One network, many ways of working

Resolve Finance supports a network of around 130 brokers, including approximately 100 franchisee owner brokers. Those businesses range from single-broker operations to larger teams with dedicated support staff. Each has its own processes, technology confidence and appetite for change.

For Mervi Mattila, Data & Systems Manager at Resolve Finance, that creates a practical challenge for people. New capability only delivers value when brokers know it exists, understand how it works and can apply it in their own business. Some brokers quickly explore new tools. Others need more guidance and time.

The move from Salestrekker to Salestrekker 2.0 also required careful communication. Resolve had to help franchisees adapt without overwhelming them with every release, setting change against the day-to-day pressure of serving clients and keeping files moving.

“We need to support all of our franchisees, regardless of the size of their teams. Salestrekker 2.0 supports this goal,” Mervi Mattila, Data & Systems Manager, Resolve Finance.

That challenge is clear in Taylar Stephens’ Resolve Finance franchise mortgage broking business. His 11-person team includes three brokers, a broker associate and operations staff. Around 75% of its work comes from existing clients or referrals from their friends and family. Consistent service matters because trust drives the business.

Turning small efficiencies into better work

Taylar approaches productivity by removing small, repeated tasks. A two-minute saving may look minor on one file. Repeated 30 or 40 times a day, it gives the team meaningful time back.

Salestrekker 2.0 gives the team more scope to turn those savings into valuable time across the day. Taylar has created around 50 to 60 automations, including lender-specific actions that appear only when they are needed. A document required before settlement can be triggered for the relevant lender, instead of sitting in every deal checklist.

He also invested around 10 hours in detailed note templates for compliance. That upfront effort created a faster and more consistent way to record the information required across a file.

“Our compliance notes compared with version one are about 300% more compliant. The speed and efficiency have had a big impact,” said Taylar.

At network level, Mervi sees Salestrekker 2.0 as a platform Resolve can keep growing with. Automations are already ahead of the previous version, while note templates, integrations and incoming AI tools create further options for brokers who choose to use them.

Resolve is pairing that capability with people support. Its learning and development team is preparing ongoing productivity training so brokers can revisit tools they may have missed and learn how to set them up properly. Mervi can then focus on assessing new integrations, their cost and whether they deliver enough value for franchisees.

More control without losing the personal service

For Taylar’s team, the strongest result is greater control across a growing workload. Automations place the right task in front of the right person at the right time. Note templates make compliance records quicker to prepare and more consistent. Staff spend less time remembering every small step and more time progressing each deal and supporting clients.

“For the scalability of a team, Salestrekker 2.0 can run rings around what we had before. The ability of the automations and what you can do is unreal,” Taylar continued.

The benefits reach beyond Taylar’s business. Resolve now has a clearer path for helping brokers at different stages of technology adoption. Tech-confident franchisees can explore deeper automation. Brokers who need more help can use structured training to gain confidence with the functions already available.

“We want brokers to understand the tools that are already there and find the small productivity gains that make their operations more efficient,” concluded Mervi.

Resolve is looking ahead to the next phase, with Mervi exploring how new document scanning, income verification and AI capabilities could deliver even greater value across the network. Taylar is also keen to revisit the rebuilt client portal and explore tools such as AI document naming as part of Resolve’s ongoing focus on smarter, more streamlined ways of working.

It’s a positive direction that strengthens what Resolve already does well – giving brokers the flexibility to run their businesses their way, backed by stronger systems, clearer training and more consistent processes. For clients, that means the responsive, personal service they value, supported by technology that helps brokers spend more time where it matters most – with their customers.