16 March 2021
5 min read
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.
With over 30 years in the business, Iress’ head of product support, David Bond, knows what’s essential when it comes to technology support:
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.
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’.
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.
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.
At Iress we answer 92% of client telephone support calls in less than 60 seconds.
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.
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