How an IFA Reduced Adviser Support Time with a Custom Fact-Find Portal

Results at a Glance

• Wider Acceptance and First Time Submission Accuracy
• Reduced Telephone Support
• Auto Save Convenience
• Real-Time Validation and Assistance
• Intelliflo API Integration
• FCA Compliant Data Handling

Problem

New client fact finding sits at the heart of where a new relationship begins for an IFA and the start of delivering commercial value for the adviser and for the client.

Our Client's back office platform, Intelligent Office (IO), included its own digital fact find tool. On paper it should have solved the problem. In practice, clients found the interface difficult to navigate without guidance. Submissions stalled, calls came in, and advisers spent time walking new clients through a process that should have been straightforward.

What we built

We designed an invitation-only portal that handles the full fact-find from start to finish. New clients receive a secure link, work through the questions at their own pace with auto-save at every step, and submit when they are ready.

Built around the client, not the data structure. The platform vendor's own tool was designed around how Intelligent Office stores data. This portal is designed around how a person actually fills in a form. Logical flow, plain language, sensible defaults, and validation that runs as you type rather than after you submit. Clients know immediately if something needs adjusting. They are not left guessing whether the form is correct.

Compliant without being difficult. FCA requirements around data handling, secure access and audit trails are not negotiable. None of that requires a difficult client experience. Invitation only access with two factor authentication, secure submission and a clean audit trail meet the compliance bar without making the process harder than it needs to be.

Connected directly to Intelliflo. Once a client submits, the data passes straight into Intelliflo via API, structured exactly as the system expects. No exports, no manual rekeying, no end of day data entry. The platform vendor's own form is bypassed, but the data still lands where it needs to be.

What changed

Integrations

The portal connects directly to Intelliflo, the back office platform Keyte's advisers use every day. Completed fact find data lands where it needs to be without manual handling, structured the way the system expects, ready for the adviser to pick up.

Outcome

It was important to break down the amount of information required to onboard a new Customer into Intelligent Office (IO). Users over 50 were struggling with the form interface and needed time to dive in and out of each to step to complete the Fact Find accurately.

This has meant time spent with advisers was higher value and able to effectively help the Customer complete their onboarding and answer the more tricky questions required for the consideration of ATR, Special Measures and Ethical preferences.

Does this sound familiar?

This project may be relevant if your team is spending time supporting clients or staff through processes that should run without assistance or if data is moving between systems by hand when it shouldn't be.

We work with financial services firms, professional services businesses and regulated organisations that need practical, maintainable software built around how their people and clients actually work.