Skipton Building Society's Customer Fact Find Tool
Skipton Building Society wanted their customers to be able to simply and securely start a fact find process, and upload documents. Our solution reduced the amount of time spent in face to face meetings.
The problem
Skipton's Financial Advice team needed to get the time required for initial fact find meetings down in order to be able to continue to deliver the excellent customer experience that is at the heart of their brand.
Crucially, the core client information and documentation needed was not available to advisers, slowing down the process.
Skipton wanted to increase the amount of information the customer can provide ahead of the first meeting.
The process
A collaborative design exercise was undertaken to identify and remove pain points, highlight opportunities for improvement and deliver against key requirements.
It was particularly important to include a simple authentication process that the customer would find easy to complete.
User testing confirmed our hypothesis that the customers would prefer to upload required documents rather than bring them into branch, saving time and improving convenience.
The solution
Working together with Skipton, our team developed a user-friendly digital Customer Fact Find (CFF) tool that that allows customers to securely provide personal information and upload documents.
The impact
The new CFF tool significantly streamlines the information gathering process in face to face meetings. It makes the whole experience more user friendly, and allows Skipton's adviser team to complete their first meeting more effectively and in less time.
Focus provides award-winning financial advice technology designed especially for large financial institutions, IFAs, wealth businesses and networks.
The Focus digital products set includes adviser software solutions that integrate with advice firms' practice management systems. These include digital client engagement, advice delivery, API-accessible financial planning tools and engines and Focus' new Advice Engine - a cutting-edge investment modelling service that optimises complex product and portfolio allocations.
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