing a need for ‘a bridge’ between the online and offline worlds, he established QuickSelect in 2009.
“If you look back ten years, probably the last bastion of remote access was going to be home loans - but that has massively changed in the last three to four years,” says Campbell-Avenell.
“We’re making it simple and convenient and easy for the customer – so we don’t get the customer to fill out forms, that’s part of our role – to simplify and improve that experience to a point where customers go ‘that’s fantastic’.”
How does it work?
He explains how the efficient process starts at their front-end origination centre, which guides the client from their first enquiry to a seamless handover to a broker, who receives all the information collected so nothing is duplicated and the customer’s multiple conversations actually feels like just one.
And their customers don’t feel like they are missing out by not meeting a broker in person, Campbell-Avenell says but the option is always there as on the odd occasion first home owners may be more reluctant and choose that face-to-face contact for confidence and trust.
“We give (the customer) options and occasionally they do want to meet. But primarily we don’t see that as a hindrance because more and more people are comfortable from an efficiency point of view.
“We find it is the conversation - you have to be very much driven around customer needs. You can’t sell a product; they have to be ready for one.”
He says their view is about building relationships, not selling products.
“Finance around a house is massive – if you can deal with the customer from a long-term relationship point of view rather than a one-off transactional product, we believe the future will be successful.”
Constant improvement and international reach
QuickSelect was recently recognised at the 2015 Vow Awards in South Africa, taking home the award for Broker Partner of the Year (Under 6 People) but Campbell-Avenell says they are always looking for ways to make their business process more efficient and effective and plan to grow by over 60% year on year.
“I think any business that wants to be successful has to be ambitious in terms of its plans but we have to temper that with making sure that we’re refining and optimising our business continually,” he says.
“We have a fairly good rigorous process and that’s complimented by the quality of our people and their focus on outstanding service.”
Their innovative remote-access brokerage model enables them to reach clients not only nationwide but beyond Australia too.
“We’ve done deals for people in Macau, the Emirates, the UK. We’re doing deals right at the moment for people in Singapore, Hong Kong and Indonesia – so the world is becoming a smaller place.”
It’s about putting the customer first, says Campbell-Avenell, understanding what their requirements are and meeting their needs.
“I think there’s a long way for improvement (in the industry) in terms of the way we deal with customers and we like to think we’re at the forefront of that.”
“At the end of the day, our model and where we’re going is the future. As we build this business for success it’s based on ethics and the customer being the centre of the universe.”
His business doesn’t focus on face-to-face client interaction but rather on remote access communication through online, skype and phone methods.
With 20 years’ experience in marketing and banking management including working for the UK’s first online bank, Campbell-Avenell’s focus has always been about the customer and seeing a need for ‘a bridge’ between the online and offline worlds, he established QuickSelect in 2009.
“If you look back ten years, probably the last bastion of remote access was going to be home loans - but that has massively changed in the last three to four years,” says Campbell-Avenell.
“We’re making it simple and convenient and easy for the customer – so we don’t get the customer to fill out forms, that’s part of our role – to simplify and improve that experience to a point where customers go ‘that’s fantastic’.”
How does it work?
He explains how the efficient process starts at their front-end origination centre, which guides the client from their first enquiry to a seamless handover to a broker, who receives all the information collected so nothing is duplicated and the customer’s multiple conversations actually feels like just one.
And their customers don’t feel like they are missing out by not meeting a broker in person, Campbell-Avenell says but the option is always there as on the odd occasion first home owners may be more reluctant and choose that face-to-face contact for confidence and trust.
“We give (the customer) options and occasionally they do want to meet. But primarily we don’t see that as a hindrance because more and more people are comfortable from an efficiency point of view.
“We find it is the conversation - you have to be very much driven around customer needs. You can’t sell a product; they have to be ready for one.”
He says their view is about building relationships, not selling products.
“Finance around a house is massive – if you can deal with the customer from a long-term relationship point of view rather than a one-off transactional product, we believe the future will be successful.”
Constant improvement and international reach
QuickSelect was recently recognised at the 2015 Vow Awards in South Africa, taking home the award for Broker Partner of the Year (Under 6 People) but Campbell-Avenell says they are always looking for ways to make their business process more efficient and effective and plan to grow by over 60% year on year.
“I think any business that wants to be successful has to be ambitious in terms of its plans but we have to temper that with making sure that we’re refining and optimising our business continually,” he says.
“We have a fairly good rigorous process and that’s complimented by the quality of our people and their focus on outstanding service.”
Their innovative remote-access brokerage model enables them to reach clients not only nationwide but beyond Australia too.
“We’ve done deals for people in Macau, the Emirates, the UK. We’re doing deals right at the moment for people in Singapore, Hong Kong and Indonesia – so the world is becoming a smaller place.”
It’s about putting the customer first, says Campbell-Avenell, understanding what their requirements are and meeting their needs.
“I think there’s a long way for improvement (in the industry) in terms of the way we deal with customers and we like to think we’re at the forefront of that.”
“At the end of the day, our model and where we’re going is the future. As we build this business for success it’s based on ethics and the customer being the centre of the universe.”
