Frequently asked questions

• I do not currently use Adviser Office as my back office system, will I need to purchase this too?

  Client Portal is integrated with Adviser Office so you will need the Adviser Office software before you can start using Client Portal. To enquire about Adviser Office and Client Portal for your business, please register your interest in the box opposite and one of our team will be in touch shortly.

• What does Client Portal do?

  Client Portal is a web based online service hosted by Avelo in which Advisers can provide their clients with access to their personal information.

• Can I see a demo of Client Portal?

  Of course. You can try Client Portal for yourself by completing the box opposite and we’ll be in touch shortly.

• What are the minimum system requirements?

  You’ll need to make sure you’re running the very latest version of Adviser Office, version 8.3 or above. If you need to upgrade, just fill in your details in the box opposite and we’ll send you an upgrade CD in the post.

• What should I do now?

  To register your interest and try the demo, please complete the box opposite and we’ll contact you about next steps.

• How much does Client Portal cost?

  
  

  Licence	Number of clients	Data storage (Gb)	Incremental cost pm £	Total cost pm £
  Initial licence	100	1	-	35
  	101-250	1	30	65
  	251-500	2	32.50	97.50
  	501-1000	4	60	157.50
  	Each + 1000	4	100
  Additional data storage		4	20
  All prices exclude VAT

• How do my clients access it?

  Customers can access Client Portal using a web browser and an internet connection - no installation of software is required. They can do this via their computer or their mobile phone.

• Can I get access to my clients data when I am out of the office?

  Yes, you can upload your clients data and therefore see their basic details and policies and investment information whether they are using Client Portal or not. If you do give your clients access, then you can share messages and documents with them securely

• Will all my clients automatically have access to Client Portal?

  Each firm can decide which clients have access to Client Portal and the data they have access to. Clients are then switched on accordingly. You can amend this at any time.

• Will Adviser Office automatically update if a customer makes a change to their information on Client Portal?

  The changes made by a customer are sent as messages to Adviser Office in order that they can be managed by your back office staff by simply accepting or declining. This is a controlled update – there is no automatic data change without the firm knowing, but the process is designed to reduce time and avoid rekeying of data.

• My firm already has a website, can Client Portal link to this?

  Yes, you just add a hyperlink from your website. If your website requires a log on to access or it is hosted by a third party, we’ll need to liaise with your technical team.

• Can I customise Client Portal to reflect my firm’s corporate style?

  Yes, there are some areas of Client Portal that you can personalise. You’ll be able to upload your company logo, an image as well as your T&Cs and Privacy Policy.

• How secure is client data?

  Client Portal uses Hypertext Protocol Secure (https). This uses encryption to secure the internet traffic, protecting it from snooping or tampering by others on the internet. In addition, penetration testing has been carried out on Client Portal by an independent third party. For further information click here.

• What sort of Management Information can I expect to be able to produce?

  Client Portal will allow you to view MI such as which customers have accepted your T&C’s, who has accessed the site and when, who has requested valuations, appointments and callbacks; who has asked questions, made referrals or updated their details and what documents are on the system (allowing you to maintain the amount of space used). This information can be exported into an Excel document.

• Do I need training to use Client Portal?
  

  Client Portal has been designed to be very simple to implement and roll out within your company, however we recognise that some clients would like configuration done for them or would like data quality guidance and assistance. For these clients we have designed a range of service packages to compliment Client Portal, by optimising your use of it, and reducing the time to get to the stage you wish to be at. Your Account Manager can provide you with more information.