North unveils real-time servicing to improve adviser experience

Research by Investment Trends last year revealed that despite technological advances, advisers continue to rely on business development managers (53 per cent), email (47 per cent) and online chat functions (28 per cent) for service updates over the last 12 months.

In response to this, North has enhanced its Activity Management Dashboard to streamline processes by allowing advisers to manage and action client requests on platform.

The new capabilities allow them to keep track of client activities and needs in real-time using a workflow progress bar and by providing a clear understanding of what steps needs to be taken next, as well as an estimated completion date.

This latest round of updates also gives advisers the ability to upload documents directly to the platform, send secure messages directly tied to a case and access a full audit trail of updates through an activity log.

AMP general manager, adviser experience and digital Peter Batsakis said feedback from advisers over recent years highlighted the need for better digital service capabilities and AMP is pleased to finally deliver on this.

“These new features not only streamline processes but also empower advisers with the tools they need to deliver exceptional service to their clients,” Batsakis said.

“They bring clarity, structure and greater control to day-to-day servicing, helping practices spend less time chasing updates and more time focusing on their clients.

“We’ve already seen a 35 per cent improvement in task processing efficiency when advisers use the document upload functionality instead of email. It’s a great example of how simple, well-designed digital tools can have a big impact on adviser experience.”

Highlighting the real-world impact of this launch, Edge Advisory Partners client service manager Tia Edwards suggested the new tools have helped provide advisers and clients with a sense of surety while also streamlining their processes.

“It’s great having one place where you can see the full history – the status, who’s done what, and what’s next. It’s made things more organised and less stressful,” Edwards said.

“The progress tracking is really good – you can see exactly where the case is at without having to guess or call up for updates. It’s also really helpful knowing when to expect something to be completed – it sets the right expectations for us and the client straight away.”

Edwina Maloney, AMP group executive - platforms, said this announcement marks another step towards the goal of making North the “easiest platform for advisers to do business with”.

“These enhancements bring us closer to that vision – they empower advisers with self-service tools, reduce their reliance on emails and calls, and ensure they always know what’s happening with their requests,” Maloney said.

“It’s a smarter, more modern way to deliver great service.”