This week, we’re delighted to feature a first-person perspective on the benefits on onboarding automation from our VP of Product Development & Chief Technology Officer, Adam Zimmer:
Firms often approach me to ask how they can automate (more) of the client onboarding process. In some cases firms have been reluctant to embark upon any automation of the process as they are worried about technology adoption rates. In other cases firms have a first generation automated onboarding process but they are still getting too many manual applications as their staff members prefer not to use the first generation system, finding it clunky and complicated.
In both cases, the key to getting advisors to adopt and consistently use new onboarding technology is the same. You need to know who your advisors are and what they need, and show them how onboarding automation can make their day to day lives easier. Of course doing this means recognizing the diverse nature of your advisor population, and the different ways they open accounts.
For simplicity’s sake, I think about three different advisor “use cases” and the value they can derive from onboarding software when I discuss onboarding. Here they are:
Case I: New Advisor
This advisor typically will not have an assistant so will be doing most of the paperwork him or herself. However younger advisors are generally comfortable with technology. They are also often out visiting clients so they are very concerned about mobility (e.g. tablet support) and avoiding unnecessary client visits to correct forms. These advisors will be the early adopters of the onboarding solution as it saves them time personally. One advisor once told me our onboarding solution might just save his marriage. Previously, he had needed to make two visits to each customer: once to fill in the forms, once to fill in the forms that were incorrect or had missing data. Using our system he was able to cut onboarding down to one visit which freed up two weeknights that he could spend with his family.
Case II: Advisor and Team
The advisor with a team typically has a larger book of business and one or more assistants to support him or her. Customers will come into this advisor’s office to sign up for new accounts. However they will most likely work with the assistant to open the accounts. The advisor’s assistant is the primary user of the system. Typically we find that assistant and advisor are both very excited about being able to reduce error rates with onboarding software, as it reduces their administrative workload. Office-based advisory teams also really appreciate the ability to save an account in progress, for instance if a customer has forgotten a key piece of identification and wants to return at a later date without starting the account opening process from scratch. Collaborative account opening also is attractive to these advisory teams. In this approach to client onboarding, the assistant can start the onboarding process at the office and then provide the customer with a user id and password and send them an email link to complete the application from home.
Case III: High Producer
This advisor typically is focussed on securing high net worth accounts, and does so at the client’s home or place of business. The advisor will have an assistant prepare the paperwork in advance then print out the forms to complete at the customer site should the customer prefer paper forms. Once completed the forms will be scanned in and recognized by bar code. The assistant will in turn transcribe the information from the forms which are now stored as images in the system. Even when this advisor uses paper forms, he or she benefits from onboarding technology, as it makes preparing the paperwork a breeze, and confirms that the assistant has filled in all mandatory fields when transcribing the data, reducing error rates.
As you can see, onboarding software can increase the efficiency of a variety of different advisor types, as it reduces administrative burdens on the advisor and their support team. The key to driving the adoption of your onboarding software is let your advisors know you understand how they work, and you’ve chosen software that will offer them real improvements in efficiency. The improvements have to be visible not just to operations but also to front office staff including the advisor and their support team.
Advisor time is an especially precious (and expensive) resource. If advisors can spend less time on paperwork they can spend more time selling and managing client portfolios. And if you can show your advisors that your onboarding solution can meet their specific needs, and increase their revenue by getting assets faster and increasing referrals, then you’ll find you have no trouble getting them to adopt your new onboarding technology.
Doxim’s flexible, configurable Client Onboarding solution might be just what you need to keep your advisors happy and productive. Give us a call if you have any questions about how it could work for your firm.
Adam Zimmer, VP of Product Development & CTO
Publish Date: July 7, 2016 5:00 AM
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.
|2.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.
|9.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
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