With Koodoo Evaluate, Koodoo Advice is progressing toward 100% oversight of customer conversations, delivering prompt, actionable feedback on quality and compliance—improving customer outcomes and giving valuable time back to teams.

The Challenge

Koodoo Advice was built as a small but mighty mortgage brokerage, dedicated to getting customers the best mortgage deal. With demand set to rise as rates stabilise, scaling compliance oversight, a fundamental duty under FCA regulations, has become challenging with increasing case volume. Traditional sampling methods used across the industry leave over 80% of conversations unchecked, limiting our ability to gain proactive insights essential for improving customer outcomes.

To maintain high-quality outcomes and compliant services as we grow, Koodoo Advice needed a scalable solution to increase oversight without expanding time-consuming, repetitive, and overly manual processes.

The Solution

Koodoo Advice rolled out Koodoo Evaluate to automatically monitor 100% of customer conversations against a compliance framework, giving a prompt initial assessment.

Koodoo Evaluate streamlines quality assurance by scoring each interaction, flagging key issues, and generating focused feedback through an intuitive dashboard. Compliance managers gain efficient oversight with flagged actions, determining where a thematic deep dive may be required, while advisers receive targeted insights to improve and enhance their service, whilst remaining compliant.

With GenAI-powered contextual analysis, Koodoo Evaluate also surfaces trends in customer conversations—insights that previously relied on delayed feedback. By spotting patterns, like spikes in rate-change queries, we can proactively address customer needs earlier in their journey.

Results

With Koodoo Evaluate, we’re fundamentally enhancing customer outcomes by advancing toward 100% coverage of customer conversations, reducing risks associated with limited sampling. Compliance feedback time has shortened from weeks to days, empowering advisers to address issues early in the mortgage process, resulting in faster, more compliant recommendations and higher customer satisfaction. 

Conclusion

Koodoo Evaluate has empowered our mortgage brokerage, Koodoo Advice, to enhance customer outcomes and scale compliance efficiently, ensuring every customer conversation meets high standards while driving continuous improvement and proactively addressing customer needs.

Discover how Koodoo Evaluate can help you uncover hidden risks and improve compliance outcomes. Contact us today to learn more.