TECHNOLOGY IN YOUR BUSINESS ing curve , not just about the system but also about the company as well . I think we ’ ve had tremendous support from intelliflo office , including a lot of hand-holding and a lot of patience with me . I find the help and support far surpasses any experience I ’ ve had with other CRM providers . I don ’ t think we could have come so far so quickly without that level of support .
What were your initial goals , and how have these been met ?
It ’ s really the overall goal , and it remains to this day , which is to drive efficiencies and better outcomes for the client . Any sort of technology that we could include and engage with and take advantage of , really for any business at this point , is the way to go . It just means that the manual drudgery can be taken out of the process . We ’ ve spent a lot of time developing the workflows to make sure that we have a process that takes us from onboarding a prospect , straight through to new business and then the annual review process . That created the consistency across the board ; to be focussed on the regulatory requirements , driving efficiencies , and what is going to be a good outcome for the client . You can have a million points of management information but if you ’ re not actually going to use them and they don ’ t offer any real benefit then it becomes a tick-box exercise for everyone concerned . Someone ’ s got to update it , someone ’ s got to review it . What we truly need and use is available on the system , and it ’ s easy to use . We ’ re hoping to grow our team , so we want to make sure that we have a system that ’ s scalable and the checks in place to progress that agenda .
How has adopting more of the technology helped you become a more efficient business ?
It ’ s the speed of getting things to and from the client . It ’ s really moved things along from “ here ’ s the advice and it ’ s going to take three months by the time we get to shuffle paperwork around ”, and who ’ s agreed to what . I think that ’ s really helped accelerate the process . Clients feel more engaged because they have access to that information , and they see it as another level of service . Obviously , there ’ s a cost saving because if you don ’ t have to post out a letter that costs £ 7 in postage to send the whole bundle with application forms , KIDDs document , not to mention very personal information . It ’ s a cost saving for the client as well because they can upload a document , and not have to leave their home . It provides peace of mind to the client as they ’ re not putting personal information in the post and worrying if it ’ s going to get to you . Time saving is critical .
How have you found using the intelliflo personal finance portal ?
We decided to go through all our clients on a client-by-client basis . We wanted to make sure that the client record was in good shape and review the quality of data . By that point , we ’ d been doing a lot of data cleansing so we were confident about opening our system to our clients so they could see their records . We wanted to make sure that the client had a recent valuation , meaning someone in the team would have looked at that record , and it would be as up to date as possible . It wasn ’ t done in bulk – let ’ s just push a button and everyone will get an invite . We really put a lot of thought into it and sent the invites individually . And I think the support we offered to our clients in that registration process was very successful . Mostly , what we ’ re finding with PFP is that clients like sharing documentation with us and the delivering of reviews . We delivered 99 % of our reviews digitally from 2020 , either with Zoom or Skype , whatever the client preferred . A lot of clients like signing in and being able to update their fact find . We were really surprised as advisers always say : “ well my client ’ s not going to do that ”. But they ’ re the clients that actually like to have a little tinker and say , well those need updating . We ’ ve really found that clients are engaging with the fact find , more than we thought they would .
Looking ahead , what ’ s next for Headley Financial Services ?
We achieved way more than we thought we were going to achieve in this first year . I think change is always scary and people don ’ t always react well to change , and we have made a lot of them in the last 12 months . But the idea was to support that with technology . This is not just about “ we want you to do more work ”. Essentially , we want you to do less work , we want it to be better , we want people to be more efficient and effective , and not have to do some of that drudgery . Our ethos is : number 1 – if the clients are happy ; and number 2 – if the staff are happy , then the business will be successful because of that . And that ’ s been the ethos for a long time , and it continues to be and it ’ s working , it ’ s a good thing . And all of those things that can support that ethos , is the success of the business and the individual as well .
One powerful system to drive your business forwards
Find more information on how intelliflo office can help transform your business , visit the Member and Client website under ‘ Your Business ’. Or speak to the Adviser Services team by calling 0808 124 0000 option 2 or email siphelp @ simplybiz . co . uk
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