You spend a lot of time weighing up the features and benefits of adviser software to make sure it’s the right fit for your business. But do you give the same amount of consideration to the support and service you’ll get when you buy new software?

With advice businesses now so reliant on technology to perform their best, technology providers’ support has become just as important as the software itself. So, when some technology providers are scaling back the support they provide, there are a few things you must consider when choosing new software.

What should your technology provider do for you?

With over 30 years in the business, Iress’ head of product support, David Bond, knows what’s essential when it comes to technology support:

  • Being able to get hold of your provider promptly to resolve issues
  • Being able to resolve issues at the point of contact
  • Having access to multiple channels of communication
  • Investment in technical training for support teams
  • Proactive response to client feedback

David, who leads our team of 65 support professionals, says it’s surprising how few technology providers offer all this.

Some technology providers are even scaling back vital support services, like telephone support, when the industry is still adjusting to remote working and that can bring problems.

David Bond
Iress - Head of Client Services and Support

When lack of support becomes a problem

For one adviser firm which now uses Xplan, a lack of support from their previous technology provider was a dealbreaker. Their provider had significantly reduced their telephone support services, leading to unpredictable response times. This just wasn’t acceptable for a busy advice business that relied on faster resolution times to deliver the service their clients expected.

Laura King, head of account management at Iress, says this is the obvious difference between a technology ‘provider’ and a real technology 'partner’.


Do you want a technology ‘provider’ or a partner?

Laura says, "An account manager that isn’t fully engaged with your business can have a detrimental effect. Not having the support you need - a team that’s contactable when you need them - can cause delays and frustrations and lead to problems with how you service your clients.

You could have an outstanding first line of support, but it needs to be backed up by first-class account management. The account manager should understand your business, get under the skin of why you use the software and work closely with you to make sure you’re getting the most from it. Ensuring the business’s efficiency is front and centre at all times leads to a strong partnership."

Your account manager should understand your business, get under the skin of why you use the software and work closely with you to make sure you’re getting the most from it.

Laura King
Iress - Head of Account Management - Retail

If your account manager doesn’t understand the direction you’re taking, doesn’t have the right knowledge, isn’t readily available or takes too long to get back to you, it might be time to reassess your relationship with that technology provider and to seek a technology partner that cares about your business as much as its own.

The power of technology support

At Iress we’re investing in our team and upping their technical skillset to get more queries resolved at the point of contact. And we know it’s working because our clients tell us so in their feedback.

As a technology partner, our service goes far beyond merely providing technical support. Our account managers - all deliberately recruited for their drive, client focus and product knowledge - have been working more closely than ever with our clients to help them meet the challenges of remote working, helping to lift their businesses into the digital age and transform the way they work.

Learn more about Xplan advice software

At Iress we answer 92% of client telephone support calls in less than 60 seconds.

David Bond
Iress - Head of Client Services and Support



And the really interesting thing? Since the pandemic, we’ve done it 100% from home - providing the same level of support as we did in the office. No-one even noticed!

So, whether you’re assessing the suitability of your existing system or getting ready to buy a new one, don’t underestimate the power of the technology support behind your software. It could be the difference between using technology effectively to grow and improve your business versus ticking a box and draining your resources and revenue.