{"id":4388474,"date":"2024-08-19T20:32:05","date_gmt":"2024-08-19T18:32:05","guid":{"rendered":"https:\/\/www.deptagency.com\/case\/faster-more-reliable-partner-support\/"},"modified":"2025-12-08T10:55:50","modified_gmt":"2025-12-08T08:55:50","slug":"faster-more-reliable-partner-support","status":"publish","type":"case","link":"https:\/\/www.deptagency.com\/en-in\/case\/faster-more-reliable-partner-support\/","title":{"rendered":"Faster, more reliable partner support"},"content":{"rendered":"
\n\tSt. James’s Place<\/h1>Faster, more reliable partner support<\/p><\/div>\n\n\n\t\n\t\t\t\t\t\n\t\t\t\n\t<\/div>\n\n
\n\t\t\t
\n\t\t\t\n\t\t\t\t(  Services  )\n\t\t\t<\/p>\n\n\t\t\t\n\t\t\t\t\t\t\t\t\t
  • \n\t\t\t\t\t\tTech & Data\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t<\/ul>\n\t\t<\/div>\n\t\n\t<\/span><\/span>St. James\u2019s Place (SJP) is a leading financial services company in the UK that offers one-to-one wealth management services, retirement planning, investment solutions, and more, serving more than 980,000* clients. With nearly 5,000 financial advisers* in the SJP Partnership, it\u2019s one of the UK’s largest networks of accredited financial advisers.\u00a0<\/p>SJP previously worked with DEPT\u00ae to create a digital ecosystem that could scale with the organisation\u2019s growth and enhance SJP\u2019s capabilities to communicate with and support its financial advisers digitally. Recently, St. James\u2019s Place and DEPT\u00ae worked together to improve operational efficiencies related to the vast network of Partner websites.\u00a0<\/p><\/div>\n\n\n\t\n\t\t\t\t\t\n\t\t\t\n\t<\/div>\n\n\n\tBuilding on digital transformation\u00a0<\/p>\n\tSJP Partner Practices include a variety of large financial advice providers, small businesses and family-run firms, and sole traders located all around the UK. These companies are independently run, but as part of the St. James\u2019s Place Partnership, SJP provides support in all aspects of their business, from obtaining their qualifications to technical support to navigating a business exit.\u00a0

    Partner firms align themselves with SJP corporate guidelines for communication and service standards. To make it easier for both Partners and SJP to maintain compliance with branding, content, and messaging, DEPT\u00ae developed an enterprise-scale content management solution that includes a white-label option to enable a centralised team to build and manage sites for over 2,500 financial advisers.\u00a0

    The solution has not only helped accelerate Partner firms\u2019 online presence, it helps to ensure they meet industry compliance and security standards and enables SJP and Partners to track site performance and visitor behavior.\u00a0

    As with any digital transformation, however, St. James\u2019s Place and DEPT\u00ae saw additional opportunities to improve and evolve operational processes. The SJP Partner websites and marketing support teams were fielding hundreds of support tickets from Partners that required website updates, and the case backlog was beginning to grow.

    St. James\u2019s Place set its target benchmark for DEPT\u00ae to reduce working unit times by 30%, with the goal of improving operational efficiencies, providing more value to SJP Partners, and increasing internal team morale and retention while continuing to meet compliance requirements.\u00a0<\/p><\/div>\n\t\n\t<\/div>\n\n\n\t\n\t\t\t\t\t\n\t\t\t\n\tTargeting operational efficiency and value for Partners<\/p>\n\tSt. James\u2019s Place identified five areas where DEPT\u00ae could take action that would contribute to time savings:

    – Publishing improvements
    – Enhanced functionality within the templated website
    – Automation for standard processes\u00a0
    – Reduce content entry duplication
    – Improved reporting\u00a0

    Next, DEPT\u00ae and St. James\u2019s Place collaborated to define business goals and develop the roadmap, collecting data to understand the average time spent on each case type.\u00a0\u2028\u2028

