AMA: I’m Jessica Lamb, director of Practice Dynamix, Ask Me Anything!

Yes, we've had plenty of experience with customising and helping businesses roll out the Xplan Client Portal. Personally, we think it's a great digital engagement tool and we've definitely had that feedback echoed from clients, however, that's not to say it's right for everyone. That actually feeds into one of the recommendations I'd make - take the time to understand what it does and doesn't do upfront, so that you're aware of the functionality. There is a design purpose with any product and it's about assessing whether it will satisfy your 'need to haves' vs your 'nice to haves'.

In terms of what I'd suggest for someone thinking about implementing Client Portal, I'd say the following:

• Read this article on the Iress Community about strategy tips for Portal - it has some great points to consider!
• Have a plan for what functionality you want to use in Portal - just a couple of areas or the full experience.
• Rome wasn't built in a day! There's a lot of functionality to take advantage of within Portal but it's often best to start with the basics, or prioritise certain features (i.e. an onboarding fact find for new clients), instead of rolling out everything at once.
• Likewise, give logins to a few friendly clients first so you can get some feedback, and then gradually roll it out across your client base.
• TEST, TEST, TEST!! There's heaps of fantastic automation between Portal and Xplan, which creates a lot of efficiencies. However, as with any automation, make sure you've tested it thoroughly so you (and your staff!) understand how it works. Thorough testing and incorporating it into your process will make it easier for your clients and staff to trust and embrace it.
• Finally, your Client Portal will be an extension of your business - do not think of it as just another module of Xplan, it's a digital engagement tool. Take the time to get your branding, colours, messaging and reporting right. And, just like anything that represents your business, take the time to review it every now again; what new functionality is available, does anything need to be updated, what could be better?