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Software for Financial Services and Insurance

Qualification before the adviser’s time, and a record of every conversation

In financial services the expensive problem is not finding leads. It is that an adviser’s day is finite, and a large part of it is spent on people who were never going to buy, chasing documents from people who were.

Everything else follows from that. Renewals slip because nobody had time. Records are thin because the conversation happened on a phone. And when somebody eventually asks what was said to a customer in March, the honest answer is that nobody knows.

What breaks here

  1. Unqualified leads consume the most expensive hour you have

    An adviser spends forty minutes with someone whose requirement, budget or eligibility ruled them out in the first two. Nothing filtered before the meeting, because filtering means asking questions, and asking questions means a form nobody fills in.

  2. Document collection runs over email and chat

    Photographs of papers, sent across three apps, chased for a fortnight, with four versions of the same document and no certainty about which is current. Neither side can see what is still outstanding, so both assume the other is holding it up.

  3. Verification steps get repeated

    The same customer provides the same proofs to the same organisation more than once, because each product, branch or adviser starts from nothing.

  4. Renewals are missed

    The most predictable revenue in the business, lost because a reminder depended on somebody remembering. A lapsed policy is also a customer who now believes nobody was paying attention, which costs more than the renewal.

  5. There is no record of what was said

    The advice, the illustration shown, the question the customer asked. It happened in a call or a chat on a personal handset. When there is a dispute — and eventually there is — the organisation has nothing.

  6. The relationship belongs to the adviser

    Contacts, history and context on one phone. When the adviser moves, a portfolio of customers goes quiet and nobody can say precisely which ones or why.

What we build for it

  • Qualification before human time is spent — requirement, budget and eligibility gathered in a conversation the customer is willing to have
  • Document collection with status visible to both sides, so neither party is guessing what remains outstanding
  • Renewal and premium reminders that run on schedule rather than on memory, with escalation when they go unanswered
  • Conversation records and audit trails, written as the conversation happens rather than reconstructed afterwards
  • Adviser tools on mobile, because this work is done in customers’ offices and homes, not at a desk
  • Customer history held by the organisation, so a colleague can take over a relationship without starting it again
  • Reporting by product, adviser and branch on one definition of a lead and a conversion
  • Integration with the core systems you are required to run

What this means for your project

The audit trail is designed in, not added later. Retrofitting a record of who said what to whom is close to impossible once a system is live, and it is the requirement most likely to arrive late and from somebody senior.

We will want to speak to your compliance people before we design screens. What has to be recorded, retained, and shown on demand shapes the data model. Designing the interface first and asking afterwards is how these projects get rebuilt.

We will not claim certifications or approvals we do not hold. If your procurement requires a specific standard or an audit, say so at the start and we will tell you plainly whether we meet it.

If the narrower problem is enquiries and renewal reminders on WhatsApp, we have written about that separately: WhatsApp for finance and insurance.

The other industries we work in

Tell us how your team sells

Describe your products, your advisers and where time is currently lost, and we will tell you how we would approach it.

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Tell us what you are building

We will tell you how we would approach it, and whether we are the right fit.

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