Case Study – Glenn Browne Head of Advice
We commenced this process with a few key business objectives, namely to drive efficiency within our Advice teams and gain consistency in our Advice rocess, leading to improved member experience. Both of these were achieved in spades, but it was the follow on benefits of practitioner satisfaction and retention; increase in ongoing service clients and overall cost to serve reductions that made this really impactful.
1- Where was your business at the start of this process? What issues or untapped opportunities were you facing across the business or with Advisers in particular?
Prior to commencement with Performance Advisory Group, our business unit was under developed in a number of key areas-including, but not limited to: Adviser soft-skills; member engagement and experience; leadership coaching and development; and broader organisational alignment. In particular, and given the transactional nature of some of our Advice services, we saw a real opportunity to embed a framework which made the Advice process more meaningful and engaging for members, and more enjoyable for the Advice teams.
2- What work was undertaken to address those matters?
The keys to success in application of the framework were-a detailed and accurate diagnostic of the current state environment, followed by a group and individualised roll-out over a three-month period.This was followed up with extensive, 1-2-1 leader and Adviser coaching (between Performance Advisory Group and Business Unit heads) to ensure sustained embedding. Eventually, all customer and back office teams had exposure to the framework, leading to increases in internal and external customer satisfaction outcomes.
3- What were the key outcomes for your business?
The key outcomes for the Business Unit were-significant increases in member satisfaction/ Net Promoter Scores and a subsequent reduction in negative member feedback. It also led to a significantly more efficient Advice process and more satisfied Advice teams. As with many Advice businesses, one of the challenges with experienced people, is being able to add value to them consistently. To that end, we had 15+ year Advisers embrace the framework, almost immediately, recognising that the client/member experience was significantly improved and they had minutes and hours back in their day.
4- What is your estimate at the ROI achieved? Was it well worth it?
We saw a net increase in productivity of 10-12% year on year, and a cost reduction (measured by activity based timings) of 5-7%. No change activity over the course of 3-years had as much impact as the embedding of this framework and its ongoing embedment.
5- What would you say to a Firm Owner or Dealer Group thinking of using our services?
The greatest investment any business can make is in the development of their people and/ or the experience of the clients. We commenced this process with a few key business objectives, namely to drive efficiency within our Advice teams and gain consistency in our Advice process, leading to improved member experience. Both of these were achieved in spades, but it was the follow-on benefits of practitioner satisfaction and retention; increase in ongoing service clients and overall cost to serve reductions that made this really impactful.