AMP North continues digital service transformation
AMP’s North platform has announced further enhancements to streamline the way advisers manage and action client requests on-platform.
To strengthen advisers’ digital experience, North has improved its activity management dashboard – a centralised tool enabling advice businesses to oversee and track client activities throughout the advice process.
Moreover, the tool allows advisers and their support staff to view the full status of in-progress activities with their clients, see which steps are complete and incoming steps through a workflow progress bar.
Advisers can now also directly upload documents to North, send secure messages directly tied to a case, and access a full audit trail of updates for the first time.
The improvements seek to reduce follow-ups, minimise delays, and enable real-time servicing without leaving the platform, AMP stated.
It follows research that revealed advisers still rely heavily on emails, phone calls, and business development managers (BDMs) for service updates over the last 12 months. Some 53 per cent of advisers said they consult their BDM for help, while 47 per cent use email and 28 per cent use online chat channels of communications, according to Investment Trends.
The digital servicing enhancements seek to directly address this, said Peter Batsakis, AMP’s general manager for adviser experience and digital.
“We’ve received a lot of feedback from advisers over the past year in terms of what really matters to them from a digital service offer perspective and we’re pleased to bring those insights to life with today’s new enhancements,” he commented.
“These new features not only streamline processes but also empower advisers with the tools they need to deliver exceptional service to their clients. 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.”
Edwina Maloney, AMP group executive for platforms, said the company is aiming to make 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. It’s a smarter, more modern way to deliver great service,” she described.
In March, the platform launched a new file note assistant for advisers powered by artificial intelligence (AI), eliminating the need for manual note-taking.
The new tool leverages generative AI technology to transcribe audio recordings of client meetings, in turn producing a full transcript of the meeting and a structured file note that can be edited and customised for each adviser.
This will eliminate the need for manual note-taking, North stated, while streamlining the review process and decreasing the risk of human error. The AI tool was first implemented in a pilot run last year, with advisers reporting that they saved up to 30 minutes per client meeting after harnessing the file note tool.
AUTHOR
Jasmine Siljic
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