    Ready to monitor and evaluate the results, DEPT\u00ae undertook 113 different case types\/actions.\u00a0 32 primary development tickets were raised and completed, and we released 11 development sprints from January to November 2023.\u2028\u2028

    Post-development, the average unit time per case type was updated and reevaluated with consideration given to team experience and skill, as well as changes to processes and efficiencies. St. James\u2019s Place calculated the unit time saving per case type and used total reduction in hours to determine results.\u00a0<\/p><\/div><\/div>\n\n\n\t\n\t\t\t\t\t\n\t\t\t\n\t<\/div>\n\n\n\t\n\t\t\t\t\t\n\t\t\t\n\tStreamlining support and saving time for an enhanced Partner experience<\/p>\n\tBy reducing the amount of time needed to address support cases, SJP reduced the number of cases and met their target benchmark to reduce working unit times by 30.4%.\u2028\u2028For example, some of the improvements made to make processes more efficient and intuitive include:

    – Improved caching and reduced caching times, allowing straight-through case processing\u00a0
    – \u201cPublish all\u201d functionality enables one-time publishing for multiple partner sites
    – Better troubleshooting and the ability to more clearly identify system issues

    Not only can SJP Partners now rely on improved service delivery for their support tickets, the SJP team can process a higher volume of cases without needing to add additional team resources. In addition, the reduction in unit times has allowed more cross-team collaboration and flexibility between St. James\u2019s Place Partner Websites and Marketing Support.\u00a0\u2028\u2028Altogether, these development updates have enabled St. James\u2019s Place to\u00a0provide even better service\u00a0to its Partners, improve the SJP Partner journey, and boost the morale of internal team members.\u2028\u2028 *Data correct as of 30 June 2024\u00a0<\/p><\/div><\/div>\n\n
    \n\t\u201c<\/span>\n\t<\/span><\/span>Working with DEPT\u00ae, we\u2019ve been able to improve the website offering to our Partnership, as well as reduce the unit times for changes to the websites. This has resulted in an increase in morale within the SJP Partner website team and with our financial advisers<\/em><\/p>\t
    \n\t\u201d<\/span>\n\n\tGemma Thomas \u2013 Head of Digital Marketing Platforms at St. James\u2019s Place<\/p><\/blockquote>","protected":false},"excerpt":{"rendered":"","protected":false},"author":94,"featured_media":4388475,"template":"","meta":{"_acf_changed":false,"es_utils_meta_schema":"","member_job_title":"","member_linkedin_url":"","dept_alt_featured_image":[],"dept_algolia_noindex":false,"dept_algolia_featured":false,"dept_accent_color":"#1027EF","dept_next_case_accent_color":"","dept_case_video":{"type":"local"},"footnotes":""},"client":[1042],"case-category":[42927],"award":[],"person":[236],"case-industry":[42941],"class_list":["post-4388474","case","type-case","status-publish","has-post-thumbnail","hentry"],"acf":{"dept_is_3q_page":false,"dept_current_cpt_partner":""},"yoast_head":"\nFeatured work: Digital support for financial advisers - St. James Place<\/title>\n<meta name=\"description\" content=\"Learn how DEPT\u00ae and financial services provider St. James\u2019s Place increased productivity to improve SJP\u2019s Partner journey and experience.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.deptagency.com\/en-in\/case\/faster-more-reliable-partner-support\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Featured work: Digital support for financial advisers - St. James Place\" \/>\n<meta property=\"og:description\" content=\"Learn how DEPT\u00ae and financial services provider St. James\u2019s Place increased productivity to improve SJP\u2019s Partner journey and experience.