#244 - John Finney - Overvue and how it creates client and advisor efficiency

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In this episode of the Wicked Pissa Podcast,

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we speak with John Finney, the co-founder

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of Overview, a software company that helps financial

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advisors streamline their client onboarding.

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We discuss John's background in wealth management and

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how it shaped his business, Overview's mission to

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create a better client onboarding experience, the functionality

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of Overview, and how it creates client and

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advisor efficiency, and much more.

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It's time for a Wicked Pissa Podcast.

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Wicked Pissa Podcast.

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Wicked Pissa Podcast.

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It's time for a Wicked Pissa Podcast.

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Welcome to the Wicked Pissa Podcast, a production

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of the Financial Planning Association of New England,

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intended for financial planning advisors.

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Hello, and welcome to this episode of the

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Wicked Pissa Podcast.

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I'm Michael Conanton, co-founder of Lead Advisor,

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and I serve on the Partnerships Committee of

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the New England FPA.

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Our guest today is John Finney.

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John is the co-founder of Overview, a

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software company that helps financial advisors streamline their

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client onboarding.

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Before starting Overview, John spent over five years

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in wealth management at two national RIAs.

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During that time, he played a key role

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in the overhaul and sale of an advisory

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team managing 750 million in assets.

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As a certified financial planner, John's worked in

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both client-facing advisory roles and behind the

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scenes focused on improving operations.

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Now he brings that experience to Overview, building

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solutions from the other side of the table.

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Welcome, John.

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Thank you, Michael.

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Thank you for having us.

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We're happy to be here.

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Yeah, thanks for joining us.

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So why don't you just tell us a

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little bit more in detail about your background

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and your journey to the launch of Overview,

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and we can take it from there.

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Yeah, excellent, sure.

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Graduated college with a degree in finance.

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From there, I quickly got on the CFP

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track.

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My first job out of college was with

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a very large wealth management team, but it

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operated much more like a small business, which

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was great for me and my career because

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my day-to-day was very ad hoc

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in the beginning.

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And at times, I was even given jobs

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or roles that were above my experience.

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So I got to really hold many positions,

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but also experience a full client lifecycle.

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It was in that initial role that I

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was able to gain the trust of my

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team members, which led me kind of into

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that second phase that you mentioned in the

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intro, which was improving the team.

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And my team was gracious enough to participate

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in it with me.

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They kind of agreed that we were still

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operating as a team that was small, and

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that was still trying to very much just,

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I guess, keep up, or I'd say, with

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the current flows that we had.

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So what we went to look to improve

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was everything from onboarding, client service, our internal

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workflows ourself, trying to make it so that

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we can actually service 400 clients or more.

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And then that led to my final role

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on the team, which it kind of happened

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naturally because I knew so much about the

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team itself.

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I had fixed everything from kind of the

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P&L all the way to client scheduling.

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It was kind of natural for me to

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help lead the sale of the team.

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When questions came up about anything particular or

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whether or not the firm that we were

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merging into was a good match, I just

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had a lot of good insight to provide

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there.

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That was also an amazing part.

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Learned a lot there.

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And that was kind of where my career

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with that team and the wealth management industry

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on that side came to an end.

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Landed at the new firm, I kind of

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experienced the same problems of these inefficiencies, and

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said, poor, they weren't my problems to solve

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anymore.

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So I kind of had three options, and

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this is where overview starts to come into

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play.

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I had option one, climb the corporate ladder

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and hope to get the chance to help

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them with their inefficiencies.

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Option two was to leave and join another

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small IRA, kind of run the same playbook

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that I just ran for my previous team,

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or three, start my own business.

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I obviously chose option three because overview exists,

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but one of the main drivers of why

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that existed was because when I was in

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wealth management, I can kind of feel that

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the pace was starting to change and revert

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more so back to sales.

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So I told myself, if you're gonna have

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to do sales in your career, do you

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wanna do it with a large entity or

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do it for yourself?

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Sales is hard, it's tough, and I ultimately

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decided I wanna do it for myself.

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So that's where overview started.

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Overview in the beginning was actually a different

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idea than it is today, and the markets

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changed it.

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We're happy that it's here.

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We're happy to help clients.

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It's really what we do now.

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We fall in love with the problem and

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we wanna fix it.

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Excellent.

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So John, you highlighted that you had perspective

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from many different angles, working in different roles

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and serving in different capacities on a couple

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of different teams at different size firms.

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I know now overview is seeking to solve

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the client onboarding issue and streamline that process.

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So talk us through the overview background and

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its history and how you've developed the software

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and where it stands today.

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A lot of times for companies like ours,

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where you start with an initial idea and

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it evolves over time, typically the market pulls

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you if you're able to let it.

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And initially we started out having conversations around

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investment proposals.

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When I had left my previous job, I

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said I wanted to build something that I

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would ultimately use myself if it didn't work

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out.

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And my idea was investment proposals.

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What we found when we started talking to

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advisors was investment proposals were actually very hard

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to fix.

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The reason being is because everyone kind of

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has their own opinion on what a client

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needs during that initial sales phase.

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So it's very hard to convince advisors that

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their problem can actually be solved in one

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way.

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They wanna have it be solved in multiple

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ways when it's in the sales process.

