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Customer Experience Strategy: Building the boat!

By Bec Loves CX, Homepage, IndustryNo Comments

Before we can steer the ship, we must first build the boat!

Last month, we worked on coming to terms with how clients truly perceive us, and we’ve got a pretty good understanding of what remarkable experiences are. The next question we need to ask ourselves is “What’s next?”.

Before we can steer the ship, we must first build the boat! This is where your Customer Experience Strategy comes into play. Call me a CX nerd, but I absolutely LOVE this part of the process as it’s where creative freedom is your friend and you start to bring CX to life.

The CXPA defines the CX strategy as “… our intended Customer Experience, how it links to our overall organisation strategy and objectives and how it aligns to our brand values and attributes.” This will build the foundations of your approach to customer experience and give your team direction.

We need to create our vision, values, and branding, centred around CX and aligned with the business direction. This will build a foundation for realistic expectations of experience for your staff and your clients.

For some inspiration, The Ritz Carlton Hotel penned their CX vision as “We are ladies and gentlemen serving ladies and gentlemen”. When I read this, I would assume that as a customer of the Ritz I could expect an experience of a glamorous standard, to be wined and dined. In fact, I wouldn’t be surprised if Hector Elizondo from ‘Pretty Woman’ was there, ready to teach me which fork goes first. I drew this conclusion from one sentence, powerful right?

Once you have your vision, you can build on this with values. These are generally short points outlining the core values that support your vision and sets a standard of what you might look for in potential applicants that join your team in future. For example, if I were tasked with writing the values that underpin The Ritz Carlton’s vision it would comprise of words such as:

  • Opulence
  • Exclusive
  • Personal
  • Refined

Now that you have your vision and values, we need to consider what implicit and explicit promises your business is making to the wider audience. Below are some questions to ask internally and externally – Remember, we can never assume we know the answer ourselves!

  • What are our clients’ expectations of the experience we should be providing, based on the impression our brand portrays?
  • What specific promises are we making? 
  • Are our clients’ expectations of CX, and the promises we make around CX, align with our CX and business strategy?
    • Are they realistic expectations? 
    • How can we make sure we get this right from the very beginning of a client’s journey?

Now you are armed with this information, the boat won’t build itself! Block out some time to meet with your team and brainstorm how you could approach this.

Simple Invest 360 is a ‘game-changer’

By Case Study, Simple Invest 360No Comments

Simple Invest 360 is a ‘game-changer’ in terms of time-saving, cost efficiencies and overall administrative cohesion across both of our core divisions

About Lantana Private Wealth

Lantana Private Wealth is a high functioning, multi-disciplined firm located in Malvern, Melbourne. With both a public practice taxation division operating in cohesion with a fully self-licenced financial planning and wealth management service offering, clients are provided with a genuinely bespoke ‘one stop shop’. With the firm priding itself on maintaining a highly personalised client experience and results-driven advice process, the firm has grown into an award-winning and highly respected professional services group.

The Challenge

Efficiently implementing a software package that could be used for both ATO reporting plus client-facing performance and valuation reports

As the Director of both our taxation and wealth management division, Brett was looking for a software package that could be used for both ATO tax reporting and client-facing performance and valuation reports. Some of the initial challenges included the time in having to set up equities and cash account data feeds, particularly given as he wanted to proceed with a bulk set-up of non-SMSF entity types.

“These concerns were quickly overcome, with BGL always providing me with support from a senior product manager with a rapid response every time, invariably in less than a few hours!”

Brett was also concerned about client take-up considering how time poor many are. He found, however, that with the intuitive self-guided initial setup (including secure MFA), “…the delivery of Simple Invest 360 has been both seamless and critically enjoyed by clients.”

Why Simple Invest 360

A ‘game-changer’ in terms of time-saving, cost efficiencies and overall administrative cohesion across both of our core divisions

“We had previously been using BGL’s software offering for SMSF preparation (Simple Fund 360) and were already well aware of BGL’s abilities in this space. Being able to extend the taxation works for non-SMSF entity types, while simultaneously eliminating the then duplicated client reporting software, was a ‘game-changer’ in terms of time-saving, cost efficiencies and overall administrative cohesion across both of our core divisions.”