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.deptagency.com\/en-in\/case\/faster-more-reliable-partner-support\/\" \/>\n<meta property=\"og:site_name\" content=\"DEPT\u00ae\" \/>\n<meta property=\"article:modified_time\" content=\"2025-12-08T08:55:50+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.deptagency.com\/wp-content\/uploads\/2024\/08\/retirement-concept.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1213\" \/>\n\t<meta property=\"og:image:height\" content=\"1652\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.deptagency.com\\\/en-in\\\/case\\\/faster-more-reliable-partner-support\\\/\",\"url\":\"https:\\\/\\\/www.deptagency.com\\\/en-in\\\/case\\\/faster-more-reliable-partner-support\\\/\",\"name\":\"Featured work: Digital support for financial advisers - St. James Place\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.deptagency.com\\\/en-uki\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.deptagency.com\\\/en-in\\\/case\\\/faster-more-reliable-partner-support\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.deptagency.com\\\/en-in\\\/case\\\/faster-more-reliable-partner-support\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.deptagency.com\\\/wp-content\\\/uploads\\\/2024\\\/08\\\/retirement-concept.jpg\",\"datePublished\":\"2024-08-19T18:32:05+00:00\",\"dateModified\":\"2025-12-08T08:55:50+00:00\",\"description\":\"Learn how DEPT\u00ae and financial services provider St. James\u2019s Place increased productivity to improve SJP\u2019s Partner journey and experience.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.deptagency.com\\\/en-in\\\/case\\\/faster-more-reliable-partner-support\\\/#breadcrumb\"},\"inLanguage\":\"en-in\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.deptagency.com\\\/en-in\\\/case\\\/faster-more-reliable-partner-support\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-in\",\"@id\":\"https:\\\/\\\/www.deptagency.com\\\/en-in\\\/case\\\/faster-more-reliable-partner-support\\\/#primaryimage\",\"url\":\"https:\\\/\\\/www.deptagency.com\\\/wp-content\\\/uploads\\\/2024\\\/08\\\/retirement-concept.jpg\",\"contentUrl\":\"https:\\\/\\\/www.deptagency.com\\\/wp-content\\\/uploads\\\/2024\\\/08\\\/retirement-concept.jpg\",\"width\":1213,\"height\":1652},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.deptagency.com\\\/en-in\\\/case\\\/faster-more-reliable-partner-support\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/www.deptagency.com\\\/en-in\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Faster, more reliable partner support\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.deptagency.com\\\/en-uki\\\/#website\",\"url\":\"https:\\\/\\\/www.deptagency.com\\\/en-uki\\\/\",\"name\":\"DEPT\u00ae\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.deptagency.com\\\/en-uki\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-in\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Featured work: Digital support for financial advisers - St. James Place","description":"Learn how DEPT\u00ae and financial services provider St. James\u2019s Place increased productivity to improve SJP\u2019s Partner journey and experience.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.deptagency.com\/en-in\/case\/faster-more-reliable-partner-support\/","og_locale":"en_US","og_type":"article","og_title":"Featured work: Digital support for financial advisers - St. James Place","og_description":"Learn how DEPT\u00ae and financial services provider St. James\u2019s Place increased productivity to improve SJP\u2019s Partner journey and experience.","og_url":"https:\/\/www.deptagency.com\/en-in\/case\/faster-more-reliable-partner-support\/","og_site_name":"DEPT\u00ae","article_modified_time":"2025-12-08T08:55:50+00:00","og_image":[{"width":1213,"height":1652,"url":"https:\/\/www.deptagency.com\/wp-content\/uploads\/2024\/08\/retirement-concept.jpg","type":"image\/jpeg"}],"twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"5 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.deptagency.com\/en-in\/case\/faster-more-reliable-partner-support\/","url":"https:\/\/www.deptagency.com\/en-in\/case\/faster-more-reliable-partner-support\/","name":"Featured