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So we quickly needed to pivot.

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But while we were having those sales calls,

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I was talking through the solution and going

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step by step.

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And there was one solution that they really

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gravitated towards and that was data aggregation.

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So there was a step in our process

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where we'd mentioned, oh, and we have the

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ability to receive clients' data extremely easy by

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connecting with their prior bank accounts, investment accounts.

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And they really started taking interest in that.

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So we started to explore that option was,

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okay, why is this interesting to you?

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And we discovered what we kind of coined

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now is called the rule of three.

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That right now it takes about three meetings,

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three weeks.

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And if they have the capacity, typically three

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team members, a lead advisor, a pair of

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planner of some kind, and then a client

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service associate, doesn't mean you can't do it

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with one person, but typically it's three, to

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onboard a single client.

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And I immediately realized and resonated with that,

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that I would oftentimes have these initial calls

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with clients, and then I would step away,

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hand it off to someone else, and I

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would be back in the office with that

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same person three or four weeks later, not

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really questioning why it took that long.

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So that's where the idea has come to,

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that's the overarching problem.

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We can get into the two main problems

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if you'd like, but right now that is

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it.

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Onboarding is slow for all parties, and there's

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some ways that we speed that up.

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Yeah, I like the rule of three there,

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interesting concept talking about team members, time elapsed.

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And when you developed Overview, obviously the aim

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was to, I assume shorten the onboarding client

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process, streamline it organizationally, so maybe less manpower

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is necessary to get a client on board.

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Tell me how Overview helps solve some of

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that.

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The problem is broken into two parts.

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There is the client's end, which is a

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problem, and there's an advisor end, which is

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the problem.

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Largely the advisor end is what gets talked

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about the most, and that's because we're oftentimes

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at conferences together with our peers or in

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things like FPA meetings, and we're talking about

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our problems.

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That's what we like to do.

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And that problem largely persists around outdated custodian

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tech, things like why are we still filling

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out our own paperwork and poor communication among

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team members even maybe, so on and so

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forth.

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And that's all our problem.

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So for the large part, we always say

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onboarding is an internal issue, but that's actually

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not the case.

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And the real problem persists actually with the

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client.

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The client has a major issue.

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Clients do not like onboarding.

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They don't typically even leave an advisor sometimes

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because of the fear of how much work

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it takes to get to that next advisor.

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And it's also their problem because they get

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sent out by the advisor on what I

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call the choose your own adventure, meaning the

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initial conversation ends.

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We say, we want you to become a

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client.

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And I get sent out to basically go

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and mass together all my information and data

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for them, my statements, however I deem necessary.

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And I just hope that it's a great,

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I'm getting it in a way that the

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advisor is actually getting use out of.

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So that's the client side problem, which is

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that it is stressful, not enjoyable, takes a

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long time, it's a lot of work.

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Why that's also the advisor's problem is because

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it's actually how you solve the whole issue.

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It's how you solve your own issue.

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And the way, and the reason why we

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know that that is how you solve your

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own issue is because the major DIY shops

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at Vanguard, if you want to work at

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Schwab, if you want to do Robin Hood,

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they've already solved this problem for themselves by

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starting with the client.

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You start with the client, then you could

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do whatever you want in the back office

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with the information, whether that's get that information

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into a call center, like you are at

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Vanguard, get that information into paperwork, like you

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are at Vanguard.

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But the client intake process is standardized.

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If you log in on the East Coast,

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you log in on the West Coast, I've

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standardized the workflow.

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That's how we know that that's where you

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need to start.

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No one, there's been ways to kind of

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get there, things like PDFs to fill out

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or maybe like a client portal to drop

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00:10:37,830 --> 00:10:41,110
in your statements, but no one's really standardized

272
00:10:41,110 --> 00:10:41,890
that intake.

273
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If you can standardize an intake, make it

274
00:10:44,270 --> 00:10:46,610
easy for the client, then you can worry

275
00:10:46,610 --> 00:10:48,470
about that second problem, which is your own,

276
00:10:48,550 --> 00:10:50,130
which is the back office, and that could

277
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all be done.

278
00:10:51,010 --> 00:10:52,590
In my own life, I even have banking

279
00:10:52,590 --> 00:10:55,510
relationships that I've probably held on for longer

280
00:10:55,510 --> 00:10:57,030
than I wanted to, just because there was

281
00:10:57,030 --> 00:10:59,250
fear of having to go through the changes

282
00:10:59,250 --> 00:11:02,750
and setting up online banking again, not to

283
00:11:02,750 --> 00:11:05,690
mention the undertaking it takes to work with

284
00:11:05,690 --> 00:11:09,670
a new advisor and certainly the impact a

285
00:11:09,670 --> 00:11:12,730
new advisor is going to have on somebody's

286
00:11:12,730 --> 00:11:15,430
financial objectives, but maybe something that's holding them

287
00:11:15,430 --> 00:11:18,050
back is just the fear and undertaking of

288
00:11:18,050 --> 00:11:21,050
the process of going through the change if

289
00:11:21,050 --> 00:11:22,710
they're working with an existing advisor or it's

290
00:11:22,710 --> 00:11:24,650
just gathering all the documents and getting that

291
00:11:24,650 --> 00:11:25,010
together.

