Moneyinfo’s Guide to Digital Transformation
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Whether you haven’t gone digital, you’re still halfway through the process, or you don’t even know what digital transformation entails, we’re here to explain why it’s an ongoing journey.
This guide is for every firm that wants to adapt and keep in the know of where we’re heading. We’ll look back at the evolution of adviser technology, explore the hybrid financial adviser model, tackle the blockers that slow adoption, and show you tools you must include if you want to unlock your peak performance.
The history of wealth management and financial planning tools
The Hybrid Adviser
Implementing technology: Overcoming the blockers
Common misbeliefs and facts
So, what should you be looking for?
Kick start your digital journey today
The history of wealth management and financial planning tools
Let’s provide some context before we get into the deep detail of what digital transformation looks like for advisers.
The journey towards fully digital advice started in around 2010, when most financial advice firms were still deeply reliant on paper-based processes. The introduction of client portals for advisers that could aggregate total net wealth in one place, including data from back offices, CRM providers, platforms, pensions providers, and even client-held asset, marked a turning point.
By the mid-2010s, mobile apps revolutionised access. Suddenly, clients could check their portfolios and documents from a phone or tablet, busting the myth that older generations wouldn’t use technology. More on that later.
Automated reporting soon followed, removing the need for printing and postage, while GDPR regulations sharpened the focus on secure financial communications. Portals evolved from simple data storage to fully fledged adviser apps with interactive messaging, e-signatures, and document vaults.
Check out the video above from Tessa Lee’s talk at Owen James for a more in-depth overview of digital transformation and where it started.
Throughout the journey of digital transformation, we have seen advisers go from traditional, paper based processes to an increasingly digital approach.
While traditional advice involves rekeying and delivering a portal which doesn't offer in-depth touch points between adviser to client, technology has gradually got us to the point where clients can receive a nudge on their phone and processes which traditionally took weeks were resolved in a matter of minutes.
This new wave of digital transformation paved way to 'the hybrid advice' approach.
The Hybrid Adviser
So, what is a hybrid adviser in financial planning and wealth management?
A hybrid adviser is a financial adviser who blends human expertise with digital tools. Instead of relying solely on face-to-face meetings and paper processes, they use apps, secure messaging, video calls, and e-signatures to handle admin and keep clients engaged between meetings.
Over the last decade, adviser technology has moved from basic document sharing to sophisticated digital client onboarding, real-time reporting, and secure financial communications.
But within the advice community, those advances were met with apprehension, as wealth managers and financial planners were concerned they would be replaced with technology. This is one of the barriers we face when it comes to technology implementation.
It allows advisers to:
Connect with clients via the devices they already use (smartphone, tablet, PC).
Deliver paperwork instantly and securely.
Track delivery, opening, and acceptance in real time.
Save travel time and costs while reducing environmental impact.
A hybrid advice model frees up time for the conversations where their judgement and empathy matter most. Clients still get the trusted personal relationship, but with the added convenience, speed, and accessibility they now expect.
It isn’t a temporary stage or a halfway point to being “fully digital”. It has become the standard for today’s firms. Hybrid advice uses technology to cut admin, speed up processes, and keep clients engaged, while reserving adviser time for the decisions where human expertise adds the most value.
This shift matters because it changes what “going digital” really means. It’s no longer about replacing traditional methods outright, but about blending them with modern tools in a way that makes your service more personal, more efficient, and more scalable.
Implementing technology: Overcoming the blockers
So, if you haven’t already, why go digital? Because there is overwhelming evidence that clients want it.
Yet still many advisers cling to the belief their clients won't use technology, especially older ones. That's simply outdated thinking. At Moneyinfo, our data shows that clients of all ages are using digital tools to view portfolios and communicate, with mobile logins far outpacing desktop. Smartphones and tablets have become essential to the adviser-client relationship.
Adoption is as much about culture as training. Leadership needs to set the tone, but advisers also need to see personal benefits: less admin, more client-facing time, and smoother compliance.
Most adoption challenges come from inside the firm. Getting buy in from the team is a tough hurdle to climb, but there are often common misbeliefs that can be challenged with evidence.
Common misbeliefs and facts
Misbelief: “Only the younger generations will use the technology”
Contrasting evidence: Older clients have been seen to use a portal more often than younger ones
When Johnston Carmichael Wealth rebuilt their technology stack, their focus was client service. Their bespoke client portal now keeps clients engaged year-round with portfolio performance charts, secure document sharing, and in-app notifications. Surprisingly, they found older clients used the portal more often than younger ones, a clear sign that tech adoption isn’t limited by age.
Misbelief: “My clients won’t use it”
Contrasting evidence: More than 1,000 new client logins in one year
In 2024, Clifton sent over 66,000 documents digitally, saving around 20 trees. They exchanged over 12,000 secure messages (avoiding nearly £20,000 in postage costs) and issued more than 1,000 new client logins. These results aren’t unique. Across Moneyinfo firms, the industry collectively saved over 550 trees and £850,000 in postage in one year alone.
Misbelief: “I don’t want technology to replace the tried and tested ways we engage with clients”
Contrasting evidence: 24/7 access for clients deepens relationships
With 24/7 access to real-time portfolio updates, reports, and plans, clients come to meetings more informed. Conversations become deeper and more productive. Tech doesn't distance clients - it strengthens loyalty by making interactions more meaningful.
Advisers pride themselves on the personal relationships they build with clients and often worry that digital tools might depersonalise this. But technology isn't here to replace human interaction, it's here to enhance it.
To achieve this, client portals and understanding the digital journey will be key.
So, what should you be looking for?
Creating the right technology infrastructure to support your business is not about adding more systems for the sake of it. It’s about putting your clients at the heart of your processes and making sure every tool works seamlessly together.
Digitising your client experience through your own branded app can transform efficiency, unlock capacity across your team, and make your existing technologies work harder. Done well, it can be achieved with minimal disruption while delivering a major uplift in client engagement.
The provider you choose should understand not just how to deliver great technology, but how to integrate it into your client journey and your firm’s day-to-day operations. In our full article, 10 Things to Look For When Going Digital, we set out the key considerations. Here, we’ve pulled out three of the most important:
Consumer Duty alignment
Meeting Consumer Duty requirements isn’t just about compliance - it’s about building trust with clients. The right digital tools should make evidencing delivery against all four outcomes straightforward, giving you confidence that your service is transparent, fair, and future-proof. By aligning your strategy with Consumer Duty, you can turn regulatory pressure into an opportunity to differentiate your firm.
Mobile app accessibility with your branding
Clients expect convenience, and a branded mobile app brings your service into their daily lives. It’s not just a portal - it’s your brand in their pocket, offering recognition and reassurance every time they log in. An app creates a seamless way to share updates, deliver documents, and maintain ongoing engagement, strengthening loyalty with every interaction.
Security by design
Security can’t be an afterthought. With biometric login, two-factor authentication, and ISO 27001 certification, firms can demonstrate that client data is protected at every step. Building trust is about more than great service - it’s about showing that security is built in from the ground up. This is where compliance, confidence, and client peace of mind all meet.
Ready to transform your firm beyond the basics?
You’ve taken it all in, now let’s help your review your tech stack to unlock your peak performance. Get in touch and book a discovery call, so we can see which Moneyinfo features can best help your firm in a personalised demonstration.