Advisers are becoming increasingly dissatisfied with their CRM systems, with 69% open to switching providers, according to new research by Twenty7tec and Smart Money People. Only 12.3% of respondents described themselves as “very satisfied”, while one-third remained neutral, highlighting what the tech firm describes as a market “ripe for disruption”.
In response, Twenty7tec is pressing the case for a single-platform model designed to simplify the advice process with one login, one provider and one unified data set. James Tucker, CEO at Twenty7tec, said: “Too many advisers are stuck using disconnected tools. Sourcing, CRMs, document sharing, compliance checks – each with a different login and no clear link between them. It’s no wonder that people are getting seriously fed up with something that’s meant to make the working day less stressful.”
Tucker added that ease of use was a priority for more than half of advisers surveyed, alongside the desire for more features and better integrations. However, operational disruption and compatibility with existing systems were major barriers to switching, cited by 65% and 38.3% of respondents respectively.
The company is developing a new end-to-end advice platform comprising five connected modules, supported by open APIs and a rebuilt data infrastructure. “Data will be the backbone of the platform – and we’ve committed to major investment in rebuilding our data infrastructure,” said Tucker. “This will support future-ready applications of AI and machine learning, from smarter sourcing to predictive analytics and intelligent automation.”
Tucker noted that 52% of advisers are interested in AI-driven CRM features, but warned that adoption depends on trust and security. “We already know AI needs to be paired with strong security that builds trust. That’s why we’re investing in information architecture that prioritises privacy while delivering on efficiency,” he said.
The research also revealed that 88.3% of advisers want automation in some form, while 43.4% rank a client portal as very important in their CRM. Only 16.3% believe their current CRM supports compliance well, and just 9.3% say it improves profitability. In response, Tucker said: “We’re proud to be leading that change… tech that works harder, connects better, and makes advisers’ lives easier.”
