Research shows majority of mortgage advisors unhappy with CRM systems

June 22, 2025 by Brendan O'Neill

Mortgage Advisors

News

New research has found that the majority of mortgage advisors are unhappy with the customer relationship management (CRM) systems that they are currently using, and that many are keen to make a switch.

This research was carried out by Smart Money People and Twenty7tec. What it found was that 69% of mortgage advisors are unhappy with their CRM systems and are considering a change. This adds up to more than two thirds of them. By way of contrast, only 12% stated that they were completely satisfied with the systems they are currently deploying.

When those advisors taking part in the study were asked why they had not yet made the switch to a new CRM system, a couple of key reasons were cited. One was the level of expense involved, while another was concerns over incompatibility. These were named by 38% of respondents.

The research also appears to indicate that many advisors see automation as a potential solution to their CRM problems. 88% said that they were strongly in favour of it, in some form.

Twenty7tec CEO James Tucker spoke to Mortgage Solutions about the research. He said that what was needed was a one-stop-shop CRM solution, before adding:

“More than half of those surveyed prioritise ease of use when choosing their CRM, while the same amount cited more features and better integrations as reasons they would switch providers.”

There will be plenty of those with CeMAP mortgage advisor training who are hoping that Twenty7tec can solve these issues with its planned CRM platform.