Wr circle bap focus groups 30-minute qa 23-may-2019 smc ts (v3)
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The document outlines an agenda for focus group discussions with top advisors to gather feedback on improving processes for prospecting, onboarding clients, managing cases not initiated or completed (NIGOs), client maintenance, and communication. The goal is to better configure new solutions based on how advisors and their teams currently perform key tasks in order to make the solutions more efficient and effective. Advisors of varying experience levels and roles will be asked questions about their current workflows and any issues, as well as how new electronic systems could impact their processes and what support they would need. Feedback from the discussions will inform the design, implementation, and support of new solutions.
Wr circle bap focus groups 30-minute qa 23-may-2019 smc ts (v3)
- 1. Waddell & Reed Top Advisor Meetings – BAP Focus Group Sessions (30-Minute Discussion) June 6 – 8, 2019 DISCUSSION AGENDA – 30 MINUTES: 1. Review High-Level Background, and Context for Focus Group: ● High-level review of BAP objectives ● Goal of this focus group is to better understand how key processes related to onboarding, and servicing of clients are performed today in order to better position our new solutions to meet the BAP objectives ● Feedback will be used to help configure the new solutions from a functionality, and usability perspective in order to help the solutions be both efficient and effective for Advisors, and their support teams ● While there is no guarantee the things that all items discussed will be included in the final solution, feedback will be a critical input to solution design, implementation, and support ● We’re looking for your point-of-view based upon your position, and anyone that support you in the process 2. Discuss the Prospecting Process: a. How is Prospecting done today at a very high level? b. How do you use your CRM? c. Would it be helpful to have data in your CRM carried over to the application/paperwork packet? d. Anything else? 3. Discuss the Application/Paperwork (Onboarding) Process: a. How do you collect data for application, and/or forms packets today? b. Do you use eSign today, why or why not? c. Any issues you’ve encountered in the past that has kept you from wanting to use an electronic system? d. What is the best way to be guided through the account opening process? Pop-ups? User guides? e. If you have an Assistant, how does he/she help you prepare for an appointment? f. If you were able to use a fully electronic questionnaire that would allow you to enter all information for a packet while sitting with a prospect, or client, how would this change your processes? g. What would you see as the benefits, or drawbacks of this electronic process? h. What about this process would make you want to use it every time, over the process used today? 1
- 2. i. Anything else? 4. Discuss the NIGO Process: a. How do you manage your NIGOs today? b. How would your process look if all your NIGOs were managed through an electronic dashboard? c. Anything else? 5. Discuss the Client Maintenance Process: a. How do you perform client maintenance today? b. If you were able to use an electronic system to enter all client maintenance requests, how would this change your process? c. What about this process would make you want to use it every time, over the process used today? d. Anything else? 6. Discuss the Case Management Process: a. How do you manage your open cases today? b. What type of information is important to you when reviewing your cases? c. Anything else? 7. Discuss Communication, Training, and Implementation: a. How does your office react to change? b. What is the most effective way to communicate upcoming changes with your office and what type of assistance would you need? c. When you change IT systems, how do you and your team learn best? 8. Discuss Post Implementation Support (Change Management): a. What is the best way to support you with a new system after its implemented? b. Any other suggestions to ensure you have the information you need to feel comfortable using a new system? 9. Summary / Wrap-Up (Last few minutes): a. We’ve discussed a number of solutions today, what else comes to mind when we discuss your onboarding, or maintenance process (pain points, issues, challenges, etc.)? b. Anything else you would want to add? TARGET AUDIENCES: 2
- 3. Optimal audience for the discussion agenda would include a cross-section of the following types of Advisors, and support teams: • 1st year • 3-5 year • 10+ year • Top Advisors • Solo, Silo, Ensemble • Assistants • Working across products MEETING STRUCTURE: Optimal structure for discussion to occur would: • Small, and informal set of table and chairs (4 – 6) • Near the main event floor, but not in a high-traffic area • Able to either record discussions, or have someone taking notes 3