292
00:11:25,010 --> 00:11:28,750
So that streamlined process makes a lot of

293
00:11:28,750 --> 00:11:30,390
sense to me.

294
00:11:31,010 --> 00:11:34,550
So I guess when you're talking to advisors

295
00:11:34,550 --> 00:11:39,670
and practices around this solution, and I know

296
00:11:39,670 --> 00:11:42,230
that, as you mentioned, they're going about it

297
00:11:42,230 --> 00:11:44,810
in different ways, gathering the data, there's different

298
00:11:44,810 --> 00:11:45,950
processes, I'm sure.

299
00:11:46,750 --> 00:11:49,290
How does Overview aim to streamline that and

300
00:11:49,290 --> 00:11:52,690
how does it stay, I guess, consistent with

301
00:11:52,690 --> 00:11:55,710
your product, installing that in a firm and

302
00:11:55,710 --> 00:11:58,390
making it easier for all team members that

303
00:11:58,390 --> 00:11:58,890
are involved?

304
00:11:59,210 --> 00:11:59,470
Absolutely.

305
00:11:59,610 --> 00:12:02,670
So it starts with what we were just

306
00:12:02,670 --> 00:12:04,990
discussing, which is the client-side experience.

307
00:12:05,130 --> 00:12:09,090
So what we've built is a way for

308
00:12:09,090 --> 00:12:12,310
the client to essentially onboard slash share their

309
00:12:12,310 --> 00:12:15,990
information with you in a way that feels

310
00:12:15,990 --> 00:12:18,710
like they've experienced it before.

311
00:12:19,210 --> 00:12:21,950
So maybe they've applied for an online mortgage

312
00:12:21,950 --> 00:12:23,970
or maybe they do have a Vanguard account

313
00:12:23,970 --> 00:12:25,030
that they manage themselves.

314
00:12:25,450 --> 00:12:27,110
Or we always use something like signing up

315
00:12:27,110 --> 00:12:29,550
for Venmo or signing up for Uber, something

316
00:12:29,550 --> 00:12:30,830
that has a little bit more of that

317
00:12:30,830 --> 00:12:32,270
identity verification layer.

318
00:12:32,850 --> 00:12:34,890
And that is the same workflow that we've

319
00:12:34,890 --> 00:12:36,430
built out for them or at least the

320
00:12:36,430 --> 00:12:36,670
feel.

321
00:12:37,230 --> 00:12:40,830
So a advisor is allowed to send the

322
00:12:40,830 --> 00:12:44,850
onboarding workflow to them either via email or

323
00:12:44,850 --> 00:12:45,670
via text.

324
00:12:45,810 --> 00:12:47,230
So they can open it on their phone

325
00:12:47,230 --> 00:12:47,630
as well.

326
00:12:48,010 --> 00:12:51,610
When they open the screen, there's no login,

327
00:12:52,170 --> 00:12:54,070
there's no need to save a username and

328
00:12:54,070 --> 00:12:54,950
password for them.

329
00:12:55,450 --> 00:12:58,310
It starts instantly the same way it would

330
00:12:58,310 --> 00:13:00,570
if you wanted to sign up for anything

331
00:13:00,570 --> 00:13:00,850
else.

332
00:13:00,890 --> 00:13:02,930
At the end is when you get captured

333
00:13:02,930 --> 00:13:05,050
to create your username and password.

334
00:13:06,010 --> 00:13:07,850
But what it starts with is step one

335
00:13:07,850 --> 00:13:09,470
is identity verification.

336
00:13:09,990 --> 00:13:12,970
So we've partnered with Plaid in this section.

337
00:13:13,470 --> 00:13:15,890
And what that will do is it will

338
00:13:15,890 --> 00:13:17,730
first search to see if they have a

339
00:13:17,730 --> 00:13:18,150
Plaid account.

340
00:13:18,510 --> 00:13:20,570
Oftentimes there's a good chance that they do

341
00:13:20,570 --> 00:13:22,550
have a Plaid account because Plaid is advertised

342
00:13:22,550 --> 00:13:25,390
as that one in two US adults has

343
00:13:25,390 --> 00:13:27,250
used the platform before.

344
00:13:27,590 --> 00:13:29,130
It works in the background of a lot

345
00:13:29,130 --> 00:13:29,570
of things.

346
00:13:29,750 --> 00:13:31,410
The largest thing that people know it of

347
00:13:31,410 --> 00:13:32,410
is Venmo.

348
00:13:32,770 --> 00:13:33,910
It helps power Venmo.

349
00:13:34,510 --> 00:13:35,990
But what it will do is see if

350
00:13:35,990 --> 00:13:36,850
they have a Plaid account.

351
00:13:37,210 --> 00:13:38,650
If they have a Plaid account, it offers

352
00:13:38,650 --> 00:13:40,990
a single sign-on flow, kind of similar

353
00:13:40,990 --> 00:13:42,510
if you've ever experienced like would you like

354
00:13:42,510 --> 00:13:43,770
to sign up with your Gmail account?

355
00:13:44,050 --> 00:13:45,290
It's kind of like, would you like to

356
00:13:45,290 --> 00:13:46,350
sign up with your Plaid account?

