Mortgage Broker CRM Software for Australian Brokerages
Zoho CRM or a custom CRM for Australian mortgage brokers, so every application, referral and refix has an owner and a next step.
Lumen has implemented Zoho CRM for 14+ years and builds the mortgage calculators and enquiry forms that feed it. Your CRM is set up around how your brokerage works and connected to your website and other systems, so your team runs one process instead of juggling several.
What the CRM gives your brokerage
A live view of every application
Brokers and managers see each application's stage, owner and next action without chasing emails or spreadsheets.
Outstanding items that don't slip
Missing information, requested documents, lender conditions and overdue tasks stay visible against the application until they're cleared.
Clients contacted before they refix elsewhere
Rate-expiry and annual-review reminders prompt the right broker to get in touch before the client goes straight to their bank.
Referral partners you can measure
See which agents, accountants and past clients send enquiries, and what those enquiries become.
Compliance steps on record
Each review step your brokerage defines gets an owner, a due date and a recorded outcome. Your brokerage sets the process; the CRM records the work.
Who this suits
Lumen sets up CRMs for brokerages with two or more users. It's a good fit if your brokerage:
A good fit if your brokerage:
- has advisers and support staff sharing clients, documents and tasks
- works with referral partners and wants to see what each one sends
- finds its aggregator's CRM doesn't fit how it works, or wants the CRM connected to its website and other tools
Solo Advisers
If you're a solo adviser, your aggregator's CRM is likely the better option.
How the CRM runs each application
Lumen configures the stages your brokerage uses. A typical flow looks like this:
| Stage | What the CRM tracks |
|---|---|
| Enquiry | Client details, referral source and first contact |
| Fact-find and documents | Information requested and what's still outstanding |
| Preparation and review | Application and internal review tasks, with owners and due dates |
| Lender submission | Submission follow-up, lender requests, conditions and recorded decisions |
| Settlement | Settlement tasks through to completion |
| After settlement | Refix dates, annual reviews and referral follow-up |
Your aggregator or mortgage platform stays the official record for lender submissions and loan data. The CRM runs the brokerage's work around it: who owns each application, what's outstanding and what happens next.
Why Lumen instead of an off-the-shelf broker CRM
An off-the-shelf broker CRM is quick to start, but your team adapts to its workflow. Configuring Zoho on its own fixes the CRM, not what feeds it. Lumen also builds and connects the pieces on either side:
Lead capture that creates CRM work.
Lumen builds custom mortgage calculators for brokers and lenders. A completed enquiry creates a CRM record and a follow-up task for the right broker.
Less manual document handling.
AI automation sorts client documents and pulls out key details, so staff check them rather than key them in.
Connections to the systems you already use.
Lumen scopes each connection to the system's API before building it, so client details move between your CRM, website and other tools with less double entry.
Lumen brings 14+ years of Zoho CRM implementation experience and 42+ live API integration projects.
Zoho CRM or a custom mortgage CRM
Lumen starts with Zoho CRM, which is quicker and cheaper to set up than a custom build. When a defined requirement goes beyond what Zoho can do, Lumen designs and builds a custom CRM or the specific piece that's missing.
| Zoho CRM configured | Custom CRM or application | |
|---|---|---|
| Suits | Client management, referrals, application stages, follow-up and reporting | A workflow, client experience or data flow that goes beyond Zoho and your mortgage systems |
| Lumen delivers | Fields, stages, user access, tasks, automations and reports set up for your process | A custom CRM, calculator, intake form, extension or integration, designed, built and tested to agreed requirements |
How Lumen delivers your CRM
Map your workflow:
how clients, referrals, applications and follow-up move through your brokerage today.
Design the CRM:
records, stages, responsibilities, reports and the boundary with your mortgage platform.
Configure or build:
set up Zoho CRM and any agreed custom features or connections.
Test and hand over:
check workflows and data with your team, then complete any agreed data migration and training.
Questions about mortgage broker CRM software
Yes. It stays the official record for submissions and loan data. If it has an API or export, Lumen can bring key client details into the CRM so your team doesn't type them twice.
Yes. Lumen plans the migration during design: what moves, how fields map across and when you switch over. The data is checked before go-live.
No. AI handles administrative work such as document intake, with staff checking the output. Lending and approval decisions stay with brokers and lenders.
Discuss your mortgage broker CRM
Tell Lumen how your brokerage handles clients, referrals and applications today, and which systems you use. In a free session, we'll recommend whether Zoho configuration, custom work or both fits, then outline the scope and next step.