North has taken another step forward in its digital service transformation, delivering a suite of enhancements designed to streamline how advisers manage and action client requests on-platform.
Designed to uplift the digital experience for advisers, the newly-enhanced Activity Management Dashboard is a centralised tool that enables advice practices to seamlessly manage and track client activities every step of the way.
Advisers and their support staff can view the full status of in-progress activities with their clients, understand what steps are complete and what’s coming next via a workflow progress bar.
For the first time, advisers can upload documents directly to North, send secure messages directly tied to a case and access a full audit trail of updates via the Activity Log. They can also now see an estimated completion date on the dashboard, helping them better set expectations with clients.
These features are designed to reduce follow-ups, minimise delays, and enable real-time servicing without leaving the platform.
Improving service outcomes with both digital and human support
North’s digital enhancements are backed by a service model that blends on-platform capability with high-touch support, including:
- A team of Australian-based contact centre consultants
- Field-based training consultants to help advisers and support staff maximise use of the platform
- A nationwide network of BDMs to provide ongoing practice development support
This combination of digital and human support ensures advisers can work the way they prefer — with full transparency and access to help when they need it.
Built in response to adviser feedback
According to the 2024 Adviser Technology Needs Report by Investment Trends, advisers still rely heavily on emails, phone calls and BDMs for service updates over the last 12 months — with many calling for faster, more proactive digital support.
Over half (53%) said they relied on their BDM for help, followed by email (47%) and online chat (28%) channels of communication.
North’s upgraded digital servicing tools address this directly, offering advisers real-time case visibility, estimated completion dates, and a secure way to action outstanding tasks — all within the platform.
“It’s great having one place where you can see the full history — the status, who’s done what, and what’s next. It’s made things more organised and less stressful,” said Tia Edwards, Client Service Manager, Edge Advisory Partners.
“The progress tracking is really good — you can see exactly where the case is at without having to guess or call up for updates. It’s also really helpful knowing when to expect something to be completed — it sets the right expectations for us and the client straight away.”
North’s expected completion date feature is currently available for advisers performing switch transactions and will be extended to all transactions on platform by the end of this year.
Peter Batsakis, AMP General Manager, Adviser Experience and Digital said:
“We’ve received a lot of feedback from advisers over the past year in terms of what really matters to them from a digital service offer perspective and we’re pleased to bring those insights to life with today’s new enhancements.
“These new features not only streamline processes but also empower advisers with the tools they need to deliver exceptional service to their clients. They bring clarity, structure and greater control to day-to-day servicing, helping practices spend less time chasing updates and more time focusing on their clients.”
“We’ve already seen a 35% improvement in task processing efficiency when advisers use the document upload functionality instead of email. It’s a great example of how simple, well-designed digital tools can have a big impact on adviser experience.”
Edwina Maloney, AMP Group Executive, Platforms said:
“We want to make North the easiest platform for advisers to do business with.
“These enhancements bring us closer to that vision — they empower advisers with self-service tools, reduce their reliance on emails and calls, and ensure they always know what’s happening with their requests.
“It’s a smarter, more modern way to deliver great service.”