New research finds 69% of advisers are ready to break up with their CRM – as Twenty7tec calls for smarter, single-platform solutions

New research from leading tech firm Twenty7tec and Smart Money People reveals that advisers’ relationships with their CRM systems are under serious strain. 

Just 12.3% describe themselves as “very satisfied” with their current provider, while a third remain neutral – signalling a market open to improvement.

In response, Twenty7tec is championing the need for a more integrated approach. The company has outlined its long-term vision for a single technology platform to power the advice process from end to end – with one login, one provider, and one set of customer data to streamline operations and reduce friction.

“Too many advisers are stuck using disconnected tools,” said James Tucker, CEO at Twenty7tec. “Sourcing, CRMs, document sharing, compliance checks – each with a different login and no clear link between them. It’s no wonder that people are getting seriously fed up with something that’s meant to make the working day less stressful.

“It’s that ease of the working relationship that really needs to be focused on. More than half of those surveyed prioritise ease of use when choosing their CRM, while the same amount cited more features and better integrations as reasons they would switch providers.”

James continued: “However, one of the biggest barriers advisers are facing when looking to switch is that they’ve got too many eggs in too many baskets. Over 65% are avoiding switching CRM systems to prevent operational disruption, and more than a third are concerned about compatibility with their existing tech. So how can this be addressed without causing even more friction for the customer?”

Twenty7tec’s approach is simple: reduce complexity by developing and delivering a single platform to the market that supports every stage of the advice process. With five connected modules – from sourcing to application tracking – and seamless integration through open APIs, the system is being built to be flexible, scalable and supportive from day one.

“Data will be the backbone of the platform – and we’ve committed to major investment in rebuilding our data infrastructure,” said James. “This will support future-ready applications of AI and machine learning, from smarter sourcing to predictive analytics and intelligent automation.”

Reflecting on the importance of AI for CRM users, James said: “There’s huge potential for AI to deliver fast, accurate insights drawn from market data, lender criteria and economic trends – helping advisers make smarter decisions, faster. But it has to be done right. 52% of advisers say they’re interested in using AI-driven CRM features, and we already know AI needs to be paired with strong security that builds trust. That’s why we’re investing in information architecture that prioritises privacy while delivering on efficiency.”

To streamline the single platform model further, Twenty7tec has taken into account the features that keep advisers in the ‘honeymoon period’ with their CRM.

He explained:  “Client portals are no longer a nice-to-have – they’re increasingly expected as standard. Advisers want something that makes communication with clients easier, not harder. That means simple, secure document sharing, messaging, and real-time progress updates – all in one place and on-brand.

“Twenty7tec’s Connect module aims to close that gap. Designed to support secure communication and collaboration, it enables firms to manage client interactions more effectively – without relying on disconnected systems or manual workarounds.”

Other key findings from the research include:

• 88.3% want automation in some form
• 43.4% say a client portal is very important in their CRM; a further 36.4% say it’s somewhat important
• Just 16.3% say their CRM supports compliance very well
• Only 9.3% say it improves profitability
• 38.3% cite compatibility with existing systems and cost of switching as top barriers

James added: “We’ve spent the last decade building tools that make advice smarter and lending smoother. This research gives us a clear roadmap for what comes next – tech that works harder, connects better, and makes advisers’ lives easier. There’s a clear value gap that tech platforms in the market are working to close.

“But we’re also investing in real-time, human-centred support, with dedicated account managers, onboarding that works, and a commitment to being a partner, not just a provider. We’re proud to be leading that change.”