A clearer view of customer data means a better experience all round
We know good service is a priority for you when it comes to working with an investment platform. And because of this, we’ve recently implemented an enhancement designed to ease and speed up the resolution of queries submitted to our dedicated adviser support team.
Morningstar Wealth is growing. As we do, we’re investing to maintain and improve our clients’ service experience. By making the most of automation and digitisation to speed up simple, everyday processes we can focus our teams’ manual efforts on more complex cases, where they can be of most use.
Internal improvements to boost external performance
As our platform has grown and evolved, we’ve taken stock of what customer information our service colleagues need and made sure they can access the right customer information at the right time to best support you with queries at critical moments of the advice journey.
Focusing on the information needed to support the most common requests will reduce the time it takes to resolve them, enabling us to reinvest that time back into more complex processes, such as transferring assets. It saves time for our callers and service colleagues alike and makes for a better experience all round.
Our solution enables customer service colleagues to see a 360o view of the information they need all on one screen. This removes the need to move between different screens or systems, saving time and making it easier to get to the point before reaching an informed resolution. This increased efficiency and improved understanding makes for a more positive, personalised experience.
Better service by design
Owning and being in control of our own technology means we can choose best in breed providers and work closely with them to build customised and integrated views of our business in a single colleague system.
After deploying this enhancement across our adviser support teams, we’ve seen a significant improvement in resolution times. Specifically, for withdrawal requests we’ve saved over 150 hours of colleague processing time. Advisers’ experience improves as our colleagues can resolve requests more efficiently. With these initial steps in place and tested we’re moving on to roll out 360o view across other core service request journeys.
We’ll share more updates as we continue to drive up our standards of service across Morningstar Wealth.