357
00:13:47,130 --> 00:13:49,610
And in that initial phase, we'll capture all

358
00:13:49,610 --> 00:13:51,550
their personal identifiable information.

359
00:13:51,890 --> 00:13:55,690
That's name, date of birth, address, social security

360
00:13:55,690 --> 00:13:57,370
number, so on and so forth.

361
00:13:57,690 --> 00:13:59,890
And what we'll also do is verify that,

362
00:14:00,010 --> 00:14:02,530
run it through databases to ensure that when

363
00:14:02,530 --> 00:14:04,750
it gets back to the advisor, it's actually

364
00:14:04,750 --> 00:14:09,430
correct and that it's satisfied some level of

365
00:14:09,430 --> 00:14:11,510
know your client compliance as well.

366
00:14:11,970 --> 00:14:13,270
So you don't need to worry about things

367
00:14:13,270 --> 00:14:15,070
like them missing a digit on their social

368
00:14:15,070 --> 00:14:17,370
security or getting their social security wrong or

369
00:14:17,370 --> 00:14:19,010
one of your team members doing that.

370
00:14:19,170 --> 00:14:22,430
It's coming back verified secure that that is

371
00:14:22,430 --> 00:14:23,170
their information.

372
00:14:23,930 --> 00:14:27,150
Step two, and it will work them through

373
00:14:27,150 --> 00:14:28,330
this process naturally.

374
00:14:28,750 --> 00:14:30,690
So step two then would be connecting their

375
00:14:30,690 --> 00:14:31,090
accounts.

376
00:14:31,830 --> 00:14:34,290
The client will connect any of the investment

377
00:14:34,290 --> 00:14:36,710
accounts that you've spoken to them about or

378
00:14:36,710 --> 00:14:38,370
that they wanna additionally share to you.

379
00:14:38,610 --> 00:14:40,790
At that stage, we'll get the standard information

380
00:14:40,790 --> 00:14:43,010
to kind of recreate those statements that everyone

381
00:14:43,010 --> 00:14:43,410
wants.

382
00:14:44,070 --> 00:14:46,030
Statements are a big pain because people get

383
00:14:46,030 --> 00:14:48,750
them in all different formats that include things

384
00:14:48,750 --> 00:14:50,750
like taking a photo of a statement and

385
00:14:50,750 --> 00:14:51,670
sending it to your advisor.

386
00:14:51,910 --> 00:14:53,650
Some people mail them in with coffee stains

387
00:14:53,650 --> 00:14:54,070
on it.

388
00:14:54,290 --> 00:14:55,650
They come in a variety of ways.

389
00:14:56,050 --> 00:14:57,410
So what we're gonna do is recreate those

390
00:14:57,410 --> 00:14:59,230
statements, get the holdings, get the account numbers,

391
00:14:59,330 --> 00:15:01,390
get the account names, and that will really

392
00:15:01,390 --> 00:15:03,510
help you start to move into that second

393
00:15:03,510 --> 00:15:05,970
line of paperwork, which is your transfer forms

394
00:15:05,970 --> 00:15:07,370
and so on and so forth.

395
00:15:07,470 --> 00:15:09,350
And also allow your investment team to start

396
00:15:09,350 --> 00:15:11,630
their investment proposal process and maybe their sales

397
00:15:11,630 --> 00:15:12,470
pitch a little bit further.

398
00:15:13,250 --> 00:15:15,510
And then the final section is really up

399
00:15:15,510 --> 00:15:18,750
to the advisor where they can ask any

400
00:15:18,750 --> 00:15:21,490
additional question that they might need for particular

401
00:15:21,490 --> 00:15:23,430
custodians they might work for.

402
00:15:23,790 --> 00:15:25,550
If they have multiple custodians, if they have

403
00:15:25,550 --> 00:15:27,910
any additional compliance that's just done on their

404
00:15:27,910 --> 00:15:30,930
end, they can ask those questions as well.

405
00:15:31,350 --> 00:15:35,030
And then the client will click submit, get

406
00:15:35,030 --> 00:15:36,510
sent securely back to the advisor.

407
00:15:36,510 --> 00:15:39,730
But that's generally the whole workflow that the

408
00:15:39,730 --> 00:15:40,670
client goes through.

409
00:15:40,910 --> 00:15:42,650
We've kind of found that a client can

410
00:15:42,650 --> 00:15:46,450
get it if they're with Plaid and familiar

411
00:15:46,450 --> 00:15:48,690
with a workflow like this they can generally

412
00:15:48,690 --> 00:15:51,310
do it in under five minutes themselves and

413
00:15:51,310 --> 00:15:52,150
get it back to you.

414
00:15:52,610 --> 00:15:55,670
And that's the standardized process that really needs

415
00:15:55,670 --> 00:15:59,010
to be first set in place before you

416
00:15:59,010 --> 00:16:01,570
can do anything with the information because getting

417
00:16:01,570 --> 00:16:04,070
information like they do right now, which is

418
00:16:04,070 --> 00:16:07,990
in a whole variety of formats causes someone

419
00:16:07,990 --> 00:16:11,070
to then standardize it themselves on the backend,

420
00:16:11,310 --> 00:16:14,510
which just slows everything down and makes it

421
00:16:14,510 --> 00:16:16,230
so that you can have those other things

422
00:16:16,230 --> 00:16:18,510
that people want, which is the word of

423
00:16:18,510 --> 00:16:20,210
automation and so on and so forth.

