Meetings out, momentum in: The smart way LMG is using Slack to scale its broker business
Loan Market Group (LMG) has tackled a problem many businesses face: information sprawl.
LMG supports more than 6000 brokers and advisors across Australia and New Zealand. With a team that large, information is scattered across emails, files and different systems, and the more places it’s spread across, the longer it takes to get a straight answer.
Over the past year, LMG has rethought the tools its people use every day. It’s a business-wide shift onto Slack that’s now extending into a genuine agentic transformation with Salesforce’s Agentforce.
Reducing “meeting debt”
The transformation started with a simple decision: stop drowning in emails and meetings.
Recognised as one of Australia’s Best Places to Work, LMG moved internal announcements and comms entirely onto Slack in early 2026, swapping status meetings for Slack Huddles and asynchronous video updates.
For a workforce spread from Perth to Auckland to Manila, that meant colleagues in different systems and locations were finally working from the same real-time source of truth.
“We didn’t need an executive mandate to make this happen,” says Karina Egan, GM business enablement at LMG. “In our town hall, we framed it simply: don’t be the last person left on email. Because we’d invested the time training people and answering questions as we went, the conversation shifted from ‘I don’t want to do this’ to ‘how do I do this?’”
From Slackbot to an “AI hour of power”
With the culture shift in place, LMG turned to Slackbot not long after, giving every employee a way to ask natural-language questions and get answers pulled from policies, project history and past decisions, without leaving the conversation to search a drive or interrupt a colleague.
Adoption hit roughly 50% within weeks, driven by champions embedded across teams and offices, and by a recurring “AI hour of power” giving staff dedicated time to experiment.
“What surprised me most wasn’t the adoption numbers, but how quickly behaviour actually changed,” Egan says. “Internal emails reduced, meetings dropped. Our teams didn’t just adopt Slack, they took ownership of it.”
Levelling up the helpdesk experience
The most significant step came in August, when LMG went live with Agentforce IT Service Management, replacing its existing helpdesk platform with ‘Fuse’, a tech support agent built natively inside Slack.
Rather than logging a ticket and waiting, employees now go straight to Fuse in Slack and get answers self-serve, any time of day. Agentforce handles first-line triage and FAQ deflection, and automatically classifies and routes incidents and service requests, removing manual sorting entirely.
Behind the scenes, the team that used to be known only as “the helpdesk” or “Workplace Tech” – has been rebranded Digital Enablement. They work from a single console with a full self-service catalogue, approvals, and a formalised SLA framework that builds in breach escalation and VIP handling.
“This was a passion project for me, as our helpdesk sits within my team. I wanted to modernise how we enable our people while showing what the future of enterprise tech support looks like,” says Egan. “We made a deliberate call to meet people where they already work, rather than asking them to log into yet another system. Slack lets us keep everything in one place, in real time.”
“What LMG has built with Fuse isn’t a chatbot bolted onto a help desk,” says Stephen Hunt, regional vice president at Salesforce.
“Instead, what we’re seeing is that support can be frictionless and human at the same time. That’s where enterprise IT is heading: fewer portals, less waiting, more conversation.”
Freeing people up to solve problems
Support staff now spend their time actually solving problems instead of fielding “where’s my ticket” questions.
“LMG is a genuine blueprint for any Australian business trying to run a large organisation without losing the culture that makes people want to work there,” Hunt says. “When we launched Slackbot with them, their entire workforce became enabled with AI almost overnight, because working with it felt exactly like working with a team mate.”
LMG’s roadmap doesn’t stop at IT support. The business is building toward a Slack-native internal CRM on Salesforce that will let teams support its 6000+ broker network from wherever they’re working.
For a company built on a distributed network of brokers and advisers, the throughline is consistent: less time chasing information, more time on the work that actually matters.
