Clients▶️

In this article you will find multiple information and actions that you can take with your clients information. 

This article will cover:

• Creating a client
• Import client information
• Adding a custom client data field
• Disable or hide client fields
• Start a profile ▶️
  • Start a profile for an existing client
  • Start a profile and create a client at the same time
  • Start a profile for a client who has part of a questionnaire currently in progress
  • Start profiles for multiple clients
• Sending a client one part of the questionnaire at a time
• Sending a reminder invitation to a client
• Clients list
• Viewing a client's page
• Analysing your clients data
• Client status
• Difference between Update and Edit a client
• Update a client's profile
• Editing client's details
• Client's history
• Archive clients
• Deleting clients
• Reactivate clients

Creating a client

1. From your dashboard/landing page, press ‘clients’ to access the clients table.

2. Press ‘create client’.

3. Add details to the clients profile.

4. Title is a free text field, though Mr/Mrs/Ms/Dr are presented in a drop-down menu for convenience.

5. Gender is a free text field, though Male/Female/Prefer not to say are presented in a drop-down menu for convenience.

7. The Known As field will default to the title plus the last name, but this can be overwritten with any text.

8. If you do not specify ‘reference or ID’, a random ID will be used by our system to identify this client. Some companies do not show this field to users.

9. Advisers and assistants are only able to assign to other advisers in their group. For some users, this will mean they can only assign clients to one user.

10. You must specify an email address if you want to send invitations via email.

Import client information

As an alternative to manually creating a client, there is the option to bulk import client information.

1. From your dashboard/landing page, press ‘clients’ to access the clients table.

2. Press ‘import as csv.

3. Upload the file and then select 'import'.

Adding a custom client data field

This section is intended for company admins. If you are an adviser or an assistant user, you might be looking for the section about creating a client at the beginning of this article or the editing client details section found further down below.

Your users can enter data about your clients into the Oxford Risk system, such as their name, email address, date of birth and more. This information can be used to make the system feel more personal – such as by addressing clients by name in email invitations – and can make it easier for your users to find the client they need.

As a company admin, you can add additional fields for your users, such as an internal reference or account number field. Users will then be able to search for clients using this custom field.

1. From your dashboard, go to the 'your account' menu
2. Choose 'settings' to go to the settings page
3. Choose 'client fields'
4. Enter a name for your new field
5. Decide whether clients should be able to edit this field
   1. If the tick box is ticked, this field will be shown to clients when they are asked to confirm their details during the questionnaires. Not all questionnaires include the details confirmation page.
   2. If the tick box is not ticked, this field will only be visible to advisers and assistants when editing a clients details.
6. If necessary, set this field as the default name for a client. The default name will be displayed on the client page, clients table, responses table, and used to address the client in email invitations.

Disable or hide client fields

This section is intended for company admins. If you are an adviser or an assistant user, you might be looking for the section about creating a client located at the beginning of this article or the editing client details section located further within this article 

Your users can enter data about your clients into the Oxford Risk system, such as their name, email address, date of birth, and more. This information can be used to make the system feel more personal – such as by addressing clients by name in email invitations – and can make it easier for your users to find the client they need.

However, you may wish to limit users to only providing specific information, or even no client information at all. To limit what client information users can provide, you will need to adjust your company's client field settings.

1. From your dashboard, go to the 'your account' menu.
2. Choose 'settings' to go to the settings page.
3. Choose 'client fields'.
4. To hide a field from clients, so that only advisers and assistants can use it, untick the box in the "clients can edit" column.
5. To hide a field from everyone, press the toggle in the "active" column to deactivate the field.
   1. Deactivating one of our standard fields (e.g. last name) hides that field from users, but does not remove any data that users may have entered in the past. To delete previously entered client data, you will need to edit the relevant clients.
   2. Deactivating a custom client field hides that field from users, then gives you the option of deleting all data associated with that field. Deleting the data is irreversible, so think carefully before proceeding!

Once you have disabled the fields you do not want your uses to have access to, you may wish to add one or more custom fields that better reflect your company processes.

Start a profile

Start a profile for an existing client

1. From the dashboard/landing page, press ‘start new profile’.

2. Search for a client using the search field and select them.

3. Pick the instrument you would like to send to the client by selecting it from the list of instruments (in some cases there will be only one instrument).