424
00:16:20,630 --> 00:16:21,710
Excellent, so if I heard you right, John,

425
00:16:21,750 --> 00:16:25,370
you said as quick as five minutes on

426
00:16:25,370 --> 00:16:27,330
the client experience side, right?

427
00:16:27,370 --> 00:16:30,630
They could put this together, follow the proms,

428
00:16:31,190 --> 00:16:34,450
gather their sign-on information towards the end

429
00:16:34,450 --> 00:16:35,810
as you mentioned, but also get all their

430
00:16:35,810 --> 00:16:39,790
investment details, connect everything through Plaid on the

431
00:16:39,790 --> 00:16:43,810
onset and get everything to the advisor in

432
00:16:43,810 --> 00:16:45,150
as quickly as five minutes, is that right?

433
00:16:45,710 --> 00:16:47,290
Yes, you could even go as far as

434
00:16:47,290 --> 00:16:49,290
to say if they have a well-organized

435
00:16:49,290 --> 00:16:51,630
Plaid account, meaning they've used Plaid in the

436
00:16:51,630 --> 00:16:53,690
past and maybe their investment account has been

437
00:16:53,690 --> 00:16:55,830
connected to Plaid in the past, you can

438
00:16:55,830 --> 00:16:58,310
get them onboarded with just their phone number.

439
00:16:59,190 --> 00:17:01,890
So they'll put in their phone number, Plaid

440
00:17:01,890 --> 00:17:04,050
will search this database, it will make sure

441
00:17:04,050 --> 00:17:05,650
that you exist, you are who you say

442
00:17:05,650 --> 00:17:07,589
you are, and that information can be immediately

443
00:17:07,589 --> 00:17:08,349
sent to the advisor.

444
00:17:08,890 --> 00:17:10,550
So the same way that you can get

445
00:17:10,550 --> 00:17:13,290
a sign-up for any other platform with

446
00:17:13,290 --> 00:17:15,730
like your Gmail account that I previously mentioned,

447
00:17:16,170 --> 00:17:18,310
same thing, put in your phone number, we'll

448
00:17:18,310 --> 00:17:19,130
see if you exist.

449
00:17:19,510 --> 00:17:21,510
If you exist and your information is correct,

450
00:17:21,690 --> 00:17:22,390
immediately sent.

451
00:17:22,770 --> 00:17:25,569
So in some cases, especially you'll notice that

452
00:17:25,569 --> 00:17:28,170
as you go like younger and younger down,

453
00:17:28,170 --> 00:17:30,290
typically they have a well-organized Plaid account

454
00:17:30,290 --> 00:17:31,630
and it could just be sent right back

455
00:17:31,630 --> 00:17:32,130
to the advisor.

456
00:17:32,710 --> 00:17:36,110
So I say five minutes when it has

457
00:17:36,110 --> 00:17:37,490
to take things like, oh, let me go

458
00:17:37,490 --> 00:17:39,570
to my password finder to find my password

459
00:17:39,570 --> 00:17:40,850
for Schwab and so on and so forth.

460
00:17:41,130 --> 00:17:43,230
But really, if you have a well-organized

461
00:17:43,230 --> 00:17:45,710
Plaid account, it's onboard with a phone number,

462
00:17:46,090 --> 00:17:47,690
share your information with just that.

463
00:17:48,410 --> 00:17:48,510
Wow.

464
00:17:50,210 --> 00:17:53,030
So client goes through this process, I would

465
00:17:53,030 --> 00:17:56,250
assume there's an alert on the advisor side

466
00:17:57,370 --> 00:18:00,190
confirming that what they need from their client

467
00:18:00,190 --> 00:18:01,170
has been completed.

468
00:18:01,990 --> 00:18:03,470
And then from there, they can run with

469
00:18:03,470 --> 00:18:04,710
their standardized process.

470
00:18:04,890 --> 00:18:07,890
How does the advisor work from there, John,

471
00:18:07,950 --> 00:18:08,190
I guess?

472
00:18:08,870 --> 00:18:09,830
Yeah, absolutely.

473
00:18:09,950 --> 00:18:12,390
So there is an advisor side portal and

474
00:18:12,390 --> 00:18:15,890
the advisor side portal will track your prospects

475
00:18:15,890 --> 00:18:16,450
for you.

476
00:18:16,690 --> 00:18:18,770
They'll have their own little profile with the

477
00:18:18,770 --> 00:18:19,950
general contact information.

478
00:18:20,450 --> 00:18:22,310
You'll be able to manage any forms that

479
00:18:22,310 --> 00:18:23,130
you wanna send to them.

480
00:18:23,210 --> 00:18:24,670
So you can start to save your templated

481
00:18:24,670 --> 00:18:25,090
forms.

482
00:18:25,090 --> 00:18:27,250
So if you always ask the same series

483
00:18:27,250 --> 00:18:28,930
of additional questions to them, you can save

484
00:18:28,930 --> 00:18:32,670
that as something like, the Schwab onboarding form,

485
00:18:32,850 --> 00:18:34,410
because maybe Schwab has different questions that you

486
00:18:34,410 --> 00:18:34,850
need to know.

