This feature introduces the first in a new series of client interviews. We’ll be catching up with some of the practices that are already using DocPortal to transform their client experience and day-to-day processes. This month, discover DocPortal through the eyes of one of our longest-standing clients, AAG.

AAG is a wealth management company and appointed representative of St. James’s Place Wealth Management plc. We sat down for a quick chat with Group Managing Director Richard Balaes to discuss his DocPortal experience so far, and how it’s made a difference to his practice, client engagement and client acquisition.

Continue reading to find out what he had to say…

How long have you been using DocPortal for now, and what stands out most to you about our product?

We have been using DocPortal for more than 5 years now, I think what we really hang our hat on currently is the marketing element, but also the client acquisition. We really focus on intergenerational planning and getting to know the wider family, so for us DocPortal’s a no-brainer for when we’re taking on a new client, reviewing a client and then adding digital executors to their account.

Once the client starts to accumulate different documents and we start putting stuff in there as well, it’s a pretty easy conversation to have - “who’s your executor on your will, who are your close family members, do they know who I am?” Invariably the answer is no, so we let them know we should have a record of who their next of kin is or their potential executors. So that brings up the conversation around the wider family and then we can start to add digital executors into DocPortal, which means there is then the opportunity to build relationships with the wider family and for them to understand the value that we can provide. For example, we’ll let them know that their brother, let’s say Dave, is a client of ours and if anything should happen to him, this document vault will be opened up to them as a digital executor allowing them to access everything. So that’s really appreciated by the executors, and from there we are able to continue to nurture that relationship.

So in a nutshell, DocPortal really helps us with client engagement, prospect engagement and client acquisition.

How has DocPortal transformed your day to day business?

To be fair because the integration with Salesforce is still very very new, we haven’t really seen much there yet. But simply just the sharing of documents between us and a client streamlines the client onboarding process in particular, fairly dramatically.

So I would say it’s the onboarding process, where we can say to our clients “we’ll send you or email you those documents”, and then you can almost do it in a live environment through DocPortal. We can drop the documents in and the client will see them, sign them and print them off if they have to or want to. The onboarding process is that much slicker, and from what I understand is coming out of DocPortal in regards to new integrations that process will be even quicker as well.

What does it mean for your clients to have access to a product like DocPortal?

I think it just differentiates us, it shows our clients we are taking security very seriously and I think it’s something different and unique. It streamlines processes and it gets us front of mind with the client. The other thing is, not only are we storing their will and connecting with their existing executors, but we can add digital executors too. Because executors on a will might be a brother and a lawyer for example, but our client has also got two other siblings and a best mate that can be added as digital executors. So with the digital executor function you are not limited to just the will executors, meaning you can typically build relationships with more people.

What I would also say is DocPortal can be used as a launchpad for a wider marketing campaign as a result of that relationship-building. So we have a pretty good digital marketing presence and network with a massive database and, to be fair, there is probably still more that we could do as well.

Do you have a favourite feature of the DocPortal app?

Probably the scan feature, because you can scan something and then file it away digitally and you have it stored securely in the cloud forever. It’s versatile as well - you know, I needed my son’s birth certificate and passport for something quite recently, and I had his passport but not his birth certificate stored in DocPortal. So I just took a photo of his birth certificate and zinged it across to where it needed to go.

Would you recommend DocPortal as a business tool - if so, why?

Yes, definitely.

I think it’s two things really. It’s the brand recognition - our clients know us as SJP but to have something branded in your own brand, particularly for some of the larger practices who like to use their own brand, or if you’re a mid-size business trying to cut through, I think this just elevates your brand in that way. And then it’s the client onboarding which I think streamlines a lot of time, and that’s only going to improve as we get more and more integrated with Salesforce.

Finally, in 3 words, can you describe your experience so far with DocPortal?

Efficient. Unique. User-friendly.

Thank you to Richard at AAG Wealth Management for taking the time to talk to us. If you’d like to find out more about the kind of features DocPortal can offer your practice, just click here , or discover more from our existing clients here.