Scottish Widows is keen to keep making improvements to its platform, formerly known as the Embark platform, and said it will use feedback from advisers when looking at what to change.
Jonathan Sandell, head of propositions at Scottish Widows, thinks open lines of communication between platforms and advisers is key to a platform’s success
Scottish Widows Platform rebranded from Embark in July after the firm purchased it as part of a £390mn deal back in 2021.
Advisers have previously raised concerns about the poor service from the platform.
Sandell said there are always opportunities to make improvements as Lloyd Banking Group invests £150mn into the platform.
He said: “The key thing we can offer is an ongoing process to ensure that we're always investing in the platform and always improving that adviser experience, which includes taking feedback and responding.
“The last thing that we would want to do is just sit and wait for things to happen by saying we've got a brilliant proposition and thinking it's the best thing ever.
"That's never the case, it can always improve so we want to get that feedback to respond and develop the platform accordingly."
One of these upgrades is the integration with Origo Unipass which enables advisers to log in easier without always having to input their username and passwords.
Sandell said: “It might sound like a small change, but actually it takes off a huge load, particularly when it comes down to things like password resets which is clearly quite a drag on the overall admin advisers face day in day out.”
Sandell said a key aim for the company is to listen to feedback from advisers to make the platform easy to use.
He added: “Our aim for this platform is all about making advisers' lives as easy as possible so that you can give the best client outcomes.
“In many ways, I think this is just really about ensuring they can spend as much time as possible with their clients and as little time as possible having to sort out anything like technical problems or servicing issues.
“It should be as simple and straightforward as possible to support their clients."
He added: “We've recently been working much more closely with advisers and adviser groups, taking feedback.
“A lot of the way that we built our overall digital experience for advisers was about that engagement – working through what they like, what they don't like, and then responding really quickly.”
Last month (November 29) it was announced that Scottish Widows will partner with Moneyhub from January 2024.
It will mean customers using the Scottish Widows app can connect their pensions with other financial accounts, such as current and savings accounts, stocks and shares products, loans, insurance policies and mortgages - including those held with other providers.
tara.o'connor@ft.com
What's your view?
Have your say in the comments section below or email us: ftadviser.newsdesk@ft.com
