Can you anticipate what a client needs before they ask for it? Client Portals and Apps are a great way to Asset and Wealth managers to stay close to their clients. They are also a great source of valuable data, which can help you understand client behaviour and provide a proactive customer experience. The webinar covers: - Analytics capabilities you will need - How to put Analytics to use - 5 real-world strategies to: • Increase adoption • Get more engagement • Encourage visits • Personalise messages • Detect problems - Pitfalls to watch out for - Next steps --- The webinar was recoded on May 2022, and was presented by Theo Paraskevopoulos, CEO Invessed. Theo is a Digital Strategy, CX and Cloud technology expert. Since the late 90s, he has led transformation projects for high-profile financial and fintech brands across Europe. Invessed is a platform that helps Asset and Wealth Managers upgrade their customer experience, with engaging Client Portals and Apps. For a video webinar, please head out to: https://www.youtube.com/watch?v=cQQKLpZqKLo

1. Client Portal
Analytics
Theo Paraskevopoulos
CEO, Invessed
5 strategies you can use
right now to upgrade your
Client Portal experience.

2. What we will cover
1. Analytics capabilities you will need
2. How to put Analytics to use
3. 5 real-world use cases
4. Pitfalls to watch out for
5. Next steps

3. Must-have Client Portal
Analytics capabilities
1. Record every action
2. Analytics dashboard
3. Data visualisation and charting
4. Slice and dice filters
5. Granular view

4. Generating actionable
insights
1. Start with business problem
2. Rephrase as data problem
3. Create hypothesis of problem origin
4. Put action in place
5. Evaluate movement in data

5. Putting Analytics to use
CHALLENGE
Can we…?
ANALYTICS
How much…?
HYPOTHESIS
Why is…?
OUTCOME
…and so?
ACTION
What if…?
Adapted from CRISP-DM process model: https://www.datascience-pm.com/crisp-dm-2/

6. 5 real-world Analytics
use cases
1. Increase adoption
2. Higher engagement
3. More frequency
4. Personalise messaging
5. Detect problems

7. Use case 1 / Increase adoption
CHALLENGE
Can we get more
clients on the portal?
ANALYTICS
Only 25% of Clients
have logged in
HYPOTHESIS
Many clients are not aware
or can’t find the portal
OUTCOME
50-75% of clients
login within 3 months
ACTION
Send out mailshot,
redesign Login button

8. Use case 2 / Higher engagement
CHALLENGE
Can we get clients to engage
more with Advisors?
ANALYTICS
Only 10% of Clients
have sent a Message
HYPOTHESIS
Clients think that Messages
are only for account alerts
OUTCOME
20-35% of Clients use the
Messaging service
ACTION
Floating Message button,
Market update Message

9. Use case 3 / More frequency
CHALLENGE
Can we get Clients to visit
more frequently?
ANALYTICS
Only 15% of Clients
login in any given month
HYPOTHESIS
Relevant market insights
would encourage returns
OUTCOME
Repeat visits
increased to 30-40%
ACTION
Monthly ‘markets review’
piece, with Message alert

10. 5 Advanced real-world
Analytics use cases
1. Increase adoption
2. Higher engagement
3. More frequency
4. Personalise messaging
5. Detect problems

11. Use case 4 / Personalise messages
CHALLENGE
Can we group Clients in order
to personalise messages?
ANALYTICS
Only 5% of clients
respond to product
messages
HYPOTHESIS
Messages that mention risk
profile are seen as relevant
OUTCOME
Product messages
responded to by 10-20%
of Clients
ACTION
Group by risk profile and
send product messaging

12. Use case 5 / Detect problems
CHALLENGE
Can we detect Clients with a
risk profile mismatch?
ANALYTICS
Every month, 5% of
Clients use the Portfolio
Review form
HYPOTHESIS
Daily Portfolio visits is a
sign of risk mismatch
OUTCOME
Portfolio Review form
usage decreased to 1-2%
ACTION
Notify Advisor after 5
consecutive visits

13. Pitfalls: 5 things to ask
in your next meeting
1. Privacy – have we got consent?
2. Quality – is our data accurate and complete?
3. Bias – does a single group skew our data?
4. Correlation – are these in fact connected?
5. Reality check – does this make sense?
Be data-informed, not data-driven

14. Summary
1. Analytics capabilities for visibility
2. Putting Analytics to use
3. Key challenges to address now
4. Simple v Advanced use cases
5. Pitfalls to avoid
Any questions?

15. What’s next?
1. Check your capabilities
2. Ask yourself questions
3. Can you drive change?
4. Get in touch
Many thanks for your time!

16. Grow Create GmbH
Haydnstraße. 19, Cologne, 50935, Germany
Company No: HRB 92833
Tax ID: DE815735207
Grow Create Limited
83 Bicester Rd, Long Crendon, HP18 9EE, UK
Company No: 08008475
VAT ID: GB133458910
DotSee Web Services SA
115-117 Kyprou Ave. 16232 Athens, Greece
Company No: 161978301000
Tax ID: GR801712181
https://invessed.com
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