The Solution

The speed with which a new entity can be set up plus complete data feed configuration were integral

When looking for a technology stack solution, Brett and the team at Lantana Private Wealth focused on cost; speed of implementation; ease of implementation; reliability; support and overall, both internal and client user experience.

The speed with which a new entity can be set up plus complete data feed configuration were integral to the decision to use Simple Invest 360. “The last thing our office wants to be doing, nor our clients’ spending their time on, is having to fiddle around with clunky back-end processes and then having to test the veracity of these.”

The Results

Ever-desired transparency and assurance across the entire spectrum; more time to provide higher value work for clients

“Clients now have the ability to view their investment entities in fully APESB quality, ‘24/7’ via the web and/or via BGL’s secure mobile application (Engage by BGL). This has further increased clients’ transparency over their investments, particularly by our many HNW clients, understandably demanding higher than ever visibility over their FUM.

The fact that the taxation team, wealth management team and client are working off or viewing the same data file has saved a vast amount of time and cost in managing a secondary system, otherwise required for client reporting purposes. This is especially relevant for our firm as our wealth management division is and always has been off-platform, designed to reduce as many client-costs as possible.”

The fact that both our accounting and wealth management divisions are viewing the same data file, in tandem with clients, promotes ever-desired transparency and assurance across the entire spectrum.

With the efficiencies gained from using Simple Invest 360, Brett and the team now have more time to spend providing higher value work for their clients, without having to manage multiple systems. This includes being able to spend more time speaking with clients face-to-face or virtually, if preferred.

About Brett

After gaining experience at Deloitte and with a series of boutique advisory practices, Brett founded Lantana Private Wealth with a sole focus on individual, family groups and SME client types. Brett holds undergraduate and postgraduate qualifications from Monash University, where he was also a resident lecturer and Scholarly Teaching Fellow for four years. Brett is a registered Financial Adviser, Tax (Financial) Adviser, SMSF & direct securities specialist; and Responsible Manager of the Group’s AFSL. In Brett’s spare time, he enjoys photography, learning different languages and travelling back to Gippsland where he grew up.

It is impossible not to save time using Simple Invest 360

It is impossible not to save time using Simple Invest 360

By Case Study, Simple Invest 360No Comments

We are very excited to be able to present a double entry accounting system with full investment register capabilities to our clients. It will save processing time and allow us to take on more clients. The investment reports are first class and continually improving.

About Clarke & Brownrigg

Clarke & Brownrigg is a full service Chartered Accounting firm specialising in family businesses, professionals and wealth administration for clients, with two partners who have been in partnership for over 20 years. The original practice (prior to the retirement of an initial founding partner) had been in business for a further 20 years. They have family groups who have been with the firm for up to 40 years. During that time Clarke & Brownrigg have provided professional, high quality work to a vast client base. The firm has a proud history of staff stability and can boast staff members employed for up to 25 years.

The Challenge

Getting useful share history information out of old software to enable setup in Simple Invest 360

Prior to Simple Invest 360, the team at Clarke & Brownrigg used a very basic Investment Register System that had received limited updates over 20 years. As a member of the Simple Invest 360 beta testing program, the Clarke & Brownrigg team found it challenging getting useful information out of their old system to export into Simple Invest 360, but Simple Invest’s new features are making it much easier.

Why Simple Invest 360

It is impossible not to save time using Simple Invest 360

“The BGL SmartDocs software enables AI conversion of some reports directly into the software, plus there is a very efficient data entry screen which also uses AI to read the data and make intelligent decisions on investment account codes to add unit quantities and include the appropriate acquisition dates.

The input of source information has many different options you can use. It is impossible not to save time. It is possible to scan bank statements which the BGL SmartDocs AI technology can read, import CSV files and the best practice going forward will be a direct bank feed into the software. The Corporate Actions function is so simple and almost does everything for you. Compared to our previous manual system for accounting for demergers and company reconstructions, it is fantastic!

