Service is a key driver for RAF in 2025
18/03/2025
BrokerWorld ("BW"): How does Renaissance Asset Finance set itself realistic but stretching targets in an unpredictable year, and how has the company been able to meet/exceed those targets?
Danielle Roberts, Operations Director at Renaissance Asset Finance ("DR"): Over the past few years, we've embarked on an incredible journey, recently celebrating our ten-year trading milestone last summer. Our main goal has been to strategically expand our balance sheet, and we've seen tremendous success—doubling it in just the last two years.
This year, we're aiming even higher, building on our solid foundation. A major factor in our success has been the ongoing development of our flow proposition, along with our block and wholesale offerings. In 2024, the business achieved record success in all areas
Our focus remains on providing meaningful financial solutions that truly add value for our clients.
BW: What has RAF learned from that process to set it up for even more ambitious targets in 2025?
DR: As we set our sights on even more ambitious targets for 2025, we've gained valuable insights from our recent growth journey. A key priority is maintaining a competitive credit appetite that allows us to win business while ensuring our pricing remains impactful and aligned with the types of transactions we aim to support.
Service has always been and will continue to be a key driver. We aim to provide direct access to our team at every level—whether it’s an underwriter, sales support, business support, or a member of our sales team—so that clients and brokers can always connect with the right person quickly and efficiently.
Additionally, we are investing in new technology to enhance operational efficiencies across the business. We've recently selected Odessa as our new system provider to drive digital transformation, streamline processes, and improve overall service delivery. This strategic investment will not only support our internal teams but also enable us to serve our clients more effectively as we continue to scale.
BW: How does RAF embed technology in improving customer service levels?
DR: Service excellence is our top priority, and upgrading our technology is one of the most effective ways to achieve a faster, more seamless experience for our brokers.
By integrating new technology into our operations, we aim to significantly enhance our service levels, particularly in terms of speed and efficiency. We're focused on streamlining our decision-making processes to offer quick turnaround on credit decisions, ensuring deals can be processed and paid out on the same day. This is a key priority for both us and our brokers.
BW: What changes has technology (specifically) allowed RAF to make?
DR: Over the past ten years, we've relied on our existing CRM systems to support our operations. However, as we continue to grow, it's become clear that an upgrade is necessary to enhance efficiency and service delivery.
To drive this transformation, we've partnered with Odessa to implement a brand-new system that aligns better with our long-term goals. While we're still in the early stages of this process, we're committed to delivering the new system before the end of 2025.
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