“AML is important, but it adds no value to our business in terms of revenue or growth. It is just a legal process we have to follow, so pouring time and resources into it wasn’t working for us. We needed a better solution.”
Abbey Lucas, Business Manager, CR Group
Discover how leading real estate agency, Ray White CR Group (CR Marketing North Shore Ltd) switched their compliance experience from a high-pressure bottleneck to a smooth, “hands off” operation.
Like many real estate agencies CR Group were faced with finding a solution to manage AML obligations when new legislation was introduced in 2019. With a myriad of options on the market, finding the best fit for their agency hasn’t always been smooth sailing.
After a rocky start with one AML provider, they reviewed their processes and took the decision to move to tic company – a provider that better aligned with their values and quality standards.
The challenge: Compliance overload and poor service
As one of the most successful agencies on the North Shore, CR Group is a growing business known for providing expert property transaction support to buyers and sellers. They wanted their excellent track record to be emulated in all aspects of their business including mandatory AML requirements.
However, before partnering with tic, CR Group struggled under the weight of an underperforming AML provider. Service was inconsistent, communication was poor, and there was no clear point of contact. Despite paying significantly higher fees, due diligence quality was inconsistent, which created compliance concerns and required CR Group to increase internal capacity to maintain quality standards.
As the business continued to grow, these issues only intensified, and they recognised the need to find a different solution.
The solution: Strategic alignment, lower cost, superior service
As CR Group realised their AML provider couldn’t provide the quality of service their agency demanded they began the search for a new AML outsourcing partner, focusing on speed, quality, and strong support.
They wanted to resolve the issues experienced with due diligence, mounting paperwork, operational pressure, and stress for the team, as well as find a partner who shared similar values
On meeting tic company, Abbey Lucas, Business Manager at CR Group, saw the difference.
“The charges were lower, yet the service and processes were far superior to our previous provider.”
Tic company stood out for several key reasons:
- Commitment to service: A clear cultural alignment on service quality and responsiveness.
- Strategic benefit: Access to the Designated Business Group (DBG) benefits, which is hugely beneficial to clients working with CR Group.
- Cost efficiency: Charges were significantly lower, despite offering a superior process and service.
The implementation: Excellence from day one
While switching to a new provider can feel a bit unnerving, it was worth it. CR Group immediately benefitted from a dedicated point of contact, ensuring a seamless transition.
Onboarding was smooth, well-supported, and proactive. Queries were answered immediately, with dedicated support providing a knowledgeable point of contact throughout the process.
Comprehensive training and onboarding for the sales team guided the migration from the previous provider, and ensured historical records were retained correctly.
Improved AML due diligence was evident almost immediately.
Beyond handling cases, tic have also helped deepen the team’s understanding of AML obligations, making compliance clearer and more manageable across the business.
The impact: Reduced burden, enhanced compliance
The most significant impact has been the ability to delegate the entire process confidently, knowing that clients will be handled with the utmost care and professionalism.
“Tic goes above and beyond to work with our clients, helping identify documentation and offering solutions in complex cases so we can continue to meet requirements without added burden.”
Abbey Lucas, Business Manager, CR Group
The positive impact has been felt throughout the agency with agents experiencing faster turnaround times, better quality, and better outcomes. Even when case numbers doubled, turnaround times remained unaffected.
Last words
Moving forward, CR Group’s goal is to continue to grow with tic company, staying ahead of legislation changes, and providing feedback to contribute to the continuous improvement of AML processes to help make real estate agents jobs easier. A goal tic shares and proactively manages with continued AML expertise and technology advancements.
“Tic provides a superior AML service that is efficient, responsive, and reliable, with strong support and excellent turnaround times. It makes AML easier, not harder.”
Abbey Lucas, Business Manager, CR Group
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