Client Case Study: Xpress Mortgages
Could you tell us a bit about Xpress Mortgages and your company goals for 2025?
Xpress Mortgages is a directly authorised mortgage adviser set up almost 20 years ago from home, and has developed over time into a business that has, I am proud to say, employed and developed some great mortgage advisers over the years. Based in Byfleet Village in Surrey, Xpress is a small but lively office with a team of four: two advisers, Rachel and Carmen, and two administrators, Devina and Ella.
Xpress offers a whole-of-market service, serving everyone from first-time buyers, home movers, buy-to-let, specialist lending, and mortgage protection.
Why did Xpress Mortgages decide to partner with OMS?
We were looking for a new CRM system that would allow us to work smarter and make better use of our time. We found ourselves keying the same data into various systems and needed a more integrated solution. After a demonstration of OMS, we were blown away by what we could do from one system — keeping everything together in one place and only keying once.
With the ever-increasing burden of repeat applications, product transfers, and rate changes at short notice, we had to find something that could prevent us from spending a large amount of our time on admin. Being a small team, we needed a system that we could all work on together, that provided good visibility of individual case statuses — and OMS offered what we needed and more.
Could you provide examples of how the OMS platform has improved the efficiency of your workflow or client interactions?
There are so many areas where efficiency has been improved, but one of the biggest is client paperwork that needs signing on each and every case.
Previously, we would complete a case on the old CRM system, then go to a different portal to upload all the documents for electronic signing and return by the client. With OMS, it’s all done at the click of a button, without the need to go elsewhere and use another paid-for service.
Can you highlight specific features or aspects of the OMS platform that attracted Xpress Mortgages?
There are so many tools and features that mean you can do everything within the OMS system. The main attraction was the ease of use and the time saved on every mortgage case.
In what ways has the OMS platform enhanced your ability to manage and nurture your client relationships?
Being able to access information quickly creates confidence in our clients that we will provide a good customer journey.
The admin time has been reduced, leaving us more time to do what we do best — advising on and arranging mortgages for our clients.
What role does technology, particularly the OMS platform, play in ensuring compliance and security at Xpress Mortgages?
We pride ourselves on being compliant and have fully embraced Consumer Duty. The OMS portal assists us greatly with compliance and provides a secure environment for important information, whilst allowing us to work at the pace our clients expect and demand.
OMS makes case file checks easy, as everything is in one place.
How has the partnership with OMS influenced your approach to customer service and client engagement?
When we started using OMS a year ago, our old database from the previous CRM system was imported very easily.
This means we have our entire client database on OMS, which is constantly updating as we add new cases. It’s also easy to send out our quarterly newsletter, keeping clients informed and engaged.
Can you share any success stories or key milestones achieved since implementing the OMS platform?
The main success story so far is simply the time saved from onerous admin tasks.
There are still many more features within OMS for us to explore, which will help us further streamline the end-to-end process.
The support at OMS is second to none — anytime we need help and guidance, it’s literally on tap!
I think the next thing I want to implement is taking payments for our fees through OMS, rather than calling clients to take payments over the phone.
This will not only be a better solution for our clients but will also save us even more time — which, let’s face it, is the one thing we all really need more of.
What are your thoughts and plans for Xpress Mortgages in 2025?
Xpress is looking to survive and thrive throughout 2025.
It’s been a tough couple of years in the mortgage industry, but it feels like we’ve turned a corner, as the first four months of 2025 have seen a sharp rise in applications across the board — which is great news!
With the increased activity, we need systems and processes in place that run like clockwork and are robust.
All of our staff can work with OMS to ensure we remain compliant and efficient, allowing us to spend more time working on new business and providing the best customer service and outcomes possible.
Click Here to learn more about Xpress Mortgages: https://xpressmortgages.co.uk/