Machine Learning is making the most of the many transactions it “sees” and will continue to improve. The tax reporting is now developed, and the year-end processing functions are state of the art. With trusts, Simple Invest allows for automation of distributions, including streaming of classes of income and preparation of tax reconciliations out of the accounting system, with user editable adjustments for tax purposes. The input of managed fund data is so much easier than it has ever been prior to BGL. They are even producing beneficiary distribution statements for trust clients when you need to provide information to external beneficiaries. All of the above information would previously have been done manually using Excel spreadsheets or Word documents, which are prone to error and need much more user interaction.”

The Solution

Ease of use and seamless integration - A complete accounting solution

“When considering a technology stack, we look for ease of use and seamless integration. BGL is a very innovative software company, and we highly value their training and updates to assess what should be in our technology stack. The BGL ecosystem of bank feeds, wraps, client financial statement accounting software, minutes and workpapers is a complete accounting solution.”

The Results

Save processing time to take on more clients

“Our clients are very keen to utilise the investment reporting, including time weighting of investments and the unrealised gains by parcel reporting to make specific investment decisions, which was not available in our previous Investment Register Software without manual intervention. Having daily market prices is very valuable. We will be encouraging use of the mobile app (Engage by BGL) and trustee/client access to help them engage more with us. Simple Invest 360 will be an important part of enabling our clients to track their wealth outside of the SMSF space.

We are very excited to be able to present a double entry accounting system with full investment register capabilities to our clients. It will save processing time and allow us to take on more clients. The investment reports are first class and continually improving. It is also important to us that the presentation of reports can be consistent across all entity types. For the small outlay per client it is very easily recoverable in time saved.”

About Linda

Linda is a Senior Accountant at Clarke & Brownrigg and has been with the firm since 1999. She has a special interest in Self-Managed Superannuation Funds, but also has extensive experience with investment and business entities. Linda prides herself on personal service, including prompt responses to client communication and building long term client/accountant relationships. She is excited to see where the future of technology can take the accounting profession.

Simple Invest 360 Success Study with Clarke & Brownrigg

CX is Far from a Fad!

By Bec Loves CX, Homepage, In the Media, Industry3 Comments

You may have heard word on the street that Client Experience (CX) is the new industry fad and that if you don’t embrace it, your business is setting itself up for failure. This is a controversial opinion among critics however, only one part of this is true and I can say with confidence, CX is far from a fad!

CX has been around for decades however, it has commonly been mistaken for customer service and pumping valuable dollars into the latest and greatest technology. Although these are contributors to CX, it’s just the tip of the iceberg. The expectations from our clients to deliver on CX is growing day by day. 

CXPA refers to Client Experience as “the perception that customers have of an organisation – one that is formed based on interactions across all touchpoints, people and technology over time”. 

I interpret this as an emotional connection you form with a business based on your experiences with them on all levels. It’s that heart-fluttering nostalgia you get when Mr Whippy drives by playing music, in the middle of summer – Doesn’t that take you back to some fun memories? And Mr Whippy generally drove a beat-up old van and his ice cream machine was probably older than your parents, but the experiences and memories that it gave you evoke a fuzzy feeling every time.

The first question to ask yourself is this: How do our clients perceive our business? 

Many of us have been guilty of drawing off assumptions however, the key to CX is facing the hard facts of what clients really do perceive or feel when they think of your business. The biggest mistake business owners make is assuming their business is perceived a certain way and implementing changes based on this. This is self-sabotage!

Hearing and seeing hard facts or data on this matter can be a hard pill to swallow for some but if you have a genuine understanding of your client’s perception, you’re already on the path to CX success and can start implementing meaningful change.

I could go on about CX for hours and hours and don’t worry, I will! But before I flood you with what I have learnt about the six competencies of Client Experience (and work to convert you into a CX superstar!), I’d like you to think about the following points:

  • Mr Whippy was delivering Client Experience to children decades ago, it’s not a fad that will fade away and it doesn’t mean you need the latest and greatest of everything. 
  • There are two types of business owners in the world, the ones that have already embraced CX and the ones that will be forced to embrace it in order to survive. Which one do you want to be?
  • Client Experience is a genuine feeling and perception of your business.

