Investments

In 2020, advisers and providers alike had to grapple with an unprecedented set of circumstances.

As a result, intermediaries initially accepted the teething problems that emerged as businesses shifted to an entirely remote way of working.

In 2021, however, things were different. Providers had more than a year to get accustomed to a different type of working life, and advisers and their clients were no longer so inclined to cut them some slack.

The bar has been raised in other ways, too; with online services now the norm across the industry, expectations of what can – and should – be achieved digitally have continued to rise over the past year.

The shift to digital does not guarantee easier results, or better ways of working with customers. A recent survey of over-50s conducted on behalf of Visible Capital found one in five now had less trust in online services as a result of the pandemic.

At the same time, it is not just online or remote services that need to shape up in preparation for a new, hybrid way of doing business. The importance of quality staff, named contacts and quick turnaround times is as important as it ever was – perhaps more so, given the disconnect felt by many over the course of the past 18 months.

Scottish Widows, a five-star winner in the investments category this year, says it has made a number of improvements in 2021, including significant investments in digital improvements. 

But it has also increased telephony and face-to-face engagement with its advisers, too. The company says its recent acquisition of the Embark platform will permit it to further enhance its proposition for intermediaries.

Jackie Leiper, managing director of pensions, stockbroking and distribution at Scottish Widows, says of the company's efforts: “Our goal is to support advisers in recovering successfully and sustainably from the impacts of the pandemic. By building strong, personalised relationships with our advisers and by listening and acting upon their feedback, we support them to deliver a best-in-class service.

"Through our ongoing investments in digital and technology, we aim to ensure every transaction is simple and adds value to our advisers’ businesses."