“AI means clients now have access to more information than ever, which is great but can also be quite overwhelming,” he says. “People still want and need trusted advice to help them make sense of it all, and make sure they’re getting the right solution, tailored to their situation.”
THE TIME AI SAVES ON ADMIN GOES BACK TO CLIENTS
Kat McInnes, an Auckland-based mortgage adviser at Squirrel, points to the firm’s decision to build its own tools rather than buy off-the-shelf software.
“Squirrel’s continually investing in tech and systems, our own bespoke tools and AI, to help us work more efficiently,” she says. “It means we can get through administrative tasks more quickly and get to the really valuable stuff faster, providing solutions and recommendations for our clients.”
TECHNOLOGY STRENGTHENS THE RELATIONSHIP, IT DOESN’T REPLACE IT
Oli Keogh, a Wellington-based mortgage adviser at Squirrel, describes what that shift has meant for the day-to-day mechanics of his own client work.
“Squirrel’s technology speeds up a lot of the traditionally time-intensive, repetitive admin work that used to eat up most of our days,” he says. “It means I can spend more time doing the stuff that adds the most value, working with my clients. Technology doesn’t replace human relationships, but does strengthen them by allowing me to be more responsive, accurate, and available when clients need it most.”