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How a KAN-do attitude is shaking up mortgage advice

Kiwi Adviser Network (KAN) has successfully posted impressive growth in recent years, carving out a niche in the market with its bespoke software and adviser-centric model. While innovative technology is a key part of its success, the rise of KAN also reflects the power of understanding local needs and fostering a culture of continuous improvement. "We’ve tried to really keep our Kiwi roots to the core. We’re owned and operated in New Zealand, and our software system, Trail, we’ve built it from the ground up, specifically for the New Zealand market,” says Warwick Slow, KAN’s national sales manager.

This focus on local needs extends beyond just technology. Slow emphasises that KAN’s unique selling point is its commitment to independent advice. “The Kiwi Adviser Network has no branded advice business, so we’re not competing with any of our members. It’s all about independent advice,” he explains. This approach sets KAN apart in a market in which many aggregators also operate their own advice businesses. By focusing solely on supporting independent advisers, KAN has positioned itself as a trusted partner rather than a potential competitor.

One of the key factors propelling KAN’s growth has been its willingness to listen and adapt. Slow emphasises the importance of a no-ego culture within the team. “If we get given feedback, we try and take it on board. We can’t do it all, but we do take it on board, and it helps us shape the offering that we’ve got today,” he says. This openness to feedback has allowed KAN to refine its offerings continuously, ensuring that it remains relevant and valuable to advisers. No improvement is too small – indeed, it’s often the culmination of minor changes that’s exactly where it counts, a subtlety that can be easily missed. The mortgage industry tends to focus on big wins, but the reality is that major achievements are the sum of years of effort, practice and ongoing improvements. This approach is known in professional sports as marginal gains theory, the idea that small yet significant improvements can lead to monumental results. While it has recently been picked up by a few thought leaders in management circles, it’s most famously associated with British Cycling and its phenomenal turnaround in performance from an also-ran team to one that now often dominates both the Olympics and the Tour de France. KAN is on the same continuous improvement arc in a constant search for optimal performance where there is no upper limit, only the next refinement.

KAN’s commitment to technology is evident in its proprietary CRM system, Trail. Designed with both advisers and end consumers in mind, Trail aims to streamline operations and enhance efficiency. “Being a technology-first company, we always have that scope and lens on everything that we do,” Slow says. “We’ve designed Trail to be easy for not only our advisers using it but also the end consumer. It’s a really seamless process.” He notes that while there’s often a temptation to add every possible feature to software products, KAN has focused on the most valuable functionalities – it’s all too easy to not see the wood for the trees when it comes to tech. “Sometimes there’s the temptation to just add everything into a software product, and at the end you [have] this tool that can do a lot but not really doing anything well,” Slow explains. “In software, most of the value is in a small percentage of the features that are used, so we’ve really focused on that customer experience and adviser experience.” The impact of this approach has been significant, and Slow gets feedback on this point frequently. “I’ve heard so many times that advisers are considering hiring a support person for their business, but by bringing in Trail they haven’t needed to do that,” he says. This efficiency allows advisers to reallocate resources to areas like marketing, or expand in other areas, potentially adding revenue to the business in a way that makes it more profitable.

Spotlight

When asked about the factors driving KAN’s rapid expansion, Slow says it’s all about getting the basics right and building trust. “I’d love to say there was a secret sauce, but really, it’s just doing what you say you’re going to do, and doing right by advisers,” he says. Word of mouth plays a crucial role in business growth, especially in niche industries. Slow attributes much of KAN’s success to this organic spread of positive experiences among advisers. “New Zealand’s a very small country, and we’re in a niche industry, so news does travel fast. If we offer a product that people like, they’ll tell their friends about it, and a lot of their friends are also financial advisers,” Slow explains. However, he also acknowledges that the details are just as important as the basics when it comes to business growth. “You’ve got to do so many different areas really well, and it can be those little one-percenters that make a big difference,” he says.

Kiwi Adviser Network (KAN) was launched in 2021 by business partners Chuck Slogrove and Ben Krebs. It has rapidly grown to become the second-largest mortgage aggregator in New Zealand. KAN provides advisers with high-quality technology, products, training and advice to unlock their time and help them achieve long-term business growth and success. Recently awarded Aggregator of the Year at the New Zealand Mortgage Awards, KAN is dedicated to expanding and enhancing its services to advisers and aims to create mutual partnerships that provide real value and support.

Company Profile

2nd

ranking in list of NZ mortgage aggregators by size

1,400+

No. of users of in-house CRM Trail

No. of insurance and KiwiSaver providers KAN works with

28+

No. of lenders on lending panel

No. of positions held by dogs

Bio

Spotlight

Milestones

Media

Accolades

Company Profile

Years in the industry

4.5

Career highlight

Receiving the BDM of the Year 2024 award at the New Zealand Mortgage Awards

Favourite quote

“You learn more from your losses than your wins”

Warwick Slow

National sales manager at Kiwi Adviser Network (KAN)

Kiwi Adviser Network lifts the lid on its rapid expansion and unique approach, the power of technology in reshaping the New Zealand mortgage industry, and its vision for the future

Read on

“I’d love to say there was a secret sauce, but really, it’s just doing what you say you’re going to do, and doing right by advisers”

