PROBLEM TO SOLVE:
- No online client portal
- New, remote clients with no process to service effectively
- Frequent technology setbacks and no clear plan to integrate tech effectively
- Staff overloaded
- Marketing non-existent
- No effective processes in place
- Stagnant AUM and client growth
- Ineffective IT, Admin staff and bookkeeper
SOLUTIONS RECOMMENDED & IMPLEMENTED by COO:
- CRM: Redtail CRM
- CRM EMAIL: Redtail CRM and Redtail Email Archive integrated via transporting
- APPOINTMENT SCHEDULING: Redtail – Outlook – Time Trade integrated
- PORTFOLIO MANAGEMENT: Black Diamond-Redtail CRM- eMoney integrated
- PFM PLANNING: eMoney with active use of client portal and PFM
- MARKETING TECH: MailChimp – Redtail CRM integration
- OUTSOURCER: IT provider placed on retainer for proactive firewall, spamware, and hosting server offsite
- LEAD COLLECTION: Precise FP – Redtail integrated
- PROCESSES: Web to lead, New lead, New Prospect, New Client
- NEW HIRE: Onboarded and trained new hire
- MARKETING CONTENT: Identified planning-centric commentary to use in new marketing
- TRAINING: Trained all staff on high-adoption use of tech
- STRATEGY: Provided owners with ideas to create a planning-centric experience, message content and delivery
- VOIP: Reliable VOIP system with better fiber internet
- OUTSOURCER: Bookkeeper and Payroll using QuickBooks Online
- BOOKS: QuickBooks Online
RESULT:
- New hire quickly working at maximum productivity
- Senior Planner delegated admin work and provided more proactive planning to current and new clients
- Owners able to change message, add marketing, and mentor new hire
- Less work per client
- Reliable remote access to integrate tech across core software programs
- Started succession planning
- Clear understanding of profitability and P&L
- Offered improved, modern, higher-value client experience
