Client Case Study: Simplifying systems so Roost can focus on clients

For nearly 20 years, Roost has helped people take the next big step in their lives. Based in Arrowtown and supporting clients across Queenstown and the wider Central Otago region, the team of 18 mortgage specialists pride themselves on empowering clients with knowledge, confidence and a genuinely personal experience.

But as the business grew, their technology wasn’t keeping up.

Roost had accumulated a mix of systems over time, including Dropbox, Google Workspace and parts of Microsoft 365. Files didn’t live in one place, tools didn’t talk to each other, and IT issues were becoming a regular distraction.

“IT used to be a big conversation point in our office - and not in a good way,” says Mark Puller, Founder and Principal Adviser at Roost.

“I’d have people explaining why something was broken and why it was hard to fix. I wasn’t interested in that. I just wanted it sorted.”
For Emma Puller, Roost’s Operations Manager, the situation was even more challenging.

“I somehow became ‘Emma from IT’, which is a role I never wanted,” she says.
“Everyone would come to me saying, ‘This isn’t working’, and I’d spend half my day trying to problem-solve instead of doing my actual job.”

A single, cohesive system

Both Brains worked alongside Roost to simplify and modernise their technology, bringing everything into a single Microsoft 365 environment. File storage was migrated from Dropbox into SharePoint, Microsoft Teams became the hub for day to day communication, and device management and security were strengthened with Intune.

The goal wasn’t just better technology - it was fewer interruptions.

“The best IT is like a good referee,” Mark explains.
“You don’t notice it because everything just works. Since we’ve had Both Brains on board, IT isn’t something we talk about anymore - and that’s a really good thing.”

With one secure identity per user and all data in the Microsoft ecosystem, Roost gained clarity, consistency and confidence in how their business operated.

“We now have one system and everything talks to each other,” Emma says.
“Documents are easy to find, collaboration is simple, and we’re not paying for tools we don’t need anymore.”

Unlocking Copilot and productivity

Once Roost’s data was securely structured in SharePoint, the team began trialling Microsoft Copilot. After a successful pilot with a small group, Copilot was rolled out across the business.

“It’s been a game changer,” says Emma.
“We can search for emails, find documents instantly, and pull information together so much faster than before. Things that used to be frustrating just aren’t anymore.”

For a fast paced advisory business, the impact has been tangible: less time searching, fewer interruptions, and more focus on clients.
IT that feels like part of the team

For Both Brains, the relationship with Roost goes beyond support tickets and system upgrades.

“Our role isn’t just to fix things when they break,” says Ryan Howard, Managing Director at Both Brains.

“It’s about helping businesses understand what’s already available to them, simplifying their environment, and creating a foundation they can grow on.”

Roost sees Both Brains as an extension of their team - one that understands the business and speaks in plain language.

“It feels like they’re part of our crew,” Mark says. “They’re welcome here, they know our people, and they just get on with it. But they’re not on my payroll - which is even better.”

For Emma, the biggest change has been personal.

“Both Brains have genuinely changed my life and saved my sanity,” she says.“I no longer have to be the person fixing IT problems. I can just say, ‘Call the 0800 number’, and it gets handled.”

With their technology now quietly supporting the business in the background, Roost can focus on what matters most: helping people move forward with confidence.