The Role of Technology in Enhancing Client Service: Tools for Better Communication and Support
At this point, most people are familiar with the term “FinTech” or Financial Technology and its massive presence in our industry. With an expected size of over $500 Billion by 2030, your options in FinTech are broad and deep. It’s all too easy to get what I call “Shiny Object Syndrome” – signing up for something because it looks interesting without a vision for how it will be used effectively. So how do you choose the right technology to add to your process, and more importantly, how do you integrate it into your practice to enhance service to your clients?
Here are a few steps you can take to ensure you pick the right technology and incorporate it into your workflow seamlessly:
Utilize the right Client Relationship Manager (CRM) software for YOU.
CRMs are powerful systems that house all your clients’ data including their financial information, critical client specific notes, and more. You can even integrate 3rd party apps into your CRM for a cohesive workflow. For example, many Stonewood Members utilize Zapier to integrate their Retirement Tax Bill (RTB) Lead Gen link with their CRM for quick action and easy, automated follow-up. When choosing a CRM, be sure to consider not only the features useful to your business immediately, but also the available features you may want to add in the future as your business grows and client service evolves.
Social Media: Consistent, Creative Authenticity is King
The most typical, knee-jerk temptation is to flood social media with what are essentially ads for your practice – but that’s a trap! Instead, make posts about something interesting you learned, a fun client story, or even vacations and training conferences – things that speak to your business, but don’t directly advertise it. Several CRMs have “add-ons” that can schedule social media posts, freeing up your time and energy to meet with more people. This allows you to treat social media not as a billboard, but as a way to have one-on-one interactions, millions of people at a time.
Don’t Reinvent the Wheel
Among the list of reasons your clients choose to work with you, high on that list is their experience working through your client onboarding process. This element of the client's experience is often underrated and is critical to a good start to the relationship. There are few things harder to overcome than a bad first impression. So, when adding new technology, be careful that it doesn’t create any obstacles in the onboarding process. The most ideal enhancements to your process should help you and your team serve your clients better while also minimizing frustration to your clients’ experience.
In the ever-evolving world of FinTech, the key to success lies not in chasing every shiny new tool but in choosing and implementing technology strategically. By selecting the right CRM to streamline your operations, leveraging social media authentically to build meaningful connections, and ensuring your onboarding process remains seamless, you can enhance your practice while delivering exceptional service to your clients. The ultimate goal of integrating technology isn’t just efficiency—it’s about strengthening relationships and providing value in a way that fosters trust and long-term success. By staying focused on what truly matters to your clients and your business, you can navigate the vast world of FinTech with clarity and purpose.
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