Optimising service
The recent tax year end period brought the usual surge in activity, with both our Client Operations and Sales & Online Support teams handling over 3,000 calls and 8,700 tasks a day at its peak. This was no mean feat.
A significant amount of planning goes into tax year end to ensure you receive good service, and occasionally service demands increase at other times of the year, as was the case around the last Autumn budget. That’s why it’s important that we have the agility to scale our services when the need arises.
Learning from these busy periods and implementing change are key parts of our culture of continuous improvement. This tax year end we identified opportunities for greater collaboration between our sales support and client operations areas. Greater cross-training between the teams fostered more teamwork which drove faster, more efficient support for advisers and clients.
Thanks to this enhanced collaboration and new Live Chat functionality, Sales & Online Support were able to provide more support towards co-browsing, leading to a record-breaking 800+ sessions in the lead-up to tax year end. Live Chat usage also hit a high, with nearly 1,400 chats handled in a week — up by over 400 compared to last year. Key enhancements to Transact Online, such as the ability to amend personal details and instruct pension crystallisations online, also meant that our teams could focus on providing tax year end support for you and your clients.
We know that we don’t always get everything right but high quality personal service is a key focus for Transact and we hope you benefitted from our support this tax year end.
1. Introduction
2. Transact Online (TOL) – Recent enhancements
3. Integrations – Account opening API
4. Optimising service
5. Successions planning update – Don’t keep kicking the can down the road
6. Transact – BlackRock MPS update
7. Increase to normal minimum pension age
8. Annual limit for pension contributions
9. A study in gifting – the challenge of large-scale wealth transfer
10. Investment Trends UK Adviser Technology & Business Report results
11. Interest on cash
12. Transact events 2025