Digital signing (84%), CRM (77%) and cybersecurity (70%) lead adoption, while Open Banking and generative AI top the plans. Where technology saves time — and where it doesn't.
Deloitte's survey mapped which technologies brokers use today and which they plan to add. The pattern is clear: adoption is strongest where the task is administrative and well defined, and thinnest where the work is judgement-heavy.
In use today
- Digital signing services: 84% of brokers
- CRM: 77%
- Cybersecurity: 70%
- Credit assessment tools: 57%
- Generative AI: 27%
- Consumer Data Right / Open Banking: 26%
On the roadmap
Open Banking and the Consumer Data Right is the most planned-for technology at 34%, followed by generative AI at 32% and mobile apps at 31%. Since February 2022, brokers have been able to access CDR data as 'trusted advisers' — a structural change to how client financial data reaches the broker.
Where technology moves the needle
Asked which stages of the broking process technology has most improved, brokers named borrowing capacity assessment (25%) and client identification (19%), followed by application preparation (16%). These are the manual, repetitive stages. Post-settlement management scored just 2% — the stage most directly tied to retention remains largely un-automated.
"By reducing the time needed for administrative tasks, brokers can spend more time providing personalised support to improve the customer experience."
The channel shift
Brokers now conduct three times more communication on digital platforms than face to face during the broking process — a threefold increase since the 2018 report. Deloitte highlights the equity benefit: digitised broking gives regional and rural customers access and turnaround times that branch networks no longer provide.
The gap worth noticing is the one between front-end automation and back-book management. Broking has digitised origination thoroughly and post-settlement barely at all.
Source: Deloitte Access Economics, The Value of Mortgage and Finance Broking 2025, prepared for the MFAA (February 2025).