In order to streamline and prioritise the way we support you, we’ve introduced prompts into the Mercury HelpDesk.

When you launch a chat session, you will now be stepped through options to resolve the problem. Designed to get you help faster, we’ve also identified the most common requests to save you time.

These prompts also allow us to collect valuable information, so that our team can start solving your requests as soon as they receive your ticket.

Requests that seem simple to us, can be overwhelming for your clients. To help your clients better understand the information they need to provide in the Client Centre, we've created a FAQ library.

Not having to constantly field questions such as "Why do I need to add three years of address history?" or "What should I include in my transport expenses?" will also save you time.

Clients can easily access the FAQ library by clicking the question mark in the bottom-right corner of their Client Centre. They will find information explaining the question. They can also search by section or use the search functionality to learn more.

Please note, this feature is managed by Connective and isn’t able to be switched off. If you have any questions, please contact the Mercury HelpDesk team.

The migration of notes from 2016 to current day is complete. Thank you for your patience.

Migration of notes prior to 2016 is still in-progress and will continue throughout the week. 

 Next update Wednesday or when migration is complete. 

We have migrated notes from 2019-2017.

Notes from 2016-2015 will be migrated over the remainder of the week.

Next update Saturday morning.

As part of our commitment to continually improving Mercury Nexus, we will be undertaking planned maintenance on Friday 17 March.

From 11:59pm (AEDT) Friday to 11:59pm (AEDT) Saturday, Notes will be temporarily unavailable as we migrate servers.

We will be processing Notes by year. Notes will be completed by the timelines shown below:

• 5AM all Notes from 2023 and 2022
• 9AM all Notes from 20211
• 2PM all Notes from 2020
• 3PM all Notes from 2019
• 5PM all Notes from 2018
• 8PM all Notes from 2017
• 10PM all Notes from 2016
• 12AM all Notes from 2015
• 2AM all Notes older than 2015

Please note: once the migration begins, notes will begin appearing within a few minutes in the new system. You won't have to wait until the scheduled completion time for all notes to be available.

Any new notes created after 11:59pm (AEDT) will be available instantly.

We apologise for any inconvenience this causes. If you have any questions or would like further information, please reach out to your Broker Support Manager or the Mercury HelpDesk.

As part of our exciting Mercury Insider Program, you can now try out the all-new Client Centre before we officially launch it. Learn about Mercury Insider Program here.

The upgraded Client Centre has a completely new look and feel, and delivers the best user experience in the market. Straightforward, intuitive, and easy to use – you won’t find any industry jargon here!

Key features include:

• Summary home screen so clients can track their progress and complete each section in their preferred order.
• An engaging customer journey – asking for bite-sized pieces of information in a simple way that makes sense.
• New easy to follow Doc Centre user experience. Plus, you can set the order of the document requests.

Learn more

How does Mercury Insider work?

Mercury Insider allows you to switch on new features, such as the Client Centre, whenever suits you and your business! You will also have the ability to switch between the new and old Client Centre on an opportunity-by-opportunity basis. Learn more here.

Do I need to learn how to use the new Client Centre?

No, you can continue to set up the Client Centre in Mercury Nexus the same way, just your clients' user experience has changed. We recommend watching this short user experience video, so you know what your client will receive.

If you have any questions, please reach out to your Broker Support Manager or the Mercury Helpdesk.

If your clients’ fixed rate is expiring, reaching out to them at the right time can make a big difference to your business. It’s a great way to show your clients you care about their circumstances and bring your business front of mind.

We've created two new dashboards in the Analytics App to help you manage fixed rate expiries (principal owner access required).

Upcoming Fixed Rate Loans for review
This dashboard gives you an instant snapshot of how many clients have a fixed rate which will expire in the next 12 months.

The dashboard will show you:

• A total balance in the top right corner that shows the total value of all home loans that have expiring fixed rates
• The number of opportunities that have a fixed rate expiry broken down on a month-by-month basis
• Fixed rate expiry by lender
• A table containing each opportunity record so you can easily see key details, including current loan balance and expiry date.

You can click on each graph to filter by month or lender or use the parameters at the top of the dashboard to filter by date range, loan writer, lender, status and rate type.

Fixed Rate Product – no expiry

If you have Opportunity records without their fixed rate expiry date recorded; this dashboard will allow you to quickly identify and add the expiry date, without having to manually go through each record.

You can learn more about the Fixed Rate Expiry reports here on the Connective Wiki.

Why is it important to have a fixed rate expiry date on an Opportunity record?

Aside from being best practice, this gives you the opportunity to contact your client before their fixed rate expires, and before they start looking at other options.

In Mercury Nexus, you can also set up tasks to automatically trigger when your clients fixed rate is expiring.

Promote your access to QuickAF with nine new email templates in Mercury Nexus. Each template has suggested copy, subject lines and three types of images to suit your business.

You can view all nine templates and the template names here.

How do I access the templates?

1. Open People from the CRM main left-hand menu.
2. Select the record/s you wish to send an email to.
3. Click Merge and choose  
4. Select either Email all or Email Selected.
5. Click Choose Email Template
6. Select the appropriate Email Template and click Choose.
7. Click Merge to send the email to the selected recipients.

Need some help getting started? Head over to the Connective Wiki for step by step instructions.