Warwick Slow, Kiwi Adviser Network

Karen Adams

President and CEO at Fundserv

Before becoming CEO of Fundserv, Karen Adams held a variety of leadership roles around the world – and she learned that listening and understanding are key to both providing service and developing talent

Read on

Karen Adams

President and CEO at Fundserv

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Published 23 Sep 2024

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2017

2021

2022

2024

2017

Trail CRM launched

Trail team launch the Kiwi Adviser Network (KAN)

2021

KAN’s first anniversary celebrated with a network of 200+ advisers; launch of the KAN Podcast

2022

KAN wins New Zealand Mortgage Awards Aggregator of the Year; Adviser Interaction Events set up to promote adviser networking

2024

Milestones

New Zealand Mortgage Awards BDM of the Year 2024

Culture of continuous improvement

“We want to make sure that we can grow and protect the wealth of everyday Kiwis, and we’re always going to see the best way of doing that is through the adviser channel”

Warwick Slow, Kiwi Adviser Network

Compliance made easy with KAN

In an industry in which regulatory compliance is paramount, Trail has proven its worth. “How we’ve designed Trail is to make it easier for businesses to manage their compliance obligations, both from a governance point of view but also the advice portion.” The system’s effectiveness has been validated through real-world tests. “Over the last 12 months, we’ve had several of our businesses who are members of KAN go through the FMA [Financial Markets Authority] monitoring visits, and it’s been really validating to see how those businesses have gone through it,” Slow says proudly. He notes that these monitoring visits have demonstrated the confidence and trust that KAN members have in the process. This not only provides peace of mind for advisers but also reinforces KAN’s position as a leader in compliance-friendly technology solutions.

A vision beyond mortgages

Looking ahead, KAN has ambitious plans to expand its offerings. “We’ve developed some strong processes that cover mortgages, insurance and now KiwiSaver recently, and we’re hearing from a lot of advisers who want to diversify their business,” Slow says. This diversification is driven by advisers’ desire to provide more comprehensive financial solutions to their clients. “They want to give great outcomes to their clients that aren't just mortgages, aren’t just insurance.” In the short term, KAN is focusing on enhancing its existing offerings. “We've got a couple of improvements, like we’re adding to the mobile experience, and we’re adding some further automations around the review process.” However, the long-term vision is much more expansive. Slow envisions KAN becoming an ecosystem for financial advice in New Zealand that extends beyond just mortgages. This broader approach aligns with KAN’s ultimate goal. “The end goal really is that we want to make sure that we can grow and protect the wealth of everyday Kiwis, and we’re always going to see the best way of doing that is through the adviser channel,” Slow says.

Embracing tech in the face of economic uncertainties

When it comes to the future of the lending landscape, Slow sees technology as the primary driver of change. He’s particularly excited about the potential of open banking, viewing it as an opportunity to make a genuine difference for both end consumers and financial advisers. “I’d love to see open banking make a genuine difference to end consumers and financial advisers,” Slow says. “Technology is slow to move in this industry. And I think there’s a lot of frustration across the board, so we’d embrace that with open arms. I think it’s a really exciting opportunity that’s just over the horizon.” When asked about his outlook for different lending markets over the next 12 months, Slow points out that nobody has a crystal ball. “Selfishly, I think interest rates going down would be good for the wallets, but I don’t know … there are smarter people out there than me who don’t really know what’s going to happen.” This honest assessment reflects the uncertainties facing the financial sector, not just in New Zealand but globally. However, rather than being paralysed by these uncertainties, KAN is focusing on what it can control – namely, its technology and service offerings.

Empowering advisers in a changing landscape

As KAN continues to grow and evolve, its focus remains clear: leveraging technology to empower advisers and benefit everyday Kiwis. Slow sees KAN’s role as an enabler in this process. This vision involves not just providing tools but also creating an environment in which advisers can thrive and deliver the best possible service to their clients. By focusing on technology that enhances efficiency, ensures compliance and facilitates comprehensive financial advice, KAN is positioning itself at the forefront of the industry’s evolution. “We’re going to double down on our approach and make sure that advisers and Kiwis have easy access to great technology,” Slow says. “If we look at our mission to grow and protect the wealth of everyday Kiwis through financial advisers, we’ve just got to keep focusing on how we can improve that experience.” In an industry sometimes seen as resistant to change, KAN’s tech-driven approach and commitment to independent advice are setting a new standard for financial adviser support in New Zealand. By maintaining its commitment to continuous improvement, embracing emerging technologies and always keeping the needs of advisers and everyday Kiwis at the forefront, KAN is not just adapting to change – it’s helping to drive it. In doing so, it’s creating a model for how financial advice can be delivered in the digital age without losing the personal touch that makes advisers so valuable.

2017

2021

2022

2024

2017

Trail CRM launched

Trail team launch the Kiwi Adviser Network

2021

KAN’s first anniversary celebrated with a network of 200+ advisers; launch of the KAN Podcast

2022

KAN wins New Zealand Mortgage Awards Aggregator of the Year; Adviser Interaction Events set up to promote adviser networking

2024

Milestones

2017

2021

2022

2024

2017

Trail CRM launched

Trail team launch the Kiwi Adviser Network

2021

KAN’s first anniversary celebrated with a network of 200+ advisers; launch of the KAN Podcast

2022

KAN wins New Zealand Mortgage Awards Aggregator of the Year; Adviser Interaction Events set up to promote adviser networking

2023

Milestones