487
00:18:36,010 --> 00:18:37,830
That can be saved in the advisor side

488
00:18:37,830 --> 00:18:40,630
portal and it will also then track when

489
00:18:40,630 --> 00:18:44,010
you sent a certain questionnaire and to who

490
00:18:44,010 --> 00:18:45,750
and when they responded, so how long it

491
00:18:45,750 --> 00:18:45,990
took.

492
00:18:46,550 --> 00:18:49,410
And then all that information that they'll respond

493
00:18:49,410 --> 00:18:52,590
to gets rendered on their profile page and

494
00:18:52,590 --> 00:18:54,770
it will be separated out into their personally

495
00:18:54,770 --> 00:18:57,550
identifiable information that all came back, all their

496
00:18:57,550 --> 00:18:59,770
investments that came back and then they can

497
00:18:59,770 --> 00:19:02,390
continue on to do their normal workflow.

498
00:19:03,110 --> 00:19:07,070
So right now, as it stands, that's where

499
00:19:07,070 --> 00:19:07,890
it ends.

500
00:19:08,290 --> 00:19:11,350
And that's mostly because what we're doing to

501
00:19:11,350 --> 00:19:13,510
solve this, as I previously mentioned, is start

502
00:19:13,510 --> 00:19:16,690
with the client, ensure that we've standardized that

503
00:19:16,690 --> 00:19:17,710
process for everyone.

504
00:19:18,030 --> 00:19:20,170
And then we can start turning on the

505
00:19:20,170 --> 00:19:22,690
other pieces of our roadmap, which people are

506
00:19:22,690 --> 00:19:25,230
asking for, which is things like connecting to

507
00:19:25,230 --> 00:19:28,210
my next CRM or can I get this

508
00:19:28,210 --> 00:19:30,670
to auto-populate this PDF for me?

509
00:19:31,010 --> 00:19:31,730
All possible.

510
00:19:31,910 --> 00:19:33,290
They're not asking for things that do not

511
00:19:33,290 --> 00:19:36,610
already exist, but step one, you got to

512
00:19:36,610 --> 00:19:37,970
standardize the intake for us.

513
00:19:38,310 --> 00:19:39,530
Once I know that you can do that,

514
00:19:39,990 --> 00:19:42,290
you can have any automation you want.

515
00:19:42,490 --> 00:19:46,010
If you want PDF fillers, that can be

516
00:19:46,010 --> 00:19:46,250
done.

517
00:19:46,850 --> 00:19:49,390
But yes, right now, the client-side portal

518
00:19:49,390 --> 00:19:51,890
lets them pick up where they currently have

519
00:19:51,890 --> 00:19:52,350
their flow.

520
00:19:52,350 --> 00:19:55,810
Hopefully clients are responsive and get this done.

521
00:19:55,950 --> 00:19:58,170
Sometimes we know clients need a little nudge

522
00:19:58,170 --> 00:19:59,250
to keep them going.

523
00:19:59,530 --> 00:20:02,490
So assuming the details go out through your

524
00:20:02,490 --> 00:20:06,030
tool and a client has a snag on

525
00:20:06,030 --> 00:20:09,390
their end just because they are unfamiliar with

526
00:20:09,390 --> 00:20:11,650
Plaid or just maybe aren't as tech-savvy

527
00:20:11,650 --> 00:20:14,450
as you'd like, can they look at, meaning

528
00:20:14,450 --> 00:20:16,270
can an advisor or a team member look

529
00:20:16,270 --> 00:20:19,510
at the client-side portal and see status

530
00:20:19,510 --> 00:20:22,750
updates and then do the necessary follow-up

531
00:20:22,750 --> 00:20:24,270
to kind of make sure these things are

532
00:20:24,270 --> 00:20:27,270
moving through the workflow and forging ahead to

533
00:20:27,270 --> 00:20:28,730
cut down on that timeline like you mentioned?

534
00:20:29,050 --> 00:20:31,970
Largely the way that it's done is by

535
00:20:31,970 --> 00:20:35,870
monitoring when you've sent it, it will alert

536
00:20:35,870 --> 00:20:37,170
you if it's been a certain amount of

537
00:20:37,170 --> 00:20:38,410
time since you haven't sent it.

538
00:20:38,830 --> 00:20:40,530
And of course, then when they respond.

539
00:20:41,110 --> 00:20:43,630
What we've kind of done to help alleviate

540
00:20:43,630 --> 00:20:45,610
what you've kind of mentioned is like pushing

541
00:20:45,610 --> 00:20:48,650
the client along is we've really built it

542
00:20:48,650 --> 00:20:52,010
as a consumer product to start.

543
00:20:52,410 --> 00:20:55,510
So we asked ourselves and asked people who

544
00:20:55,510 --> 00:20:58,670
are just general consumers, like what are the

545
00:20:58,670 --> 00:20:59,590
things that we don't like?

546
00:20:59,670 --> 00:21:02,330
Why do we not complete the thing that

547
00:21:02,330 --> 00:21:03,350
someone's asking us to?

548
00:21:03,990 --> 00:21:05,770
And it's like friction.

