CASE STUDY
M
oneyfarm is a digital wealth
manager which helps people to
protect and increase their wealth
over time and was launched out of a belief
that the wealth management industry
was failing to cater for the needs of many.
Guided by the principles that families should
be able to invest their money simply and
effectively, Moneyfarm created a service that
gives people access to investment advice
and high-quality products at a family-
friendly cost.
Regulated by the Financial Conduct
Authority, it offers advice and discretionary
investments to 30,000 customers in both
Italy and the UK, with over £400 million
assets under management.
Offering a more human and secure
communication to customers
Despite being a digital-first business, being
able to connect customers with human
investment consultants lies at the heart of
Moneyfarm’s business.
“We want to simplify the process of investing
and lower the barrier to entry,” said Stefano
64
INTELLIGENTCIO
Giudici, Data and Integrations Product
Manager at Moneyfarm. “While that means
we can handle a lot of the initial stages
digitally, when it comes to selecting a service
and managing a portfolio, our customers
need to have access to experts.
“While our minimum investment is low
compared to other wealth managers, for the
people trusting us, it’s their personal savings
so they need to know that our consultants are
reliable. That means being able to get hold of
them and speak to them when they need it,
not wait for an email or a chatbot to respond.”
In the early stages, simply having multiple
telephone lines provided the access
customers needed. However, as the business
grew, this became more complex with
limited ability to route calls quickly, struggles
to connect mobiles with landlines, being
unable to track calls and patchy line quality.
On top of this, FCA regulations and the
introduction of GDPR requires that all
calls between customers and investment
professionals have to be recorded and
customers’ data handled and stored
sensitively and securely.
“It’s a part of business as you expand, so
you outgrow the systems that helped you
grow. If we wanted to continue offering our
customers a high level of service, we needed
a voice solution that could scale with us,
giving us flexibility without being hugely
expensive,” said Giudici. “At the same time,
we needed a solution that would handle
data within a framework that is compliant
with all the regulations we are subject to,
whether FCA or GDPR.”
Why Natterbox
To find that level of flexibility, combined with
the ability to capture and hold sensitive data,
Moneyfarm chose Natterbox to provide a
voice solution for its frontline staff, in its
CRM, sales and operations teams.
The Natterbox solution allows Moneyfarm
to automatically route customer calls to
the relevant teams, ensuring that queries
and issues are dealt with quickly and
providing a consistently high level of
customer service.
With investment consultants travelling
between offices quite often, Natterbox allows
www.intelligentcio.com