Platform · module 06 · Customer and adviser portals

Customer and adviser see the same picture.

When customer and adviser see different versions of the truth and every change arrives as a form in an inbox, queries grow with the book. Here both portals work on the same data, under your brand, and servicing is completed inside the portal.

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End frame: the “referral requests” table in the adviser portal with test data, per lead its status (open, in progress, customer won), the advice type (video call or phone), availability and product type; on the left three points: every lead in one place, the appointment wish and channel come from the customer, status through to “customer won” as a live pipeline.
Demo environment with test data
Why this module exists

Fewer queries, because there is only one version of the truth.

01The partner's problem

Customer and adviser see different versions of the truth, and every contribution or address change arrives as a form in an inbox. That gap is where the queries come from that make servicing expensive, and they grow in proportion to the book.

02The Xaver mechanism

Both portals work on the same data: contract status, contributions, allowances and documents on one side; the book, open tasks and conversation preparation on the other. Servicing cases are completed inside the portal rather than handed on.

03The proof

The adviser portal in the demo portal shows the tool groups for new AVD customers and for the Riester book, with their deep links into the journeys, the same case, continuing on the same data.

See the adviser portal
Benefits

What advisers and customers get out of it.

What it looks like

What an adviser has in front of them in the portal.

A tour of the adviser portal: the tools for new AVD customers with the advantage calculator, the pension-layer comparison and the three ways into the completion journey, below them the tools for the Riester book, the cards for contract check, digital mandate and automated application, the launch of the advice copilot, and finally a switch started straight from the portal through to sending the mandate for signature.
Illustrative, shows the adviser portal, not the customer portal
  1. 01Tools for new AVD customers
  2. 02Tools for the Riester book
  3. 03Contract check, mandate, application
  4. 04Start the advice copilot
  5. 05Start a switch, send the mandate
Open the demo portal
At a glance

Customer and adviser portals on one set of data, under your brand, with servicing inside the portal instead of a form and an inbox.

What the module does
  • Adviser portal: leads, appointment requests and completed cases at a glance, status through to “customer won”
  • Invite customers with one click: PDF flyer, social-media kit, personal link, every lead assigned automatically
  • Academy and toolbench included: ready to work from day one
  • Customer portal: contract status, contributions, allowances, documents
  • Adviser portal: the book, open tasks, conversation preparation
  • Servicing inside the portal instead of a form and an inbox
  • White-label, under the partner's brand
Operations & service

Service in stages: the portal first, people where it counts.

The portals belong to the first stage of the service model; what is not completed there goes to the customer success team or to qualified advisers.

  1. Stage 0/1

    Self-service, automation & AI adviser

    Answers in the portal, the AI adviser, automated chat and email

  2. Stage 2

    AI-supported customer success model

    Onboarding, allowance and contract questions, contract changes, queries from sales

  3. Stage 3

    Qualified advisers

    Financial questions and complaints, through a regulated complaints channel

Operations and service in the partnership model
Questions

What partners ask at this point

What does an adviser see in the portal?+

The home screen, under the partner's brand: the “referral requests” dashboard with every lead and referral request in one place, per lead its status (open, in progress, customer won), the advice type (video call or phone), the availability the customer asked for and the product type. Then “invite customers” with a PDF flyer, a social-media kit and a personal link that assigns every new lead to the adviser and their organisation automatically, the academy with tutorials, product documents, FAQ and learning paths with a final test, and the toolbench with the subsidy and advantage calculator, pension-layer comparison, letter generator and AI-adviser configuration.

Do the customer and the adviser see the same thing?+

Yes. Both portals work on the same data. The gap between two versions of the truth is otherwise exactly what produces the queries that make servicing expensive.

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