Digitising the broker journey: How OLEA SA is modernising with FSPHub
- July 23, 2025
- 2:36 pm
By Caron Whitfield, Head of Business Enablement at OLEA South Africa, and Craig Grasko, Business Development Director at FSPHub
In today’s rapidly evolving financial services landscape, staying competitive means moving beyond outdated systems and fragmented workflows. At OLEA South Africa, we recognised that to continue delivering excellence at scale, we needed to take a bold step forward, digitally.
Our partnership with FSPHub marked a turning point in our operational journey. What started as a “Plan B” quickly became the strategic pivot we needed to modernise how we work, collaborate, and grow.
Rethinking digital transformation
The need for visibility, speed, and accountability in a hybrid work environment made it clear that digitisation was no longer a luxury, it was essential. We knew we didn’t need complexity; we needed clarity. A platform that worked with us, not against us. FSPHub’s CRM and workflow tools provided exactly that. With a user-friendly interface and powerful behind-the-scenes functionality, we were able to simplify processes, centralise documentation, and improve visibility across the business.
Learning from past mistakes
This wasn’t our first attempt at digital transformation. Our initial custom CRM build failed because we tried to do too much, too soon. This time, we took a smarter approach: start small, start strong. With FSPHub, we began with document filing, a pain point we knew well. Instead of relying on outdated naming conventions and folder systems, we transitioned to intuitive drag-and-drop workflows. It wasn’t a radical shift, but it was transformative.
Phased implementation, real adoption
Rolling out new tech across a large, multi-generational team is never easy. We tackled this with a phased rollout strategy, supported by internal “super users” who became champions of the change. We didn’t overwhelm anyone, instead, we offered hands-on support and let learning happen organically. Within three months, usage in our personal lines division was over 75%. That’s when we knew we had buy-in.
Empowering teams through on-demand learning
Training can often be a barrier to adoption, but FSPHub’s built-in 2-minute videos proved to be a game-changer. For brokers juggling multiple priorities, this self-service learning model meant they didn’t have to wait for help, they could dive in and learn as they worked. This accessibility has made our teams more confident and self-sufficient, reducing downtime and support queries across the board.
Measurable results, groupwide potential
The impact has been tangible. We’ve improved turnaround times, streamlined task management, and gained real-time performance insights, all without micromanaging. FSPHub’s reporting tools have enabled a new level of accountability and transparency, allowing us to manage performance proactively and spot bottlenecks before they escalate. Based on our success in South Africa, the wider OLEA Group is now exploring a groupwide implementation. The proof-of-value phase is underway in other countries, and we’re optimistic about what lies ahead.
Looking ahead
Next up is onboarding our claims division, followed by deeper automation through FSPHub’s Formulate module. Once we’re clear of the trenches, we’re ready to innovate even further, and dream bigger.
A final word to fellow brokers
Digitisation shouldn’t be feared, it should be embraced. It’s not about replacing people; it’s about making them more effective. Our advice? Start small. Solve one problem well. Build trust in the system and let the transformation unfold from there.
At OLEA, this journey has taught us that successful digitisation is not about overhauling everything, it’s about finding the right partner, having a smart strategy, and bringing your people along every step of the way.
