UK-based Fidenti Wealth manages over £37 million in client assets across its wealth management and mortgage brokerage division (Fidenti Mortgages and Protection). Financial Adviser, Andy Thompson says Marloo's industry-specific AI takes care of its client meeting admin, so it can maintain its more relaxed, personal service ethos.
"The whole idea is just to make everybody a lot more comfortable. We're not constantly looking down and writing notes during meetings - clients are getting the experience that we're focused on them. It's more direct communication with clients than being distracted by writing notes."
Andy says Marloo is now integral to the company’s operations. With all of its financial advisers now using the platform daily Fidenti Wealth is hitting its goal of using tech to give its clients a better service.
“We're always looking at new systems that make our lives easier and client connections smoother. Marloo sits there discretely - clients don't really notice it. They're getting the full experience of us being focused on them. Then when we do our follow-up admin it even filters out the chat and cuts through to what’s actually needed.”
Before Marloo Andy and the team waded through a cumbersome and clunky process after every client.
"My old system required someone sitting in meetings with me, then they'd dictate and type it up. Or I'd dictate my notes, go to Word to get them typed up, cut and paste them to Copilot to get them summarised. It was round the houses a little bit. Now it's as simple as ‘turn it on and let it go’."
Andy says Marloo industry-specific intelligence, that understands what financial advisers do sets Marloo apart from generic notetakers.
“We started with Otter but it was clunky and couldn't pick up financial terminology. Generic systems like Copilot constantly misunderstood industry terms - "ISA" became "ISIS" every time! Marloo understands our jargon perfectly. There's also been occasions where it's thrown in information about particular products when asked, and the information it finds is very good. It's industry-specific rather than just transcription.
Having an AI-assitant that ‘gets’ what he does on the day-to-day is giving time Andy less time on admin and more time to do the things he loves.
“I can walk out of the meeting into the office, type up the notes, summarise it, off to the admin, Job done! From leaving the meeting to having the note done - 10 minutes."
More from our chat with Andy Thompson from Fidenti Wealth:
What makes Fidenti Wealth different from other financial advisory firms?
We're much more relaxed than traditional firms. I've come from 20 years of suits and blazers in stuffy offices. Here, people wear whatever's comfortable. Our meeting room has a couple of chairs and a table, not a big desk with office chairs on each side. The whole approach is about making clients comfortable, and it works - we have 100% five-star ratings from over 700 reviews. Nick, one of our directors, built the company on being available when clients need us - weekends, evenings if necessary.
How does this time saving impact your business growth?
It's releasing time for the whole team. Particularly good for our tech guy, who now has time to look at other areas where AI can help. The ultimate plan is we do our meetings, get our bits done in 10-15 minutes, and either do our own follow-up notes or send them to our admins who can process them quickly. More efficiency means we can see more clients or have more free time - depending on what each adviser wants.
How has working with the Marloo team been?
They're really responsive. Coming from our side of the fence, we see different things to what clever computer guys might see. Historically, systems were clearly invented by computer people, not financial advice people, and were disgustingly difficult to deal with. When you have people involved who understand our world in the way the Marloo team does, it makes a huge difference.
What future possibilities do you see with Marloo?
The more they evolve and add features, the more we'll adopt. We're also exploring using it across our mortgage brokerage division. One of our mortgage brokers is already using it and he’s been reading my transcripts for training purposes to understand what meetings should look like.
