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Keystone Financial Management

Keystone Financial Management. A John Hancock Member Firm Nick Wynne Marketing Director. Keystone Financial Management. 5 Branch Offices in Eastern PA 50+ Associates Servicing over 80,000 contacts Clients (has assigned associate)

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Keystone Financial Management

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  1. Keystone Financial Management A John Hancock Member Firm Nick Wynne Marketing Director

  2. Keystone Financial Management • 5 Branch Offices in Eastern PA • 50+ Associates • Servicing over 80,000 contacts • Clients (has assigned associate) • Orphans (JH policy holder without assigned servicing associate) *No Centralized, Uniform tracking system that brought all contact management together.

  3. No Uniform Contact Management? • Problems • Clients being contacted and marketed to as orphans • Incoming leads not being tracked by firm • Misclassification of client vs. orphan from JH • Firm was far too reliant on associates to follow proper practices within their own system *Again, not centralized. Little Accountability

  4. Solution? • EZ-Data and Smart Office is now, and looks to be the answer to all these issues. 1. Contact Management 2.Compliance 3. Succession Planning 4. Recruiting 5. Policy Tracking • Rolling out the system in steps across the entire firm. • Too much is confusing, difficult to train, leads to Internet Intimidation

  5. Rollout Process • A data import of all existing records of any KFM policy holders • Clean-up of data, training of key people, user management system developed • Security measures and control at comfortable level • Sept. ’06- roll out to a group of 9 pilot users • Training, pros vs. cons, modules evaluations, realization of order of operations *Feb. ’07- roll out to all associates on a mandatory basis to utilize contact management. 52 Users Enabled.

  6. John Hancock’s Goal • Have KFM pilot the initial project to determine effectiveness • Determine module use • Determine producer hurdles and goals • Determine firm hurdles and goals • Determine Possibilities for: • Contact Management • Compliance • Succession Planning • Recruiting

  7. KFM Firm Level Initiatives Using Smart Office • Track leads (orphans or outside) • Create proper habits in the manor of communication and service to our contacts • Turn our “Customers” into “Clients” & “Advocates” • Create a hierarchy of security within the system to allow sales managers and teams to work easily together • Accountability and Tracking • Succession planning- very simple for senior associates to carve out portions of the BOB’s, working with a junior associate on contact management, tracking activity and corresponding results • Compliance- smart pads replace contact logs • Also, tech-savvy associates have begun scanning all documents to become nearly 100% paperless

  8. KFM Firm Level Initiative Using Smart Office (Cont.) • Retired/Terminated associates’ BOB’s can be easily contacted and reassigned • Marketing becomes centralized • Letter library • Recruiting • We now have a manageable system to generate leads for new recruits • We now also have a much clearer vision of succession, leading to vast opportunities for successful junior associates

  9. Tracking Leads/Contact Management • Allows exclusive assignment to JH generated orphan leads- Much less chaos! • Allows sales managers to closely track sales teams’ activity- through, proxy, smart pads, and calendars • Allows management to closely track sales managers • Ease of ACCOUNTABILITY has become amazing! • Within the firm generated lead programs, random smart pad checks to determine proper contact and use of Smart Office

  10. Proactive Marketing Realized • Now that the data has been quantified, cross-sell possibilities are endless • Direct mailing campaigns leveraged by firm are easily tracked • Client Appreciation Events • Importing prospecting lists • Marketing campaigns/mass communication easily tracked

  11. Producer Pros • Compliance issues cut down • Hard Copy client logs- basically gone • Assignment and contact issues with clients, orphans, and prospects- basically gone • Ease of Succession and joint work with junior associates • Allows for customized classification and knowledge of their BOB

  12. Producer Cons? • Cost- upon realization of the system capabilities and time saved… nearly vanished • Internet Intimidation- provide on-site visits to branch offices, web-cast training seminars between offices, terrific “Help-Desk” available during most business hours • No Time- some campaigns can be leverage at a firm level for a minor cost to associates. Promise of time being saved, upon investing the initial time to learn

  13. In Conclusion • We have just begun to scratch the surface on the capabilities of Smart Office being utilized within KFM • Endless possibilities realized • Step by step we will implement • Great thanks to EZ-Data, the entire support/training staff from not only myself, but also all the current users • Amazing Feedback!

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