work: Digital support for financial advisers - St. James Place","isPartOf":{"@id":"https:\/\/www.deptagency.com\/en-uki\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.deptagency.com\/en-in\/case\/faster-more-reliable-partner-support\/#primaryimage"},"image":{"@id":"https:\/\/www.deptagency.com\/en-in\/case\/faster-more-reliable-partner-support\/#primaryimage"},"thumbnailUrl":"https:\/\/www.deptagency.com\/wp-content\/uploads\/2024\/08\/retirement-concept.jpg","datePublished":"2024-08-19T18:32:05+00:00","dateModified":"2025-12-08T08:55:50+00:00","description":"Learn how DEPT\u00ae and financial services provider St. James\u2019s Place increased productivity to improve SJP\u2019s Partner journey and experience.","breadcrumb":{"@id":"https:\/\/www.deptagency.com\/en-in\/case\/faster-more-reliable-partner-support\/#breadcrumb"},"inLanguage":"en-in","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.deptagency.com\/en-in\/case\/faster-more-reliable-partner-support\/"]}]},{"@type":"ImageObject","inLanguage":"en-in","@id":"https:\/\/www.deptagency.com\/en-in\/case\/faster-more-reliable-partner-support\/#primaryimage","url":"https:\/\/www.deptagency.com\/wp-content\/uploads\/2024\/08\/retirement-concept.jpg","contentUrl":"https:\/\/www.deptagency.com\/wp-content\/uploads\/2024\/08\/retirement-concept.jpg","width":1213,"height":1652},{"@type":"BreadcrumbList","@id":"https:\/\/www.deptagency.com\/en-in\/case\/faster-more-reliable-partner-support\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.deptagency.com\/en-in\/"},{"@type":"ListItem","position":2,"name":"Faster, more reliable partner support"}]},{"@type":"WebSite","@id":"https:\/\/www.deptagency.com\/en-uki\/#website","url":"https:\/\/www.deptagency.com\/en-uki\/","name":"DEPT\u00ae","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.deptagency.com\/en-uki\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-in"}]}},"listingData":{"imageUrl":"https:\/\/www.deptagency.com\/wp-content\/uploads\/2024\/08\/retirement-concept.jpg","imageAlt":"","caseVideo":{"type":"local"},"url":"https:\/\/www.deptagency.com\/en-in\/case\/faster-more-reliable-partner-support\/","hoverColor":"#1027EF","hoverText":"Faster, more reliable partner support","label":"St. James's Place","tags":["Tech & Data","Banking, Financial Services & Insurance"]},"_links":{"self":[{"href":"https:\/\/www.deptagency.com\/en-in\/wp-json\/wp\/v2\/case\/4388474","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.deptagency.com\/en-in\/wp-json\/wp\/v2\/case"}],"about":[{"href":"https:\/\/www.deptagency.com\/en-in\/wp-json\/wp\/v2\/types\/case"}],"author":[{"embeddable":true,"href":"https:\/\/www.deptagency.com\/en-in\/wp-json\/wp\/v2\/users\/94"}],"version-history":[{"count":1,"href":"https:\/\/www.deptagency.com\/en-in\/wp-json\/wp\/v2\/case\/4388474\/revisions"}],"predecessor-version":[{"id":4388476,"href":"https:\/\/www.deptagency.com\/en-in\/wp-json\/wp\/v2\/case\/4388474\/revisions\/4388476"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.deptagency.com\/en-in\/wp-json\/wp\/v2\/media\/4388475"}],"wp:attachment":[{"href":"https:\/\/www.deptagency.com\/en-in\/wp-json\/wp\/v2\/media?parent=4388474"}],"wp:term":[{"taxonomy":"client","embeddable":true,"href":"https:\/\/www.deptagency.com\/en-in\/wp-json\/wp\/v2\/client?post=4388474"},{"taxonomy":"case-category","embeddable":true,"href":"https:\/\/www.deptagency.com\/en-in\/wp-json\/wp\/v2\/case-category?post=4388474"},{"taxonomy":"award","embeddable":true,"href":"https:\/\/www.deptagency.com\/en-in\/wp-json\/wp\/v2\/award?post=4388474"},{"taxonomy":"person","embeddable":true,"href":"https:\/\/www.deptagency.com\/en-in\/wp-json\/wp\/v2\/person?post=4388474"},{"taxonomy":"case-industry","embeddable":true,"href":"https:\/\/www.deptagency.com\/en-in\/wp-json\/wp\/v2\/case-industry?post=4388474"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}