making the shift to wealth management crm
TRANSCRIPT
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
11:00AM PT / 2:00PM ET
PC Audio Broadcast is Available
Conference Call: 1-877-668-4493
Meeting Number: 662 482 990
Event Number : 662 482 990PC Audio is Available
OR Call-In Number: 1-877-668-4493
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
Today Agenda
• The promise v. reality of CRM• The SHIFT to industry specific CRM • 5 Reasons to Make the SHIFT • Demo: Maximizer Wealth Management Solution• Questions and Discussion
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
Today’s Speaker
John Easton Strategic Accounts – Wealth Management
John has been focused on CRM technology for 15+ years, specializing in product management and developing strategic relationships at Maximizer Software.
With a background in technology and Economics, John possesses a unique perspective on tech and the market drivers that turn products into innovative and lasting solutions.
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
The Promise of CRM • Increased revenue • Scale growth • Improved service• Increased practice value• Effective delegation• Increased efficiency
The CRM Promise: Build and Manage Relationships
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
The CRM Reality for Advisors• Lack of time to manage and implement• Limited technical expertise • Potential a high upfront costs• No clear ROI• Fear of the unknown
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
A Changing Landscape• Information overload• Increasing expectation for levels of service• Complex and shifting regulations for compliance• Expanding competition and options for clientele
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
Where to begin?
What should you be asking of your CRM technology?
What can I adapt or change to meet my business goals?
How can a WME specific solution help?
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
Dangers of Limited Profile
• Lower level of client satisfaction • Treated like number 028030-3
• Incomplete history of all client interactions
• Inability to segment clients to manage service levels and find revenue opp.
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
Client Profiles 4 Core Areas of a Client Profile:• Demographics— Age, gender, employment status, relationship
status, family position, corporate position
• Compliance – Risk tolerance, investor acumen, objectives
• Goodwill - Record what’s really important to the client or prospect. Data that you will want to record is family members, charities supported, religious preference.
• Financial Objectives- The minimum data set here would be a place to record and easily retrieve information on financial profile, history and investments
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
Focus on the ‘C’ in KYC • Intuitive data capture to eliminate administration
• Easy to change and adapt• What data is required today versus next year?
• Foundation of ‘real’ client engagement
• Make KYC data work for you• Segment data to prioritize client management
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
Create a ‘One View’ World• One view of client history
• Notes, calls, emails and client profile
• Shared view of core client information• Key details NOT all information
• Delegation of tasks and activities• Shared calendar of team schedule
Goal: Visibility + Collaboration
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
Why is technology crucial?
• Preserve the practices' business value to enable retirement
• Ability to recruit and train new talent are important to continuity planning
• Vital that advisers have the right technology in place to support the future of their businesses
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
Evaluating Book Value
• How would you articulate the value of your business?
• How would a potential buyer/partner clearly see this value?
• Well managed CRM versus Ad-Hoc process
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
Expectations for ‘Unique’ Service
• Do you have the ability to segment clients by service level? • All information available? At any time?
• Customized service plans based on demographics? • Millennial versus Boomers Versus New Clients
• Ability to customize communication• Best mix of phone, email, text?
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
Monitoring Metrics • Measure
• Personal performance targets versus firm targets• Performance to revenue goal• New customer acquisition • Volume of potential client pipeline
• Monitor • Dashboard of top client• Group performance to revenue target • Performance versus YoY or historical expectations • Client service levels
Goal: Business performance forecasting
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
Process Overload• How much of your day-to-day process is
repeatable? • Trade Recommendation, Prospect Meeting
• Identify repeatable process • Map a flow of tasks for recurring events• Create shared ‘Action Plans’ with all
stakeholders
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
Process Overload
• Develop a repeatable workflow within CRM• Shared responsibility for process• Identify ‘special/difficult’ clients for special
treatment• Look for opportunities to delight clients
Goal: Save Time + Delight Clients
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
Action Plan: Client Meeting
IA to complete
and return NCAF/KYC for fastapp
forms.
Assistant completes and prints fastapp.
Client/IA sign wet fastapp
Void Cheque
Received DL Copy
Received
FastApp Docs
dated and signed
Docs upload
onto fastapp.
Email Mandator
y Client Package
Update CRM
Client profile
notes and meeting
follow up task
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
DEMO
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
Case Study
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
Investment Advisor Team
Investment Advisor
Administration Assistant
Associate, Portfolio Solutions
Investment Advisor
Administration Assistant
Associate, Portfolio Solutions
Regional Office
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
Business Goals• Existing Clients
• Provide the highest level of service to existing clients• Expand the depth of service offerings provided
• New Clients• Efficiently process new account openings • Repeatable, highly efficient new client process
• Potential Clients• Identify and manage pipeline of new potential clients• Effectively communicate and develop a client profile
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
The Business Challenge• Time Management
• Internal Information Management• External Information Management
• Developing a Financial Snapshot• Integrated technologies built around a CRM so that an
advisor can see a 360 degree view of their client
• Managing Compliance• Using CRM to maintain critical compliance trail
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
The Solution• Developing a process for all stages
• Simplified and repeatable client process
• “Action Plans” for each stage• KYC Review • Client onboarding process
• Daily Action Plan• Hotlist tasks, alerts and follow up activity• Manage and delegate across team• Segment by prospects and customers
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
Case Study Results• Efficiency in Process
• Creation of repeatable business process in the CRM
• Value of complete information• Increased discipline within meeting notes• Bigger picture of unique client needs
• Automation to save time• Transactions you need to avoid
• Lower costs of staff per client • Easiest process to follow Ex: Quarterly Reviews
• Ensuring a consistent client experience
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
Action Plan: Client Meeting
IA to complete
and return NCAF/KYC for fastapp
forms.
Assistant completes and prints fastapp.
Client/IA sign wet fastapp
Void Cheque
Received DL Copy
Received
FastApp Docs
dated and signed
Docs upload
onto fastapp.
Email Mandator
y Client Package
Update Max
Client profile
notes and meeting
follow up task
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
Visit: maximizer.com/wealth
Request Demo: [email protected]
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM
© 2014 Maximizer Software Inc. WWW.MAXIMIZER.COM