CHALLENGES

Problems you might be facing

Account management is happening over email

Requests coming in, information going out, queries handled one at a time by somebody on your team. Past a certain volume that stops being manageable and starts being a risk.

Clients contact you for things they could do themselves

Ordering, checking status, accessing documents, updating their own details. Every one of those contacts is your team's time spent on something the client would rather handle without waiting.

You're using a platform that almost fits

Off the shelf portals make broad assumptions about how a business operates. When your process is specific the compromises stack up, and you end up maintaining workarounds instead of a system.

Access control is being managed manually

Who can see what, who can do what, which client belongs to which account. Managed outside a system, that creates errors, security exposure and a maintenance problem that grows with the business.

Featured solution

Client onboarding portal

Keyte Financial Planning are an FCA regulated firm and a client from 2012. Every new client starts with a fact-find of income, assets, policies and objectives that must be collected before advice can be given.

Fact-finds were done manually. Their back-office platform, Intelligent Office, has a client portal that collects the same information, but it was difficult for less confident clients, so staff walked people through it by phone and the paper form stayed in use.

We built a separate fact-find portal. Access is by invitation with multi-factor authentication. Clients can save at any stage of the process so it is easy to resume.

Approved fact-finds pass into Intelligent Office through an API, creating the client record. A browser extension fills the remaining investment screens directly. The adviser does not rekey what the client has already given.

Outcome

  • Fact-find completed online instead of on paper
  • Invitation only access with multi-factor authentication
  • Part completed forms saved and resumed
  • New client records created in Intelligent Office without rekeying

We worked with Keyte from 2012 until the firm was acquired. The acquiring business licensed the portal and the extension to onboard its own new clients.

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