Using Customer Relationship Management and Onboarding Solutions to Improve the Customer Experience
31 January 2018
Customer Relationship Management and automated Onboarding solutions are key technologies that can be used to enhance the client relationship and make life easier for advisors. This whitepaper explores the differences and benefits of each technology, explains how and when to use each, and demonstrates how the two can work together for the benefit of end investors.
Today’s financial services environment is growing more complex, more competitive, and more technologically advanced. Industry rules and regulations, along with competitive pressures and the need to attract new advisors, force firms to look for new solutions to give them an edge. One key area that firms focus on is the client relationship experience. This starts from the time you first recognize a prospect and carries through the life of their relationship with your firm. You need solutions to help manage the various components of the client experience: contact information, contact activity, onboarding process and engagement with the firm, and continuing to monitor life events and stay in sync with their growing needs.
Effective firms look to technology to help manage this massive set of requirements and challenges. But a common mistake is to try and find one solution that can manage it all. This whitepaper will explore two of the most common solutions that are often considered to meet the challenge – Customer Relationship Management (CRM) solutions and New Account Opening (NAO) / Client Onboarding solutions. The goal is to identify the key benefits of each, recognize where there may be overlap, identify some of the key differences, and ultimately show how the two could (and should) work together to provide the most robust and effective solution.