How OLEA South Africa is modernising with FSPHub
Tony van Niekerk of COVER in conversation with Caron Whitfield, Head of Business Enablement at OLEA SA, and Craig Grasko, Business Development Director at FSPHub
In an era where digital transformation is reshaping every corner of the financial services industry, brokers can no longer afford to operate with outdated systems and fragmented processes.
The successful implementation of FSPHub at OLEA South Africa is a compelling example of how smart digitisation, executed with care and strategy, can empower a brokerage to work smarter, faster, and more collaboratively.
I recently sat down with Caron Whitfield, Head of Business Enablement at OLEA South Africa, and Craig Grasko, Business Development Director at FSPHub, to explore the journey of implementing this powerful CRM and workflow solution in a large, national insurance brokerage.
Why digitisation matters more than ever – As Caron noted in our conversation, technology has moved from being a back-office convenience to an operational necessity. “We needed something simple, non-disruptive, and effective, something that gave us visibility across all our lines of business and portfolios,” she said. A key challenge in today’s hybrid work environment is accountability and visibility across teams, and the FSPHub CRM solution offered a compelling response.
Craig, who previously worked with OLEA while at Cardinal, was familiar with their tech stack and needs. When a new CRM initiative at OLEA faltered, he jokingly reminded a contact there to keep him in mind as “Plan B.” A few months later, that Plan B became a strategic pivot that reshaped how the business approached digitisation.
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Lessons learned from past failures – OLEA’s initial attempt to build a custom CRM with all the bells and whistles ultimately did not live up to expectations. “We tried to reinvent the wheel,” Caron admitted. “We added too many layers without testing the basics, and it collapsed. This time, we approached it differently, start small, start smart.”
FSPHub provided a “real” version of the system from the outset. That transparency, combined with an intuitive user interface, allowed OLEA to begin with a focused, phased rollout, beginning with document filing. “We have paperwork for days,” Caron explained. “FSPHub became our digital filing cabinet.”
Instead of using outdated naming conventions and folder systems prone to human error, brokers now drag-and-drop documents directly into predefined workflows. “The language of the platform matched how we already worked,” she said. “It wasn’t a radical change; just a smarter way to do the same thing.”
A phased approach: Key to adoption – Rolling out new technology across a diverse team is never easy, especially in a multinational organisation like OLEA. “From young digital natives to veterans set in their ways, change management was our biggest hurdle,” Caron shared.
The solution? Break the implementation into manageable phases, backed by one-on-one support and internal champions. “We trained ‘super users’ in each department who could sit with their colleagues and troubleshoot in real time,” she explained. Open-plan offices helped too as questions and answers became group learning moments.
Three months into the proof-of-concept, usage across the personal lines division had already exceeded 75%. “That’s when we knew it was working,” Caron added.
Built-in support & on-demand learning – Another standout feature was the accessibility of training materials. “FSPHub comes with 2-minute videos embedded into the platform,” Caron explained. “For people with short attention spans or urgent needs, it’s brilliant. You don’t have to wait for support but can teach yourself in real time.”
Craig noted that the phased model is especially effective for larger brokerages, while smaller operations may prefer a “Big Bang” implementation. “It’s all about scale and resources,” he said. “For a group like OLEA, doing it incrementally was the right move.”
Tangible results and future plans – The benefits are already clear: faster turnaround times, transparent task management, and real-time performance tracking. “The ability to pull reports and spot bottlenecks has been a game changer,” said Caron. “We can hold team members accountable without micromanaging.”
Excitingly, the success in South Africa has prompted OLEA’s broader group, active across several African countries, to explore implementing FSPHub groupwide. “We’re currently in the proof-of-value phase for the rest of the business,” Craig revealed.
As for next steps, OLEA is gearing up to onboard its claims division and then move into more advanced automation with the FSPHub’s Formulate module. “Once we’re out of the trenches, we’ll raise our heads and dream big again,” Caron said.
Advice to fellow brokers – In closing, Caron reflected on how brokerages perceive digitisation. “Three to four years ago, it was seen as a threat, people thought automation would make them redundant. But it’s not about replacing people; it’s about making them more effective.”
Her advice? “Start with one thing. Pick a pain point and solve it. Build trust in the system. Change will ripple outward.”
The OLEA story proves that successful digitisation doesn’t require a disruptive overhaul, it requires a smart strategy, the right partner, and a commitment to bring people along for the ride.