549
00:21:06,370 --> 00:21:09,330
Any friction needs to be absolutely taken out,

550
00:21:09,470 --> 00:21:10,530
removed in some way.

551
00:21:11,130 --> 00:21:13,390
So for us, the easiest thing that we

552
00:21:13,390 --> 00:21:16,990
could remove for someone was, okay, I've had

553
00:21:16,990 --> 00:21:20,550
experience with other providers that offer client portals

554
00:21:21,030 --> 00:21:23,390
and not for onboarding, but for other reasons.

555
00:21:23,570 --> 00:21:24,950
And the thing that's always kind of stopped

556
00:21:24,950 --> 00:21:26,630
our clients, username and password.

557
00:21:27,070 --> 00:21:29,930
You click a link, you get presented, please

558
00:21:29,930 --> 00:21:30,590
create an account.

559
00:21:31,110 --> 00:21:32,810
You've lost them, right?

560
00:21:32,990 --> 00:21:35,330
They will say, that's not for me.

561
00:21:35,430 --> 00:21:37,890
I have enough accounts or maybe they don't

562
00:21:37,890 --> 00:21:40,430
wanna share their data with one more person

563
00:21:40,430 --> 00:21:41,290
or anything like that.

564
00:21:41,290 --> 00:21:44,390
So that was kind of our method of

565
00:21:44,390 --> 00:21:46,570
what you just said, which was how do

566
00:21:46,570 --> 00:21:47,890
you get clients to push along?

567
00:21:48,150 --> 00:21:51,470
And it was to not have username and

568
00:21:51,470 --> 00:21:54,330
passwords, do not make this a platform for

569
00:21:54,330 --> 00:21:56,130
them to have to worry about to come

570
00:21:56,130 --> 00:21:57,570
back to so on and so forth.

571
00:21:57,890 --> 00:21:59,890
And then finally, how we kind of help

572
00:21:59,890 --> 00:22:01,970
clients push themselves along.

573
00:22:02,130 --> 00:22:03,690
And we got this feedback from a lot

574
00:22:03,690 --> 00:22:07,150
of advisors was that communication is getting approved

575
00:22:07,150 --> 00:22:09,570
and going towards text in some regard.

576
00:22:09,570 --> 00:22:12,010
And if we can get it so that

577
00:22:12,010 --> 00:22:13,590
it's not just an email to a client,

578
00:22:13,750 --> 00:22:16,050
but a text to a client, that that

579
00:22:16,050 --> 00:22:20,670
would greatly improve open rates and onboarding rates.

580
00:22:21,170 --> 00:22:24,510
So yes, there's a method to track how

581
00:22:24,510 --> 00:22:26,930
long something has maybe gone stale with a

582
00:22:26,930 --> 00:22:31,750
client, but the ultimate goal was to get

583
00:22:31,750 --> 00:22:33,070
it so that it never goes stale.

584
00:22:33,210 --> 00:22:33,930
And how do you do that?

585
00:22:34,030 --> 00:22:36,050
It was those things that I previously mentioned.

586
00:22:36,270 --> 00:22:38,610
So John, say you're an advisor, a decision

587
00:22:38,610 --> 00:22:41,210
maker at a practice, and you wanna integrate

588
00:22:41,210 --> 00:22:46,650
in a tool like Overview, what would be

589
00:22:46,650 --> 00:22:47,830
the steps in doing so?

590
00:22:47,870 --> 00:22:49,590
And then once you have it launched, how

591
00:22:49,590 --> 00:22:50,930
are you presenting that to the client?

592
00:22:51,370 --> 00:22:53,490
What we've really tried to do is build

593
00:22:53,490 --> 00:22:56,830
it so that it's geared towards the workflows

594
00:22:56,830 --> 00:22:59,070
that already exist, from the ones that we've

595
00:22:59,070 --> 00:23:01,770
spoken to with advisors, and then the ones

596
00:23:01,770 --> 00:23:03,170
that I've experienced myself.

597
00:23:03,530 --> 00:23:05,350
It's a standalone platform as it is right

598
00:23:05,350 --> 00:23:05,630
now.

599
00:23:05,630 --> 00:23:08,690
So you would get your Overview subscription as

600
00:23:08,690 --> 00:23:11,750
you would any other SaaS subscription, and it

601
00:23:11,750 --> 00:23:14,450
would be divvied up by advisor.

602
00:23:14,950 --> 00:23:17,710
So if you have advisors that are comfortable

603
00:23:17,710 --> 00:23:19,850
sharing the same database, meaning like they can

604
00:23:19,850 --> 00:23:21,350
see each other clients, well, then you only

605
00:23:21,350 --> 00:23:21,810
need one.

606
00:23:22,230 --> 00:23:24,430
But if there may be two separate practices

607
00:23:24,430 --> 00:23:26,330
and they're doing something more of a revenue

608
00:23:26,330 --> 00:23:28,650
share model, you would have two subscriptions.

609
00:23:29,250 --> 00:23:31,150
Process to get it worked in is pretty

610
00:23:31,150 --> 00:23:31,530
quick.

