Client portal
What is the most user friendly client portal?
- conrad
Advisely Index Top 10
We've been using MyProsperity since 2017 and find them fantastic to deal with and our clients whilst resistant early on have adopted the platform well, especially given the secure portal.
- deborah.kent
conrad we have just engaged My Prosperiy finding it great
- deborah.kent
We have just taken on My Prosperity, we found it the most efficient one we researched over the past 12 months, it is early days however our clients are loving the experience already, the efficiency can already been seen. We hope to have all our clients converted to it over the coming months.
I'm interested to hear from anyone using the Xplan client portal for the entire client facing piece - i.e secure document transfer, e-signing of documents etc and how you find it, and also from those who have investigated using it but opted for another provider - what were the shortfalls or improvements still needing to be made that made it a less attractive option than others in the market?
- jessica.lamb
Advisely Partner
We have worked with several practices that have rolled out Client Portal over the last few years with various levels of success. The things we have learned about Client Portal from these experiences include:
1. Do your research.
Understand what the Client Portal offers your business and your client and use it for its intended purpose. If there is something you would like to see done differently, speak to the Client Portal team. They welcome the feedback and have made many improvements based on user feedback.
2. Set yourself up for success.
Ensure that your site is set up correctly for Client Portal. You have all the email templates set up. You have cleaned up your IPS Data, your File Note Data, and Client Contact Information.
3. Create a process for Client Portal
Think about the Client Portal as your digital engagement tool with your clients. This is an extension of your business. The client should expect the same experience on the portal as they do if they were in your office, or a review meeting. What is your message to your client when the login is first created - how do they receive their login details? Is it one email with User Name and Password, or 2 emails? Perhaps it is one email and one SMS? Are you communicating this in a review and then sending the emails - or are you rolling this out in bulk - what notice and information are you providing?
4. Review what the client sees and know the system yourself
Make sure you can troubleshoot with your client. You should understand how to login to the client portal for the first time. How to set up 2FA. How to set up your security questions. Maybe you also create a little welcome video with instructions. The more you know, the more you can help the client out should they run into trouble. (Note: getting in trouble in the first instance is all about your prep work and your rollout messages - do your due diligence and the issues will be lower)
5. Collate Feedback
As part of the review with your client, get to know what they use the portal for, and how they like it. Even better, ask XPLAN to set you up with your own Google Analytics report. This will show you how many clients are logging in, where they are spending their time, what medium they are using etc. We recently had a group present one of these reports to their board (based on a pilot program) and they were greenlit to roll out the portal to their entire network of clients.
Thanks Jess - this is on the cards to investigate and develop further, possibly with your assistance over the coming months. Appreciate the time you took to respond.
- Peter.Worn
If you mean client as the 'user' then our feedback is MyProsperity has great feedback. Especially given that its a app based experience on phone.
First time poster here :) We're about to go live with XPlan client portal and I'm curious on the UX for older clients. Anyone have any feedback on uptake for those clients who aren't overly tech savvy?
- rainier.reyes
Advisely Team
Great to have you here Cass ! Exciting to hear you'll be going live with Client Portal - I'll be interested to hear what our members' experiences have been too. 👀
- primrose.foster
Thanks Peter.Worn
Appreciate you sharing your thoughts with Darren.
Hi All,
We are currently using the Xplan Portal however a few clients seem to have trouble with it. i.e. Password emails not being received, not seeing fields to complete etc. Is there some sort of FAQ for client issues as we seem to keep having problems with this.
Thanks
Sarah
- jessica.lamb
Hi Sarah
We have seen issues with emails not being recieved by the user when signing in and using 2FA. This is typically a result of the users email provider blocking the email thinking it is spam. Depending on the email provider, you might recommend to the client to use the SMS option instead.
In relation to you sending the client their password via Email - make sure you have added the XPLAN SPF records to your server. This is cruital when using XPLAN to email your client. Here is a link to IRESS Community for more information in SPF records. https://community.iress.com/t5/Help-Guide-Xplan/Comprehensive-guide-Managing-SPF-DKIM-and-email-delivery-issues/ta-p/68938
Personally, I have not seen any issues with fields not displaying for the client to complete. It might be a browser issue if you cannot replicate this. You might encorouge your client to use an incognito window which should resolve the problem.
For all of the above, when you have an issue with Client Portal around the usability and function, if there are any anomolies we always recommend that you first try and replicate this via a test login, then via the Clients Login, take screen shots and report to XPLAN Support your findings. I have found the Client Portal Team are very responsive to raised items and if the issue is within the Portal Framwork (i.e. Not a Browser or Email Server issue outside their control) they will do their best to find a speedy solution.
Thank you Jessica,
We have investigated the spam issue previously and rectified an issue with the security certificate rotation. It seems strange that now the clients are receiving the first email we send and then the second email is blocked, I will review the article in your link. We have been unable to replicate the issues they now are experiencing in testing/dummy clients.
There was one field that was not visible to a client unless you hovered over it, this has been rectified after time spent testing. We are just trying to make sure we have a good new client experience, and these hiccups have been a bit embarrassing. We have done a lot of testing trying to rectify the issues
Thank you
- primrose.foster
Keen to hear your thoughts luke.watson3?
Plus, what what would be the most valuable improvement.
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