Design a fully-integrated digital experience that exceeds your clients' and prospects' expectations.
Our philosophy is clear: digital experiences must amplify the value of your people and services, not replace them. Our process starts with an understanding of your unique client values; incorporates the reality that when it comes to digital experience, you are competing with every experience your client has with every company they interact with; and ends with a fully-integrated, tested and deployed digital experience that your prospects and clients will find exceptional.
Almost every firm can benefit from an expert analysis of its digital client experience. Keeping up with the best vendors, latest innovations and new ways in which a digital platform can help drive revenue and profitability in your organization is a full time job.
The client experience is the touchstone of value wealth management firms deliver. With client expectations rapidly rising, firms need to nimbly and seamlessly pivot their digital client experience between the physical and virtual worlds. But first, they need to figure out where they are and where they are going.
The right insights and guidance can accelerate adoption of your technology and ensure your digital platform is used to its fullest potential, users see the benefits of fully embracing the system and you maximize your Return on Technology Investment.
We recently helped a large RIA focused on the UHNW market that wanted to create its own unique digital client experience from the ground up by building its own custom client portal.
With our extensive experience in digital, we know how digital platform vendors rank in critical categories, their strengths and shortfalls, and what emerging technology is on the horizon. Our support provided this RIA with insightful guidance on the current industry innovations as well as a comparison of the ways similar firms are applying the latest tools within their own practices so that they could make informed decisions on their best course of action.
As a result, the RIA created a truly unique portal providing features and functionality not seen in off the shelf tools. The new digital tools enhanced the client experience to give the firm a competitive edge.
When a mid-sized, rapidly growing RIA found themselves trying to create a connected client portal experience, we stepped in to help. Their goal was to move from multiple disparate portal solutions (clients had to log in to four separate client facing portals) into one unified client facing experience.
Our digital client experience assessment is the start of a firm-wide digital transformation journey. We evaluate the touchpoints within the entire wealth management lifecycle to identify areas of opportunity for growth. For this project, we completed a detailed assessment of their current capabilities, a gap analysis of desired functionality, and then identified what they wanted to improve and compared to vendor solutions that met their needs to recommend a solution.
By understanding their current platform and the opportunities available for optimizing the client experience and the vendor solutions to match, the RIA successfully selected a vendor that could achieve their desired outcomes.
A mid-sized RIA focused on innovation found that they needed a new way to drive adoption of their new digital client portal and they asked us for solutions.
We developed training and communications programs as well as provided guidance on best practices. To find the right match for their users, we evaluated potential digital adoption tools, video options and knowledge base solutions. Finally, we defined metrics to measure their success and showed them how to use the data to drive adoption and results.
With a focus on the client experience as an extension of the in-person experience with the advisor, the RIA increased adoption and exceeded their clients’ digital expectations which strengthened their advisor-client relationships.