CashCalc

Ray Adams, founder of CashCalc

What have you done to improve service over the past 12 months?

In 2021, CashCalc has welcomed a host of new features as part of a comprehensive client portal. Client self-onboarding, dynamic and customisable fact finds, anti-money laundering, secure messaging and document exchange and open banking have helped tackle the pain points both advisers and clients commonly experience, while also improving engagement. 

What challenges did you face and how did you overcome them?

Building tech functionality is easy; the major challenge has always been to build that functionality in a simple-to-use and intuitive manner, and this is what we strive to achieve at CashCalc. We achieve it through rigorous pre-launch Beta testing with users – listening and acting upon the feedback we receive.

What kind of investment does good service need?

Quite simply, from seed idea through to end product, the end experience and service delivered to the user needs to be front and centre in mindset at all times. The software should be easy enough to understand and use, and the appropriate training materials and troubleshooting guides easily accessible. Ideally, the latter shouldn’t ever be needed.

What do you plan to do for 2021-22?

Beyond 2021, CashCalc will not only be adding even more functionality, but functionality and minor tweaks that take away those known pain points faced by advisers and their clients in the advice journey. While advisers and clients progress through the advice journey, CashCalc’s software will prove both a vital and enhancing point of interaction, be that in the onboarding process, working on a client’s cash flow plan, or moving client data to and from other key financial planning systems, such as a back office and the chosen investment platform.

What does good service mean to you?

Traditionally, great service has been measured through answering a telephone call within one or two rings. Our view at CashCalc is that we should make the software so reliable, intuitive and easy to use, that our users never even need to ring us in the first place.