BT Panorama enhances user experience

BT has announced a range of updates to its wealth platform, BT Panorama, which it said is centred on improving the user experience of advisers and support staff.

Notably, BT Panorama recently made a service request tracker available to its users, which allows advisers and support staff to check the status of individual client requests.

The launch, the wealth manager explained, was informed by feedback from advice teams following a pilot run last year.

Having been most recently updated in March, now allowing users to download and submit selected forms, the tracker’s uptake has since significantly increased, reaching 17,000 unique users as of May 2023, according to BT.

Speaking on the enhancement, BT chief customer services officer Georgina Croft said the service request tracker has been a “game changer” for advisers, as the time savings give them capacity to spend more time with clients.

“It’s a great example of how our technology can provide practical solutions. We looked at how the administrative process of tracking requests can be streamlined on our platform, and we’ve delivered,” Ms Croft added.

In recent months, BT Panorama has also seen the addition of environmental, social, and governance (ESG) information and up to three years of access to investment and product disclosure documents on the mobile app, enhancements to adviser portfolio tools with managed accounts, and in specie contributions to super.

Moreover, BT Panorama now allows advisers and their teams to generate Centrelink schedules 24/7 through its chatbot, Blue, instead of calling a BT customer relations consultant.

“Running the back office efficiently is a key pathway to increased profitability for many advice practices. As the platform of choice for nearly half of all advisers in Australia, we are committed to empowering advice practices to make the most of platform technology so they can continue to thrive,” Ms Croft commented.

According to BT, further enhancements to the platform’s reporting features are in the cards for the future, with advisers set to be able to generate the same set of reports for potentially all of their clients, all at once.

“The feature will save advisers and their teams time, particularly during a busy period such as at year-end or when annual reviews are conducted,” BT said.

The wealth manager added that it is also focused on enhancing the platform’s security features to manage risks related to the increasing cyber crime rate in Australia.