Let’s make a start on this journey together and pick one point from this post that you can apply in your everyday life. It will make a world of difference and allow you to get a feel for what it is to live CX.

BGL launches integration with digital signing tool

By In the Media, News, SMSF AdviserNo Comments

Published by SMSF Adviser, powered by MOMENTUM MEDIA
Written by Tony Zhang on 16 August 2021
Click here to read on SMSF Adviser website

The SMSF technology provider has launched a new integration with a digital signing service.

BGL Corporate Solutions, supplier of SMSF administration and ASIC corporate compliance and investment portfolio solutions, has announced that CAS 360, Simple Fund 360 and Simple Invest 360 are now integrated with digital signing tool FuseSign by FuseWorks.

“It’s great to add FuseSign to the BGL ecosystem,” Ron Lesh, BGL’s managing director, said.

“FuseSign creates a seamless workflow for BGL clients so that all company, trust, individual and SMSF documents can be digitally signed, speeding up the compliance process and reducing signing times to minutes rather than days for the price of a stamp.”

Melissa Voss, co-founder and head of clients and partners at FuseWorks, said that the firm is thrilled with this partnership and to be able to offer BGL clients with the digital signing tool straight from their platform.

“I am passionate about automation and helping accountants to simplify the day-to-day, removing inefficiencies through the power of automation so they can focus on more human tasks, and that is exactly what FuseSign does — it gives your clients a better experience with your brand, saves your business time and money, and it empowers your team to focus on tasks they really enjoy,” Ms Voss said.

Made for accountants by accountants, FuseSign is an affordable, intuitive and easy-to-use digital signing tool and can be used for all company, trust, individual and SMSF documents prepared by CAS 360, Simple Fund 360 and Simple Invest 360. Recent legislative changes have now made it possible to sign more document types digitally than ever before.

The FuseSign process in BGL applications provides a seamless workflow for clients, with the firm noting that recent evaluations of digital signing solutions have proven documents are signed quicker, easier and with much less friction when digital signing solutions are used.

BGL launches integration with FuseSign

By In the Media, News, XU MagazineNo Comments

BGL launches integration with FuseSign

BGL Corporate Solutions, Australia’s leading supplier of SMSF administration, ASIC corporatecompliance and investment portfolio solutions, is proud to announce CAS 360, Simple Fund 360and Simple Invest 360 are now integrated with digital signing tool FuseSign by FuseWorks.

“It’s great to add FuseSign to the BGL Ecosystem” said Ron Lesh, BGL’s Managing Director.“FuseSign creates a seamless workflow for BGL clients so that all company, trust, individual andSMSF documents can be digitally signed, speeding up the compliance process and reducingsigning times to minutes rather than days for the price of a stamp.

Melissa Voss, Co-Founder and Head of Clients and Partners at FuseWorks, said: “We’re thrilledwith this partnership and to be able to offer BGL clients with our Digital Signing tool straight fromtheir platform. I am passionate about automation and helping Accountants to simplify theday-to-day, removing inefficiencies through the power of automation so they can focus on morehuman tasks, and that is exactly what FuseSign does, it gives your clients a better experiencewith your brand, saves your business time and money, and it empowers your team to focus on tasks they really enjoy.”

Made for accountants by accountants, FuseSign is an affordable, intuitive and easy to useDigital Signature tool and can be used for all company, trust, individual and SMSF documentsprepared by CAS 360, Simple Fund 360 and Simple Invest 360. Recent legislative changeshave now made it possible to sign more document types digitally than ever before. TheFuseSign process in BGL applications provides a seamless workflow for clients. And recentevaluations of digital signing solutions have proven documents are signed quicker, easier andwith much less friction when digital solutions are used.

BGL currently has over 350 partners in our Ecosystem and it is great to be able to addFuseSign to the list.

For more information about this sensational integration, visit https://www.fusesign.com/bgl/

BGL launches integration with FuseSign

By Australian FinTech, In the Media, NewsNo Comments

BGL launches integration with FuseSign

BGL Corporate Solutions, Australia’s leading supplier of SMSF administration, ASIC corporate compliance and investment portfolio solutions, announces CAS 360, Simple Fund 360 and Simple Invest 360 are now integrated with digital signing tool FuseSign by FuseWorks.

