JAVLN launches CRM for brokers lacking client tracking

JAVLN has launched JAVLN Clients, a customer relationship management system for insurance brokers and financial advisers. The product is aimed at firms that do not use a dedicated CRM.

It gives brokerages a single view of sales opportunities from first contact to a won deal and can also run alongside JAVLN's existing Officetech platform. The system is designed as a standalone product that is not tied to any broker network.

Research cited by JAVLN points to a sizeable gap in CRM adoption across the market. Macquarie Business Banking's Insurance Industry Benchmarking Report found that 51% of Australian broking businesses and underwriting agencies use a customer relationship management tool, leaving close to half without one.

According to JAVLN, those businesses often manage pipeline activity through spreadsheets, email inboxes and whiteboards. That can leave sales activity disconnected from client documents and workflow records held elsewhere in the business.

Sector focus

JAVLN says the system was built specifically for insurance brokers and advisers rather than as a generic CRM. It brings together clients, leads and pipeline activity in one system, while recording notes from calls and meetings either by voice through the JAVLN app or from a desktop.

For firms already using Officetech, the CRM sits over existing client documents and history rather than storing another copy of the same information. The approach is intended to reduce switching between systems when tracking opportunities.

The launch comes as many brokers focus on expansion. NIBA's Data to Direction report found that 85% of brokers are actively growing their client base, suggesting strong demand for systems that track new business, cross-sell and up-sell opportunities.

"Almost every brokerage has a system for the policies it holds. Nearly half have nothing for the business they're chasing. Brokers were never given software for that job. JAVLN Clients is our answer and it belongs to the brokerage that uses it, not to a network," said Tim Mole, Head of Document Intelligence at JAVLN.

Mole said the product was built around common broking processes and record-keeping requirements. "A CRM built for any industry doesn't know what a renewal is, or which policies a client already has, or why a document has to be kept exactly as it was on the day it was issued. JAVLN Clients does, because it was built for brokers from the start. Run it on its own or with Officetech and years of client documents already underneath it."

Adviser role

JAVLN says the new system is intended to help brokers identify clients who may need attention before they handle renewals or other insurance decisions without advice. NIBA's Complexity to Clarity report found that 56% of Australian businesses surveyed had managed an insurance renewal on their own, while 84% said they trust brokers to act in their best interests.

JAVLN argues that gap reflects a failure to spot and act on opportunities at the right time rather than a lack of demand for broking advice. JAVLN Clients flags leads and opportunities that have gone quiet, prompting follow-up while clients are still weighing their options.

Broader industry research also suggests technology is reshaping broker roles. NIBA's Ready or Reacting report found that 83% of brokers believe technology and automation are likely to change their role, while 61% said they felt prepared. The same report found that 77% expect to work as strategic advisers to clients, although only 65% felt ready for that shift.

The product also connects to Microsoft Copilot, Anthropic Claude and other artificial intelligence assistants, allowing brokers to query pipeline and client activity in natural language. JAVLN says users can ask which clients they have not spoken to during a quarter or how much business sits in the pipeline and receive a quick answer.

Founded in 2011, JAVLN provides cloud software to insurance brokers, agencies and underwriters across Australia, New Zealand and the Pacific Islands, and also serves customers in other markets. Its existing Officetech system combines documents, correspondence, tasks and workflow in one platform for insurance professionals.

Macquarie's benchmarking figures and the NIBA research cited by JAVLN suggest the company is targeting a broad section of the broking market that still relies on manual tools to manage business development and client follow-up.