SupportSuite: Smart Search Inside the Redrock Broker Portal

SupportSuite incorporates file reviews, support ticketing and Smart Search, Redrock’s AI search capability within the Broker Portal. It is one of Redrock's own platforms, and used directly by brokers — see Redrock's technology platform for how these platforms divide up.

The function is simple to state and easy to underrate: brokers ask questions in natural, human language, and SupportSuite (incorporating Smart Search) searches Redrock's knowledge base for the answer.

How brokers reach it

SupportSuite (incorporating Smart Search) sits inside the Redrock Broker Portal. That is the whole access story. There is no separate application to install, no second set of credentials, and no context switch out of the system you are already working in.

The Portal is Redrock's own secure site — forms, templates, tools, guides and the current version of everything a broker works from. SupportSuite (incorporating Smart Search) is the layer that makes those contents findable without knowing where anything is filed. Inside the Redrock Broker Portal covers the Portal in more detail.

What "natural language" changes in practice

Conventional document search is a vocabulary test. It works if you already know the exact term the document uses, roughly what the file was called, or which folder somebody decided it belonged in. If you know all three, you did not really need search.

The problem is that the moments you most need an answer are the moments you know the least. A broker part-way through a fact-find with a client on the phone does not have a filename. They have a question, in ordinary words, and about ninety seconds.

Natural-language search removes the translation step. You type the question the way you would ask a colleague across the desk:

• "What do I need on file before I submit?"
• "How does the self-review cycle work?"
• "What's the process if a client wants to complain?"
• "Which form do I use for a variation?"

SupportSuite (incorporating Smart Search) reads the question and searches Redrock's knowledge base against it, rather than requiring you to reverse-engineer the phrasing whoever wrote the document happened to use.

Who this helps most

Two groups, at opposite ends of experience.

Brokers new to the industry. The hardest part of the first year is not the work, it is not yet having the vocabulary. New brokers routinely fail to find documents sitting right in front of them, because they do not yet know the term the document is indexed under. Asking in plain language removes that barrier, and does so without requiring them to interrupt anyone. It does not replace structured support — mentoring at Redrock is the other half of that answer, and mentoring for new entrants is required under MFAA and FBAA membership standards and under the licensee's supervision obligations.

Experienced brokers working independently. A broker running their own business does not have a compliance manager two metres away. The question they would have asked out loud has to go somewhere. SupportSuite (incorporating Smart Search) is where it goes, at the moment it comes up rather than in an email answered tomorrow.

Where it fits in a working week

The realistic use is small and frequent rather than occasional and dramatic. A policy question mid-application. A process question when something unusual comes up. A "how does this actually work here" question from a broker who has done the thing before but not for eight months.

None of those individually justifies a phone call. Collectively they are a meaningful share of the small frictions in a broking week, and they are exactly the questions that get skipped when finding the answer is harder than guessing.

There is a compliance dimension to that. A broker who guesses about a documentation requirement rather than checking it is generating a future file review finding. Making the check cheap makes the check happen — which is why SupportSuite (incorporating Smart Search) and ComplySuite work well next to each other, and why it connects to the regime in file standards and audits.

What SupportSuite (incorporating Smart Search) is not

It searches what Redrock has documented. It is not a lender policy engine, not a servicing calculator, and not a substitute for your own judgement on a file.

Where you are providing credit assistance to a consumer, best interests duty requires you to act in the client's best interests and to prioritise their interests where a conflict arises. That duty applies to consumer credit assistance and not to commercial or business lending. A search tool can help you find what Redrock's process requires; it cannot make the assessment for you. See best interests duty and responsible lending.

Product comparison and lodgement happen in Salestrekker, which is a third-party platform Redrock provides access to rather than Redrock software. SupportSuite (incorporating Smart Search) and Salestrekker do different jobs.

Seeing it work

Redrock does not publish screenshots, feature lists or technical specifications for SupportSuite (incorporating Smart Search), and a search tool is hard to judge from a written description — the only useful test is watching it answer a question you actually have.

If you are evaluating Redrock, ask for a demonstration and bring your own questions. Call 1300 667 694.

Frequently asked questions

Where do I access SupportSuite (incorporating Smart Search)? Through the Redrock Broker Portal.

Do I need a separate login? No. You reach it from inside the Portal.

What do I type into it? Ordinary questions, in your own words. You can ask natural-language questions without knowing an exact filename or folder path.

What does it search? Redrock's knowledge base.

Is SupportSuite (incorporating Smart Search) the same thing as Salestrekker? No. Salestrekker is a third-party lodgement and CRM platform Redrock provides access to. Smart Search is incorporated into SupportSuite and accessed inside the Redrock Broker Portal.

Can I see it before I join? Yes — ask for a demonstration on 1300 667 694.