4. Pick whether to send some or all parts of the instrument by unticking or ticking each part (some instruments only have one part)

5. Choose a method for sending or completing the instrument response

a. Copy link: copies a link to your clipboard, allowing you to open it in a new tab/window, or insert it into your preferred communication channel

b. Send email: sends an invitation email directly to the client (note that the client must have an email address to use this option)

c. Download PDF: generates a PDF version of the instrument, for clients to fill in by hand (not used at all companies). This option is currently disable from the user interface. However you can download a copy here.

d. Quick fill: opens a page with the instrument questions displayed all on one page, which is convenient for users transcribing pen-and-paper responses, completing the survey over the phone or video conference, etc.

Start a profile and create a client at the same time

You can start a new profile without necessarily having to create a client before. Follow the below steps:

1. From the dashboard/landing page, press ‘start new profile’.

2. Enter some information for the new client (e.g. a name or reference) in the search field, then select ‘create new client’.

3. All fields are optional, so you can create an anonymous client by leaving all fields blank and pressing ‘create client’.

4. Enter client details according to the steps in creating a client, then click next.

Start a profile for a client who has part of a questionnaire currently in progress

1. From the dashboard/landing page, press ‘start new profile’.

2. Search for a client who has previously been sent only some parts of an assessment, or who has a response that has not yet been completed.

3. Tick the tick box to continue the existing response, or

4. Untick the box to start another response for the client (e.g. to send a client two different instruments, or to ignore the past response).

Start profiles for multiple clients

Starting profiles for multiple clients is an action normally carried out by company assistants and advisers who are looking to start profiles for multiple clients. If you are a company admin, you may be looking for the Creating a client section located at the beginning of this article.

An alternative to manually creating profiles for each new client is to create profiles in bulk. Here are instructions on how to start profiles for multiple clients:

1. From your dashboard/landing page, press ‘Clients’ to access the clients table

2. Tick the tick boxes on multiple clients to show the multi-action toolbar

3. Press ‘start multiple profiles’ in the multi-action toolbar

4. Pick the instrument you would like to send to these clients (in some cases there will be only one instrument)

5. Pick whether to send some or all parts of the instrument (some instruments only have one part)

6. Choose a method for sending the instrument responses

a. Get CSV: downloads a CSV file of the links to each response, which can be inserted into your preferred communication channel for each client.

b. Send emails: sends an invitation email directly to each client (note that each client must have an email address to use this option).

Sending a client one part of the questionnaire at a time

If you have a client who only needs to do one part of the questionnaire, you can send them just that part and optionally complete the other parts later. For example, you may be looking to:

• Only update a client's risk tolerance, and not their knowledge and experience;
• Send a client the financial personality assessment, but complete the financial circumstances yourself from existing records; or
• Send a client one part today, then another part after a call or meeting.

To send part of the questionnaire, start a profile as you normally do. When selecting what to send to the client, simply untick the box next to each part you don't want to send. In other words, only the ticked parts will get sent to the client.

To send other parts of the questionnaire (or to complete them yourself using quick fill), find the client response on the responses table, then click to open the actions menu. Select "pick what to send", then add one or more outstanding parts of the questionnaire (previously sent parts will be greyed out).

As your client completes each part, the results will be added to the client page and reports.

Important: make sure you add additional parts using the "pick what to send" feature, and not by creating a new profile for the client, because otherwise you will have multiple parts that won't be combined into a single report.

Sending a reminder invitation to a client

If you have started a profile for a client but they haven't yet completed it, you can send them a reminder invitation. A reminder can be helpful for clients who may have forgotten about the original invitation, but they can also be used in rare cases where a client didn't receive the original email.

1. Go to the responses table and search for the client
2. Once you have found the incomplete or in progress response, click the row to open the response actions
3. Select "send to client"

This will open the same pop-up window you saw when first starting the profile, allowing you to pick the same option as before or a different one if you prefer.

• Copy link: copies a link to your clipboard, allowing you to open it in a new tab/window, or insert it into your preferred communication channel.
• Send email: sends an invitation email directly to the client (note that the client must have an email address to use this option).
• Download PDF: generates a PDF version of the instrument, for clients to fill in by hand (not used at all companies).
• Quick fill: opens a page with the instrument questions displayed all on one page, which is convenient for users transcribing pen-and-paper responses, completing the survey over the phone or video conference, etc.

Please note that quick fill may not be available to you if the response is in progress.

Clients list

1. From your dashboard/landing page, press ‘clients’ to access the clients table.

2. Search for a client using the search field.

3. Filter the list of clients by opening the filters menu and selecting one or more filters. Press ‘reset all’ to reset the table.

