This document discusses the importance of client portals in enhancing customer experience, emphasizing their role in reducing client admin, ensuring data security, and fostering long-term engagement. It addresses common myths surrounding client portal implementation, providing solutions that advocate for an agile approach and highlighting the significance of understanding client needs through personas. Best practices for budgeting and selecting the right vendors are outlined, showcasing the ambition to build trust and maintain strong client relationships.

1. Client Portals are
Rocket Science.
Aren’t they?
Not really. But they can really propel
your Customer Experience.
Invessed.com

2. About me
Theo Paraskevopoulos
CEO, GrowCreate
Cloud tech x Customer Experience
Investment management focus
Invessed Product Owner
“Captain Portal”

3. Our journey
1. Business case
2. Debunking common myths
3. Best practices and approaches
4. Practical first steps
5. Q&A

4. 1. Business case
Why are Client Portals so important?

5. “We choose to go to the moon… because that
goal will serve to measure the best.”
JFK, 7 years before moon landing

6. “The portal is something clients can touch and
feel - a great way to share their experience”
Marketing Director, Wealth Manager, London

7. Digital is important to your clients.
Remove admin and paperwork
Transparent portfolio access
Self-service account management
Facilitated communications
Engaging, interactive experience
Secure access
Long-term engagement

8. Digital can upgrade your business.
Reduce client admin
Control portfolio access
Expand team capacity
Stay close to your clients
Keep clients engaged
Ensure data security and compliance
Encourage loyalty and referrals

9. Customer experience matters.
Digital CX matters most.
740%
CX leaders v laggards
outperformance
over 13 years
65%
clients that prefer
portal or app as
primary channel
67%
clients that think
their platforms CX
needs to improve
7-10x
anticipated
increase in digital
engagement
Watermark: Wealth Management 2021 CX ROI study
EY: Evolution of digital advice
Refinitiv: The race for digital differentiation
Oliver Wyman: 2020 Wealth Management Report

10. 2. Debunking common myths
What should we watch out for?

11. If we don’t launch at 7 miles per second,
the rocket will not escape gravity.
Rocket Science Headache. Damn hard.

12. Our data is all over the place, the project
will take ages and cost a fortune.
Client Portal Headache. Not that hard.

13. Myth 1: Our data is too complex
Origin: Closed, ‘monolithic’ architecture
Business logic
Database or CRM
Cloud or public hosting Public internet
Presentation layer

14. Myth 1: Our data is too complex
Solution: Open API-driven architecture
Customer data
Investment data
File repositories
Web/Mobile
user experience
Network / Cloud apps
Invessed
components
Custom-built
data middleware
Dedicated Cloud Public internet

15. Myth 2: The project will take ages
Origin: Waterfall, dependency-driven approach
Planning
Development
Testing
Release
Jan Feb ???
Mar
Integration

16. Myth 2: The project will take ages
Solution: Agile, release-driven approach
Plan > Build > Test > Release
MVP - 10% coverage Beta – 50% coverage Enhancements sprints
Plan > Build > Test > Release
Full – 100% coverage
Plan > Build > Test > Release
Plan > Build > Test > Release
Plan > Build > Test > Release
Plan > Build > Test > Release
Plan > Build > Test > Release
Plan > Build > Test > Release
Plan > Build > Test > Release
Plan > Build > Test > Release

17. Myth 3: The costs will be very high
Origin: Build from scratch, discount “learning curve premium”
Suspiciously cheap On a shoestring Whoa!
Within budget
DIY Budget App build Maintenance
Integrations
DIY Actual App build Maintenance
Integrations

18. Myth 3: The costs will be very high
Solution: SaaS vendor
SaaS Vendor App build Integrations Maintenance
DIY Actual App build Maintenance
Integrations
Suspiciously cheap On a shoestring Whoa!
Within budget

19. 3. Best practices and approach
What are we aiming for?

20. After launch, the rockets should keep
going for 13Bn miles and beyond.
Rocket Science Objective. Damn hard.

21. Get the right data to the right person, at
the right time and on the right device.
Client Portal Objective. Not that hard.

22. Who is are the “right persons”?
Account owner
Full portfolio access
Beneficiary
Limited access
Analyst
Deep data access
Advisor
Multi-client access

23. Draw personas to understand needs.
Jane B
Account owner
45
Amsterdam, NL
€2.4M
Senior Manager
Age
Location
Assets
Employment
Risk profile
Engagement
Sentiment
Tech attitude
Transparency
Full access
Mobile –first
Power user
Beta tester

24. Glance
Daily
Habit
Market value
5 seconds
What is are the “right times”?
50 seconds
Check
Weekly
Reassurance
Performance, Holdings
5 minutes
Control
Monthly
Act
Messages, forms
Frequency
Motivation
Content
50 minutes
Explore
Quarterly
Verify
All tools, all data

25. Glance Check Control Explore
What is are the “right devices”?
5 seconds 50 seconds 50 minutes
5 minutes

26. 5 seconds 50 seconds 50 minutes
5 minutes
Glance Check Control Explore
Demo: Jane B’s journey with Invessed

27. 4. Practical first steps
How do we budget for this?

28. A rocket launch costs $24K per kilo.
Do we slim down the rocket or the payload?
Rocket Science Budgeting. Damn hard.

29. Big enough to include all that clients need,
small enough for management to approve.
Client Portal Budgeting. Not that hard.

30. First, set a budget.
How complex is your data landscape?
Budget for each integration
How far do you want to push the UX?
Branded > Custom > Unique
How unique unusual is your business?
Industry typical or disruptor
How large is your client base?
Cloud resources decrease with scale

31. Next, write a brief.
What is the ambition?
Chapter 1: Client retention, advisor efficiency etc.
What are our challenges?
Chapter 2: Data landscape, legacy, resources
What do our clients need?
Chapter 3: Clients, journeys, device support
What are we looking for?
Chapter 4: Budget, vendor selection criteria

32. Finally, select the right vendor.
Do they understand my business?
Chapter 1: Business case
Do they have the right experience?
Chapter 2: Common pitfalls
Will the result upgrade my business?
Chapter 3: Best practices
Do they make it as easy as Invessed?
Give us a call!

33. To locate extra-terrestrial life or a planet where
humans beings could someday live.
Rocket Science Ambition. Easy.

34. To deliver great service, build trust and
long-lasting client relationships.
Client Portal Ambition. Epic.

35. Any questions?

36. Thank your for
your attention!
Look out for slides, video
recording and blog posts.
Invessed.com

37. Invessed.com
83 Bicester Road
Long Crendon HP 18 9EE
United Kingdom
+44 1844 202 522
Anton-Antweiler-Str. 1
Köln 50937
Deutschland
+49 221 5847 9978
Invessed is a registered trademark of Grow Create GmbH
Handelsregister: Nordrhein-Westfalen Amtsgericht Köln Registration number: HRB 92833
Implementation services in the UK provided by Grow Create Limited
Company number: 08008475
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