AMA: I'm Lachlan Fuller, Xplan product manager for Visualise & Client Portal, Ask Me Anything!

Hi kerri.shanks

I thought I would chip in on this one as we have transitioned most of our clients over to the client portal over the course of the last 6months, and away from our previous file sharing system. There are some interesting client behaviours to be observed, which potentially can be linked to DiSC or personality profiles (if you like to analyse client behaviour like that). We have some clients who consistently login multiple times a day and others who call us to reset their passwords when they do have to login as they can't remember what they originally set them to and haven't logged in since!🤣

We use the portal to send any documents containing personally identifiable information, reports, risk renewals, and encourage them to use the "compose message" feature within the portal to do the same back to us. Some clients still want to send us updated bank details via email, so it is a constant education piece, but the goal for our business is to eventually expand our use of it to become a one-stop shop, so they can complete pre-review fact finds, access reports and secure messages, view portfolios, generate their own reports etc rather than use multiple platforms that currently only fill one part of the advice process. Generally speaking our experience, and that of our clients, has been positive, and it has created efficiencies within our business.