The brokerage world of 2025 looks very different to that of the early 2000s. 20 years ago, brokerages were broadly similar – relatively small operations, focused almost entirely on standard mortgage applications, and operating with a fairly one-size-fits-all approach. Fast forward to today, and the landscape has transformed beyond recognition.
Modern brokerages are diverse. Some are specialist firms focusing on complex cases like buy-to-lets or adverse credit, while others remain focused on straightforward, ‘vanilla’ residential mortgages.
Some have scaled into sizeable operations with regional or even national reach, while others continue to provide a high-quality local service. No two businesses are the same, and their unique selling propositions (USPs), processes, and client needs vary considerably.
This evolution hasn’t happened by accident. Brokerages have adapted to market pressures, regulatory changes, customer expectations, and economic shifts. In short – they’ve had to evolve to survive. Yet, despite this, many of the tools they’re expected to use – particularly customer relationship management systems (CRMs) – have not kept pace.
Too many broker CRMs feel like they’re still stuck in the 2000s. Rigid. Prescriptive. Built around how the software wants you to work, rather than how your business actually operates.
That’s not good enough in 2025. Technology should evolve with the industry it serves. Just as brokerages have diversified and grown, the systems supporting them must be flexible enough to do the same.
Every brokerage is different – and your CRM should be too.
A CRM should be designed to adapt to you. Be customisable, built to reflect your way of working rather than force you into someone else’s.
Whether you’re a team of two or a nationwide operation, dealing with straightforward remortgages or complex portfolio cases, your CRM should fit around your processes, your priorities, and your people.
In a market that never stands still, brokers need tools that evolve with them. Don’t be boxed in by outdated systems. Choose a CRM that moves as fast as you do.
After all, you’ve spent twenty years reshaping your business. Isn’t it time your technology caught up?
Matt Harrison is commercial director at Finova Broker.
