Wr circle bap focus groups 5-minute qa 23-may-2019 smc ts (v2)
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The document outlines an agenda for focus group sessions with Waddell & Reed advisors to discuss key client onboarding and servicing processes. The goal is to understand current practices in order to design new solutions that meet objectives. Specific topics include prospecting, application processes, managing clients not in good order, and client maintenance. Feedback will help configure functionality and usability of new solutions to efficiently and effectively support advisors and their teams. The optimal audience includes advisors of varying experience levels and roles, and an informal small table discussion format is proposed.
Wr circle bap focus groups 5-minute qa 23-may-2019 smc ts (v2)
- 1. Waddell & Reed Top Advisor Meetings – BAP Focus Group Sessions (5-Minute Discussion) June 6 – 8, 2019 DISCUSSION AGENDA – 5 MINUTES: 1. Review High-Level Background, and Context for Focus Group: ● 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 2. Discuss the Prospecting Process: a. Do you use a CRM to help with the process, which one? b. Would it be helpful to have data in your CRM carried over to the application/paperwork packet? 3. Discuss the Application/Paperwork (Onboarding) Process: a. 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? 4. Discuss the NIGO Process: a. How would your process look if all your NIGOs were managed through an electronic dashboard? 5. Discuss the Client Maintenance Process: a. If you were able to use an electronic system to enter all client maintenance requests, how would this change your process? 6. Summary / Wrap-Up (Last minute): a. Anything else you would want to add? TARGET AUDIENCES: Optimal audience for the discussion agenda would include a cross-section of the following types of Advisors, and support teams: 1
- 2. • 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 2