For brokers big and small, the Covid-19 crisis is posing questions about how to keep business moving when disruption sets in. Many firms are working from home, but this is significantly easier for some than for others.

Whenever disruption strikes, it’s important that brokers are ready and able to operate as normal. In fact, planning for the unexpected can deliver some great benefits for the good times too. In this instance, flexibility is vital and the only viable way to deliver it is through technology and a specialised mortgage platform.

Cloud hosting and storage are the foundations for any agile mortgage system. On-site servers can’t always be accessed from out of the office, and they’re often less secure and stable than cloud alternatives. Using a system hosted in the cloud means files are secure and accessible from anywhere.

Being able to set up shop wherever you are requires access to fully digitised documents and information at every step. Digitisation of data makes it simpler, faster and more efficient for brokers to get the information they need, on demand, when they’re out of the office.

In the long term, digitised data will transform the mortgage process from start to finish. Information collected and put into a fact-find at the start can be seamlessly shared with other parties at different stages of the application, making a frictionless experience for all.

At its core, digitisation saves time and removes the need to re-key data, but it also improves the efficiency of communication. And communication is the most important consideration for a broker, whether planning for the worst or during everyday business. Strong relationships are vital to retain current business and bring in new clients, and it’s crucial, during disruption and uncertainty, that brokers are there and ready to advise.

Right now, many homeowners will have questions about repayment holidays, the impact of slashed interest rates, or how an income interruption may affect their ability to secure a mortgage. That is why firms need a plan in place to ensure they can communicate effectively and quickly with clients. Notifications about the progress of an application are important at every step.

This may mean picking up the phone and having a conversation, but normally a broker would have to do so only for new business or extraordinary updates. That’s where, in the long run, tech can lighten the load with automated client contact. In good times and bad, brokers can rest easy knowing clients will stay in the loop.

Conor Murphy is chief executive of Smartr365