Digital Dynamics. Creating a holistic online relationship with your clients

14 June 2022

DataDigital platformDigital SolutionsEngagementMindful ofMindful OfRegulationRelationshipsTechnology

Expert: Ákos Szalay, Dorsum, supported by Renata and Greg. Facilitator: Paul Miles, Silverback Consultancy


A portal should provide the following 10 elements:

  • Transparency
  • Instant and ease of access
  • Easy touch
  • Complete records
  • Everything in one place
  • Usability and engagement
  • Customisable
  • Brand
  • Data cleanse
  • Reduce regulatory risk

 Discussion points:

Case study revealed clients’ login is 66% via web and 33% via app.

The NextGen requirements will be digital process / trusted brand / online onboarding (no meeting) / DFM / portal app / access to advice.

The key challenges are poor data, the migration of data, the ability to provide valuable integrations, client engagement and a lack of understanding of what the client wants.

Key factors to ensure are that the portal provider understands client requirements, there is flexibility with the portal and to always clean and maintain data in order to enhance client experiences.

 Key takeaways:

  • When in discussions with a provider of a portal, make sure they understand all your requirements and prioritise
  • With so much tech available, integrations must work to make businesses more efficient
  • When using data, think about what the client wants and make sure the client experience is based on that
  • Ensure portal is available on mobile devices.