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They don’t really use Fact Find - it doesn’t work with the system very well. They face a lot of problems, such as system freezing, other technical issues.

⚠️ A lot of fields in Fact Find are not connected with the system, such as Employment Details

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Workflow:
They have a call with a client
Quick enquiry form - word doc
They move the data to the CRM
They capture high level property info
If it’s a Buy to Let or Residential they export to 27Tec.
They follow the workflow process with automation based on the current stage
They get documents from the client, and it’s where the CRM becomes more useful

• Supporting documents has never worked for them. Client portal doesn’t work for them. Too many features that are broken. It doesn’t work in their process

• Burrow portal don’t work for them, they don’t use it at all. Documents not required/outstanding/satisfied - never displayed properly

• They don’t use notifications, they use diary entries.

• If the same client comes with a new product, they SHOULD add it to the same case. They try to have one customer record with multiple products

• Adding cases, adding products is quite easy. Works well for them

• He uses summary. He likes show hidden products feature. But it works well only if people use it correctly He finds it useful at management / reporting level.

• Summary would be useful for brokers, if they can choose what they want to see in the table. Currently, not very useful. That would be as useful as they want it to be.

• Timeline for him is an audit section, and everything done to case should be visible here. He would like to see literally everything. Who changed advisor name, who changed postcode, who clicked action etc. He would love to have a vast audit. Even things like when they log in

• If a case is hidden (archived) - then they cannot see it in the timeline unless they make it visible again.

• They don’t use Quotes. James has never looked at it. They look for quotes in Product section. Brokers focus on product level. He still doesn’t see value in quotes. Maybe for Life Cover there would be a value.

• Schedule of property should have some drag ad drop, that would be able to export data from excle spreadsheet for example.

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Seems like he doesn’t understand some of the panels and how they work, when trying to show something during the interview.

The main conclusion is that using the current system is painful and frustrating. A lot of features are broken and confusing

• He likes to have collapsed panels in a product view

• He would like to have better navigation system. He complains about scrolling, for instance if notes panel is opened, and it contains hundreds of notes, he has to scroll through them to get to the panel underneath, or scroll back to the top and collapse the panel

• Panels are structured in a hierarchy order

• Application details and Product details should be actually one tab.

• Configuration of panels was frustrating and painful. Cannot change the name of a panel, lots of panel names doesn’t make sense. Setup is not clear, names are not consistent

• He thinks there should be a main stages, and then substages within it. He has a lot of stages, and he has few different stages for the same stage. They would like to have it configurable

• Seems like he doesn’t understnad some of the panels and how they work, when trying to show something during the interview

• Supporting documents is hard to use and confusing. People don’t use it internally. Also once the panel is expanded, the arrow to collapse is gone and they have to collapse all

• They dont use simple tasks. They dont really understand it. They use diary tasks for case management instead

• Another problem is that they cannot filter diary tasks. There are no filters.

• Simple tasks bar - Security check? So when the client calls them, they might need to answer some questions to confirm who they are

• In product view they would like to have some kind of summary of a product. So things such as last note taken, next task to do, current stage is this. Some kind of a quick summary

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Wizard might be something that would help bringing people back to the system

• He absolutely thinks the wizard would help him

• Definitely some instructions and tips are a good idea

• After he added one product, he would prefer to go to Case Summary and add more info to the customers.
  That’s the first step - to fill applicant details, and then go to product

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He thinks it’s nice and works well. Definitely good improvement in terms of Case view.

• In terms of uqick actions, adding notes is a good choice. Same with diary entry. Would be also nice to see other entries so they don’t overlap

• On consents - they have one privacy policy. They sent it to a client, and there’s no need to ask for sign

• They don’t associate products. They don’t know what’s that

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Great thing getting rid of popup windows

• In terms of applicant details, he thinks it’s enough to keep the data in a drawer. No need for big blocks visible all the time. Good call on that

• On Quotes - If a broker doesn’t have integration with a provider - no need to show the panel