Women in Finance Award spotlight

Having opened their doors just over a year ago, Kaboodle Finance has gone from strength to strength. Nominated in the prestigious Women in Finance Awards for Mortgage and Finance Broker of the Year, their entry reveals some of the keys to success for this growing business. We spoke to business owner Kim Narayan.

What makes your business successful?

Customer Service - "My aim is to make the home loan process as simple and enjoyable as possible for the customer and my service does not end once the customer has settled their loan.

"I also put myself in the customers shoes, so I don't use any industry jargon, I encourage the customer to ask all questions no matter how small and I also point out the questions customer may not know to ask especially if that have not been through the process before.

"Importantly, I am available in and outside of business hours to talk to customers on the phone, answer emails and since I am a mobile broker, I meet customers for appointments at a location of their choice. I also encourage customers to make their appointments around their schedule and I even am happy to wait until customers have put their children to bed and meet them in the late evening!"

Building infrastructure - "From the very beginning of Kaboodle Finance, I wanted to create a system that would support our customer service efforts, enable me and my team to increase our efficiency and assist the customer during the home loan process. After an 18 month test phase I was excited to officially release The Khub to my customers. It's an interactive platform between the customer and the Kaboodle team where customers can log in and securely upload their supporting and compliance documents and get a much more visual perspective on their home loan."

Image: KHub is a user-friendly dashboard

Educating clients - "We have incorporated content marketing into our business strategy as we see this as our opportunity to add value for our customers and build brand awareness. By providing quality content and resources, customers are sharing it on facebook and talking about us with their friends."