Collaborative browsing on Wrap

To improve your experience and offer a more personalised service, our Client Engagement Hub has introduced more digital enabled services. Building on our achievements in 2021, when we adopted new technology - Amazon Connect and Salesforce Service Cloud, we now offer collaborative browsing.

When calling our teams with a query on how to carry out a task on the Wrap platform we can co-browse your platform. We’ll assist you digitally with navigating and showing you on your screen how to do the task. You’ll remain on the platform whilst we see what you’re doing and help you navigate your way through the process steps.

Our ambition is to deliver a market-leading service experience in line with your needs. The benefits of our new technology for both our teams and you include:

• Improved speed when answering calls
• Dynamic routing of calls to the right team member with the right level of knowledge
• Offering a 360 degree view of our adviser firms and their needs to deliver a much more personalised one stop service
• Co-browsing in a secure environment to help with navigation queries efficiently