Continuity Takes Precedence Over Succession

Independent broker/dealer Securities America has designated October “Continuity Planning Month” to address the gap in understanding of the difference between continuity plans and succession plans.

 

Securities America, in La Vista, Nebraska, is providing educational webcasts, agreement templates, video and other resources to help advisers stop procrastinating and file a written plan.

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“Advisers who lump continuity planning into succession planning miss the point: the risk of dying today versus the relative certainty of retiring tomorrow,” said Roger Verboon, a senior practice management consultant at Securities America who coaches advisers about continuity planning.

The firm is also helping advisers match up and create mutual continuity agreements. With only 73 continuity plans on file (out of 1,600 advisers, or 4.5%), the company is asking advisers to take the Continuity Challenge in October and emphasizing that request with a calling campaign. Advisers who accept the challenge will commit this month to having a continuity plan on file with the Securities America home office by the end of the year. Advisers who complete the challenge will be allowed to place a continuity verification seal on their website to assure clients and prospects that their investment accounts will be taken care of if the adviser suddenly dies or becomes incapacitated.

 

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“Advisers are stewards who direct, guide and care for the financial well-being of their clients,” said Kirk Hulett, executive vice president of strategy and practice management at Securities America. “In focusing their attention and expertise on clients, advisers may overlook their important role as stewards for their family and their employees, whose wellbeing is also dependent on the adviser. A continuity plan protects all the people under an adviser’s stewardship: family, employees and clients.”
While succession planning has been a hot topic in the industry for some time, Securities America is emphasizing the continuity aspect as the most critical.

“Like a succession plan, a continuity plan lays out what you want to happen to your practice when you are no longer running it,” Hulett said. “Unlike a succession plan, a continuity plan is implemented immediately, rather than over a period of months or years due to an unexpected disruption in your ability to work. Also, a succession plan typically assumes you will not return to run the practice; whereas a continuity plan must address the possibility that you will.”

Securities America also distinguishes continuity planning from disaster recover planning. The adviser is still available to make decisions in a disaster, leading staff and communicating with clients, Hulett pointed out. But a continuity plan is needed to help get staff, family and clients through a period when the adviser is unable to manage the business because of illness, injury or death. “So when you look at the planning continuum for financial practices, the continuity plan is really the most critical,” he said. “The disaster and succession plans can be built outward from the continuity starting point. That’s why we’ve focused our attention this month on encouraging advisers to address continuity first.”

 

CRM Helps Advisory Firms Deliver Consistent Brand

Customer relationship management (CRM) software is not just “contact management on steroids,” according to a source at Schwab.

Brian Shenson, vice president of adviser technology solutions at Schwab Advisor Services, told PLANADVISER that advisers are increasingly using CRM software as a sophisticated way to improve their businesses. CRM software can provide tools for developing and analyzing business, managing leads and follow-ups, improving relationships with clients and automating workflows. 

“[CRM] really takes information and turns it into insight about the organization,” Shenson said.

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A good CRM platform can streamline tasks and responsibilities for an advisory firm by providing a consistent infrastructure. The CRM system can be the primary tool for a firm’s day-to-day operations with tasks listed in a workflow and notifications that alert others in the firm when steps are complete. “That CRM is going to provide the glue across that organization,” Shenson said.

An automated workflow allows advisers to work in a way that delivers the firm’s brand consistently, he added. If an adviser is on vacation, for instance, the automated workflow can provide instructions for how another adviser should follow up with a client.

Firms are focusing on building rich CRM platforms, but challenges still exist. “It’s pretty daunting what these systems can do,” Shenson said, which is why education is needed about how to optimize them.

 

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This summer, Schwab Advisor Services polled 1,608 independent advisers about their use of CRM technology. When asked to grade their firm’s use of CRM, 72% of respondents gave theirs either a B or C. While 84% of advisers agreed that the right technology was in place to make effective use of their CRM, only 6% said they believed they were using their firm’s CRM data to its fullest potential.

The most-used function of CRM is the storage of client contact information (98%); followed by preparing/sending client communication (61%) and assigning tasks to others in the firm/tracking completion (58%). So if advisers have the CRM technology, what keeps them from using it?

According to 43% of survey respondents, the top barrier to effective CRM use is employee behavior. Sixteen percent think that employees do not see the value of CRM systems, while 33% think there are higher priorities for time and money than effectively using CRM.

About 25% of advisers think more education and training would help them make better use of their CRM, and 28% think deepening their understanding of the technology’s capabilities would help them use it more fully.

Schwab Intelligent Technologies recently rolled out Salentica Advisor Desk with Schwab OpenView Gateway, which allows independent investment advisers to view real-time information on their clients’ financial holdings within their CRM. Schwab is in a pilot program with five Microsoft workflows for the Schwab OpenView Workflow Library, which will be broadly available by the end of the year. Schwab currently has 28 workflows available to advisers who custody assets with Schwab Advisor Services.

 

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