4. Change the number of clients displayed per page.

5. Toggle between clients assigned to you (not available to all users), assigned to your group (not available to all users), and unassigned clients.

6. Change the sorting rule for the table by clicking a column header.

Viewing a client's page

1. Press ‘view client’ to view the client page for that client

2. Review the client’s latest results, across all instruments.

3. Use the dots at the right to navigate between sections.

4. At the bottom of the client page, add comments to the report.

5. Mark the report as approved (note that only the client’s named adviser can do this.)

6. Check that the review reminder has updated according to the company defaults (two years).

7. If necessary, adjust the review date for the client by selecting the ‘review date’ and picking a new date.

Analysing your clients data

It is currently possible to download all of your clients’ responses and results in a CSV file. But over the next 3 months we are creating a new MIS dashboard which will make it much easier to analyse the data.

Client status

Only adviser users have the permission to mark a client as APPROVED. The APPROVED status is irreversible and the client's response will not be editable on this status. 

Status	Description	Download pdf enabled	Mark as approved button available	Status date
No results to show	client has never completed a response	no	no	no
Questionnaire sent	client questionnaire has been sent but not started	no	no	yes
In Progress	questionnaire has been started but is not complete	no	no	yes
Awaiting Review	questionnaire has been completed	yes	yes	yes
Approved	agreed risk level has been selected	yes	no	yes
	adviser has marked as approved

 

Difference between Update and Edit a client

These are 2 very similar terms yet they are completely different actions in our tool. Please be aware that these 2 actions are only available for advisers and assistant users.

When you 'edit client details' you are changing things like their name, email address, adviser assignment, etc.

When you are 'updating a client profile' you are asking them about their financial personality, circumstances, goals, K&E, etc. 

Update a client's profile

Update a client's profile and Edit response can only be done by advisers and assistants. Admin users do not have user permissions for this.

1. Find a client and press ‘view client’ to access their client page.

2. From the client page, press ‘update profile’.

Editing client's details

1. From your dashboard/landing page, press ‘clients’ to access the clients table.

2. Press the row for the client you wish to edit.

3. Press ‘edit details’ to access the client details view.

4. Edit the client details.

5.Once you've made the changes click UPDATE CLIENT

You can also edit multiple clients at the same time:

1. From your dashboard/landing page, press ‘clients’ to access the clients table.

2. Tick the tick-box next to each client to reveal the multi-action toolbar.

3. Press ‘edit clients’ in the multi-action toolbar

4. Update clients’ statuses and/or adviser assignments

5. Press ‘save’.

Client's history

The clients history will show you all the activity related to an specific client such as previous responses. Here are the steps to access it:

1. From the top menu, select the CLIENTS tab.

2. Search for the client you need. Click on it and press ‘view client’ to view the client page for that client.

3. To see a timeline of past results, press on the 3 dots located next to client name to enable the menu and click History

4. A table will open with the client's previous response. You have the option to Download the Detailed PDF and Summary PDF.

Archive clients

1. From your dashboard/landing page, press ‘clients’ to access the clients table.

2. Press the row for the client you wish to archive to show the client actions.

3. Press ‘edit details’ to access the client details view.

4. Change the status to archived.

5. Press ‘Update Client’.

If you have multiple clients to archive, you can do this on the same Clients table by ticking the tick -box next to each client to reveal the multi-action toolbar and press ‘archive clients’ on the multi-action toolbar.

Deleting Clients

Only Admin users can delete clients. If you are an adviser or an assistant, you can only archive clients. 

Please be aware that you first need to archive a client before following the below steps. 

1. From your dashboard/landing page, press ‘clients’ to access the clients table.
2. Open the filters menu, then change the status filter from live to archived.
3. Find the client or clients you wish to delete.
4. Tick the box next to the client name/ID.
5. Select 'delete clients' from the table menu bar.

Important!

• Deleting a client is irreversible: once you have confirmed the deletion, the client's personal data is gone forever.
• You can only delete clients who have first been archived, so if you can't find the client you're looking for, make sure they are in the list of archived clients.

Reactivate clients

You may sent one of your client to the archive by mistake or simply this is an old client that have come back on you now need the details back on your system. Follow the below steps:

1. From your dashboard/landing page, press ‘clients’ to access the clients table.

2. Open the filters and find the status filter.

3. Filter for clients with archived status.

4. Find the client, then edit their details.

5. Set status to active.

You can also reactivate multiple clients at the same time. Once you've reached step 3, tick the tick-box next to each client to reveal the multi-action toolbar and then press ‘activate clients’ in the multi-action toolbar.