Barriers, action plan identified by Adviser E-Enquiry

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Initial research and discussions with intermediaries as part of the industry's Adviser E-Enquiry initiative suggest ecommerce is being held back by a particular set of barriers requiring an industry-wide response, a Webline forum has heard.

The barriers identified include a general lack of awareness of services that already exist; excessive complexity of services, such as password procedures and registration and overly lengthy ‘user guides’; and failure to implement suitable training and support policies within IFA firms. Shaun Crawford, insurance executive at IBM Global Services – one of the members of the initiative – says there is growing interest in adviser firms about how to do these things better, but without having to implementing major changes. This includes providing step-by-step help and not making assumptions th...

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