LATER LIFE PLANNING

ADVISER STORY

The digitalisation of our industry continues , and more and more consumers expect to be engaged across a variety of channels to support their needs , whenever and wherever we want . We recently sat down with Amy Trent , Practice Manager at Headley Financial Services , to discuss how the firm has harnessed technology to help effectively engage clients , the efficiencies it ’ s delivered and what that means for the future in 2022 and beyond .

Can you tell us who Headley Financial Services are ?

Headley Financial Services are a dedicated team of financial advisers that have been operating since 1974 with a majority of locally based clients .

How was the initial transition to intelliflo office ?

When we began this process , there was a lot of spreadsheet-based information , which is difficult to manage and obviously remains quite static , so we migrated what we had into intelliflo office . We recognised there could have been some paring down of that data , so we spent the best part of a year moving clients into restricted , as there ’ s no way possible that we have 10,000 active clients . That was a huge project , and a lot of bulk cleansing went on in the first few months . We ’ ve also looked at the bigger picture in terms of our processes and client feedback for what we ’ d been delivering and what we could deliver to the client , for example , more accessible forms and a service that reflects the way we do business with them and interact with them .

It really got us thinking about not just how to ‘ scan this document and deliver it the client ’, but what is the client seeing , what kind of language are we using ? We have good relationships with our clients , so we considered the language and the way we ’ re talking to them about their money , investments and goals through every stage , and documented all of it . We then looked at the way we were delivering advice to our clients and how to improve on that , because , at the time , there wasn ’ t that individual interaction that you could get from a face-to-face meeting . We asked ourselves , how could I present this to a client remotely that ’ s going to be as interesting and as engaging as what we were doing in person .

How did you find the support from intelliflo office ?

Our brilliant Account Manager is Elliot Quarcoo and we ’ ve also had excellent support from both Jo Heyworth and Sheldon Bellchambers . I was new to intelliflo office when I joined on 3 March last year , which was an exciting time to join a company . It was a steep learn-

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