From Process to Personal: Financial Independence is Using AI to Transform Client Engagement

For Financial Independence, innovation has never been optional. Over the past 11 years, the company has grown from a small team of 16 to more than 50 staff, building a reputation for forward thinking and customer-first service. Along the way, Financial Independence has consistently invested in systems and processes that set it apart. One of the earliest decisions was to build their own CRM platform when there was no off-the-shelf option.

So, when generative AI began to reshape the business landscape,  Financial Independence saw a new tool and an opportunity to take its digital transformation to the next level.

The Challenge: Repetition vs. Relationships

In the insurance industry, compliance and communication are critical. But they also come with a mountain of repetitive tasks. Annual renewals. Standardised reminder emails. Duplicate messages that consume time but add little value.

For Financial Independence, the goal was clear: free their advisers from repetitive admin so they could spend more time where it matters most with clients.

“Every year, we were sending the same emails, typing the same reminders.  We wanted AI to take care of the duplication so our people could pick up the phone, sit down with clients, and find new opportunities.”

Why SmartSpace?

Like many businesses, Financial Independence explored options such as ChatGPT and Microsoft Copilot. However,  neither offered the balance of security, flexibility, and affordability they needed.

• ChatGPT raised immediate concerns about data privacy and compliance. Even with controls in place, Financial Independence knew there was a risk of client information being shared in the wrong way.
  
  
• Copilot was powerful, but rolling it out across 50 staff was cost-prohibitive and lacked the customisation Financi needed.

“SmartSpace gave us control." “Once you understand the system, you can set up automations yourself. You do not have to outsource everything to the tech team. That was a big factor for us.”

Furthermore, SmartSpace operates entirely within Microsoft Azure. For Financial Independence’s shareholders, including a listed Australian company, governance and security were essential.

The SmartSpace Advantage in Action

With SmartSpace, Financial Independence was able to move quickly from strategy to execution using the SmartSpace Advantage framework:

• Kickstart Phase: In a matter of weeks, Financial Independence had its first use case templates live. These automations immediately began reducing repetitive work and creating momentum.
  
  
• Acceleration Phase: Financial Independence meets with SmartSpace regularly, brainstorming new workflows and optimising existing ones. “It is like having a mini business partner,” says the team lead. “I can bring ideas, and SmartSpace helps turn them into reality.”

This structured approach means Financial Independence is not experimenting with AI. They are embedding it into the fabric of their business, with a foundation built to last.

Early Wins

The benefits have already been felt across the business:

• Personalised communications: Automations that adapt to each client, making interactions feel less like templates and more like real conversations.
  
  
• More time with clients: Advisers spend less time at their desks and more time building relationships.
  
  
• Confidence in adoption: Staff are excited about AI. Many included it in their professional development goals for the year, eager to learn and explore.

Looking Ahead

For Financial Independence, AI is not about chasing the latest shiny tool. It is about staying true to their culture of innovation and client-first service. With SmartSpace as a partner, they have the expertise, the platform, and the process to keep growing with confidence.

“The biggest benefit is that SmartSpace feels like part of our team. They keep us focused, bring new ideas and share our vision of solving problems. It means we can keep moving forward without losing sight of what matters: delivering for our clients.”

AI is transforming industries, but success depends on more than technology. It takes the right approach, the right platform, and the right partnership.

Financial Independence's journey shows what is possible when those pieces come together. With SmartSpace, they are turning automation into personalisation and freeing their people to focus on relationships, not repetition.