Emily Bevens, Head of Client Enablement, discusses the technology and talent behind our service to highlight how we’re progressing with our ambition to deliver a market-leading experience to advisers.

Almost 12 months ago now, my colleague, Client Services Director Stuart Wemyss, introduced our client engagement hub, describing how we have a duty to make things easier for advisers.

A year on, our feedback tools tell us that 80 per cent of advisers find us easy to deal with and 95 per cent are satisfied with our service.

In fact all feedback we receive is analysed so we can learn from it and continue to improve on our service to advisers. We do this because our ambition is to deliver service excellence and a market-leading experience to advisers.

And we’ll deliver this through the world-class technology we’ve implemented and the talent of our people.

The technology - Amazon Connect and Salesforce ServiceCloud - makes it easier for our team to help advisers as it allows the dynamic routing of calls to the team member with the right knowledge and skill to provide a highly personalised and one-stop service.

Although our technology plays a critical role and our team is empowered by it, we’re a people business and our team now works collaboratively in an office environment to provide a seamless experience to advisers.

A service operating model that’s client led

One of the reasons we’ve implemented the world-class technology we have is because we’re curious.

We’re curious not only about what matters to advisers but we’re curious about understanding how their businesses work.

Our entire service operating model is client led and designed to meet advisers’ needs.

This insight drives us to deliver service excellence, a service that can support advisers’ success, delivering positive outcomes for their clients.

Targeted, tailored and proactive engagement with adviser firms

As Stuart previously outlined the benefits of our technology are endless.

They include the ability to give a 360 degree view and the analysis capabilities allow us to know exactly who is calling and their role within the adviser firm.

It means we can have targeted, proactive engagement with them.

Through being proactive, we can continue to drive improvements to our service.

Tax Year End (TYE) was a recent example where we proactively supported advisers with their TYE needs. Last year, we reacted to the TYE demand and this year, with that data we’d gathered, we were able to extend our help to meet advisers’ TYE needs.

Becoming the easiest platform to do business with

Our approach within our client engagement hub is digital first.

We therefore recruit talent with the right digital mindset to support advisers with our self-serve options, so helping to create efficiencies within firms.

Since we launched the client engagement hub, our insight tells us that we’ve already saved advisers valuable time as many have been able to self-serve using the digital options.

Most recently, we’ve introduced collaborate browsing in a secure environment. Here we can assist advisers and their team with on-screen navigation.

We also know that the speedy answering of calls is important to advisers.

It’s a part of our service that we’re continuing to improve on and our service standards are displayed in real time on screens around our office.

Over the past year, we’ve consistently answered calls within an average of 30 seconds.

We want to be the easiest platform to do business with.

That’s why we’re actively investing in both world-class technology and the right people as service excellence is linked to engaged talent.

Our investment is evidence of our commitment to maintaining our satisfaction scores and our focus on continuing to deliver a best-in-class, tailored service to support advisers and positive client outcomes. 

The value of investments can go down as well as up and your clients could get back less than they paid in.

The views expressed in this blog should not be regarded as financial advice.