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Over recent months, our Customer Service, IT and Change teams have worked together to enhance the Pipeline Tool and improve the experience for advisers.
Key benefits include:
- Improved visibility of case progress and outstanding requirements.
- More consistent and timely updates across Monies Out cases.
- Greater confidence in Pipeline as the primary source of information for case tracking.
- Reduced need for adviser follow-up calls and emails.
- Improved self-service capability, allowing advisers to access case information when they need it.
- Standardised processes and governance across teams to improve the quality and consistency of updates.
Our goal is to provide advisers with clearer, more reliable information and make it easier to track cases through to completion. We would encourage advisers to use Pipeline Tool as their first point of reference for case status and requirements.
Please note:
- The enhanced Pipeline Tool is intended for new Monies Out cases entering the process. Cases already in progress may not display the same level of visibility or case updates within the system.
- Death claims will continue to be excluded from the Pipeline Tool. This is because the majority of these cases are managed directly with solicitors, executors or estates rather than through advisers. Consequently, email will remain the primary channel for the management of these requests.