“It’s great to add FuseSign to the BGL Ecosystem,” said Ron Lesh, BGL’s Managing Director.

“FuseSign creates a seamless workflow for BGL clients so that all company, trust, individual and SMSF documents can be digitally signed, speeding up the compliance process and reducing signing times to minutes rather than days for the price of a stamp.

Melissa Voss, Co-Founder and Head of Clients and Partners at FuseWorks, said, “We’re thrilled with this partnership and to be able to offer BGL clients with our Digital Signing tool straight from their platform. I am passionate about automation and helping Accountants to simplify the day-to-day, removing inefficiencies through the power of automation so they can focus on more human tasks, and that is exactly what FuseSign does, it gives your clients a better experience with your brand, saves your business time and money, and it empowers your team to focus on tasks they really enjoy.”

Made for accountants by accountants, FuseSign is an affordable, intuitive and easy to use Digital Signature tool and can be used for all company, trust, individual and SMSF documents prepared by CAS 360, Simple Fund 360 and Simple Invest 360. Recent legislative changes have now made it possible to sign more document types digitally than ever before. The FuseSign process in BGL applications provides a seamless workflow for clients. And recent evaluations of digital signing solutions have proven documents are signed quicker, easier and with much less friction when digital solutions are used.

BGL currently has over 350 partners in our Ecosystem and it is great to be able to add FuseSign to the list.

BGL launches integration with digital signing tool FuseSign!

By BGL Update, CAS 360, Simple Fund 360, Simple Invest 360No Comments

Digital Signing, Electronic Signing, Electronic Signature, Company Compliance, Corporate Compliance, Companies, Trust Administration, Trust Management, Trusts, Self-managed Superannuation Fund, Self Managed Super, SMSF, SMSFs, Investment Portfolios

BGL Corporate Solutions, Australia's leading supplier of SMSF administration, ASIC corporate compliance and investment portfolio solutions, is proud to announce CAS 360, Simple Fund 360 and Simple Invest 360 are now integrated with digital signing tool FuseSign by FuseWorks.

“It’s great to add FuseSign to the BGL Ecosystem” said Ron Lesh, BGL’s Managing Director. “FuseSign creates a seamless workflow for BGL clients so that all company, trust, individual and SMSF documents can be digitally signed, speeding up the compliance process and reducing signing times to minutes rather than days for the price of a stamp.

Melissa Voss, Co-Founder and Head of Clients and Partners at FuseWorks, said: “We’re thrilled with this partnership and to be able to offer BGL clients with our Digital Signing tool straight from their platform. I am passionate about automation and helping Accountants to simplify the day-to-day, removing inefficiencies through the power of automation so they can focus on more human tasks, and that is exactly what FuseSign does, it gives your clients a better experience with your brand, saves your business time and money, and it empowers your team to focus on tasks they really enjoy.”

Made for accountants by accountants, FuseSign is an affordable, intuitive and easy to use Digital Signing tool and can be used for all company, trust, individual and SMSF documents prepared by CAS 360, Simple Fund 360 and Simple Invest 360. Recent legislative changes have now made it possible to sign more document types digitally than ever before. The FuseSign process in BGL applications provides a seamless workflow for clients. And recent evaluations of digital signing solutions have proven documents are signed quicker, easier and with much less friction when digital signing solutions are used.

BGL currently has over 350 partners in our Ecosystem and it is great to be able to add FuseSign to the list.

For more information about this sensational integration, visit www.fusesign.com/bgl 

About FuseSign

FuseSign is a digital signing platform like no other. Made by accountants for accountants, it is an elegant solution that simplifies complex tasks, resulting in faster turnarounds, significant cost savings, improved client experience and higher staff engagement.

Digital Signing, Electronic Signing, Electronic Signature, Company Compliance, Corporate Compliance, Companies, Trust Administration, Trust Management, Trusts, Self-managed Superannuation Fund, Self Managed Super, SMSF, SMSFs, Investment Portfolios