611
00:23:31,690 --> 00:23:33,750
So right off the jump, you'll be able

612
00:23:33,750 --> 00:23:36,730
to create a prospect on day one, and

613
00:23:36,730 --> 00:23:39,310
that happens after your initial meeting with the

614
00:23:39,310 --> 00:23:39,530
client.

615
00:23:39,930 --> 00:23:42,850
So generally what we'll do during training is

616
00:23:42,850 --> 00:23:44,650
get the advisor to understand that we are

617
00:23:44,650 --> 00:23:47,310
not here to change your workflow, and it's

618
00:23:47,310 --> 00:23:48,290
just here to improve it.

619
00:23:48,390 --> 00:23:49,230
So what we want you to do is

620
00:23:49,230 --> 00:23:52,030
go through your normal process of having a

621
00:23:52,030 --> 00:23:55,650
client meeting with the prospect, getting their, for

622
00:23:55,650 --> 00:23:59,970
us, their name, their email, and their phone

623
00:23:59,970 --> 00:24:01,370
number, because we're gonna need to send them

624
00:24:01,370 --> 00:24:04,510
this link, and just upfront let them know

625
00:24:04,510 --> 00:24:08,290
that we're gonna send them an onboarding tool

626
00:24:08,290 --> 00:24:08,910
to them.

627
00:24:08,990 --> 00:24:12,110
It can be slightly white-labeled to the

628
00:24:12,110 --> 00:24:13,030
advisor as well.

629
00:24:13,110 --> 00:24:15,030
We didn't wanna disrupt that to enter in

630
00:24:15,030 --> 00:24:17,130
who is Overview and why are they contacting

631
00:24:17,130 --> 00:24:17,430
me.

632
00:24:17,570 --> 00:24:19,730
It's white-labeled more so towards the advisor.

633
00:24:20,650 --> 00:24:25,930
And that's largely the, I'd say the work

634
00:24:25,930 --> 00:24:27,330
it takes to get it off the ground

635
00:24:27,330 --> 00:24:30,670
is really that it's just a conversation between

636
00:24:30,670 --> 00:24:32,390
you and the client and letting them know

637
00:24:32,390 --> 00:24:34,210
that they should expect a text from you

638
00:24:34,210 --> 00:24:36,070
with further onboarding instruction.

639
00:24:37,110 --> 00:24:38,950
As you progress here, maybe there's an opportunity

640
00:24:38,950 --> 00:24:43,950
to integrate with a CRM down the road

641
00:24:43,950 --> 00:24:48,130
or integrate with other tools and tech that

642
00:24:48,130 --> 00:24:48,950
might be helpful.

643
00:24:49,130 --> 00:24:52,330
I guess what's the vision longer term, John,

644
00:24:52,410 --> 00:24:55,530
how you feel like firms might use Overview

645
00:24:55,530 --> 00:24:57,690
initially as the onboarding tool that integrate it

646
00:24:57,690 --> 00:24:59,890
with other areas of their practice?

647
00:25:00,130 --> 00:25:03,810
Right now, some of the big pain points

648
00:25:03,810 --> 00:25:05,830
that we also hear in wealth management is

649
00:25:05,830 --> 00:25:08,350
we just don't want another tool, right?

650
00:25:08,430 --> 00:25:10,770
We have enough tools, we want one platform.

651
00:25:11,150 --> 00:25:13,190
And that's very cyclical in a lot of

652
00:25:13,190 --> 00:25:14,950
businesses and in tech especially.

653
00:25:15,130 --> 00:25:17,270
It's kind of like get the bundle and

654
00:25:17,270 --> 00:25:18,830
then we de-bundle it because we don't

655
00:25:18,830 --> 00:25:19,490
want that anymore.

656
00:25:19,790 --> 00:25:21,070
Get the bundle, de-bundle it.

657
00:25:21,490 --> 00:25:24,010
And we are currently what we'd call de

658
00:25:24,010 --> 00:25:24,330
-bundled.

659
00:25:24,330 --> 00:25:27,950
The benefits of de-bundled platform is you're

660
00:25:27,950 --> 00:25:28,610
very niche.

661
00:25:28,810 --> 00:25:30,890
You are very in love with the current

662
00:25:30,890 --> 00:25:32,210
problem that you solve.

663
00:25:32,370 --> 00:25:36,830
And oftentimes those are the products that really

664
00:25:36,830 --> 00:25:39,930
have the greatest edge against the big bundled

665
00:25:39,930 --> 00:25:40,470
platforms.

666
00:25:41,090 --> 00:25:44,610
So right now we're focusing on ensuring that

667
00:25:44,610 --> 00:25:47,690
we are first solving the problem that we're

668
00:25:47,690 --> 00:25:48,770
setting out to do.

669
00:25:49,210 --> 00:25:51,330
And then too long-term, as you mentioned,

670
00:25:51,330 --> 00:25:54,670
is getting into, okay, yes, you need to

671
00:25:54,670 --> 00:25:55,990
have integration long-term.

672
00:25:56,250 --> 00:25:58,630
You do not want many applications that do

673
00:25:58,630 --> 00:26:00,370
not have the ability to talk to themselves.

674
00:26:00,990 --> 00:26:04,310
Luckily though, everyone has kind of come to

675
00:26:04,310 --> 00:26:05,110
that conclusion.

676
00:26:05,470 --> 00:26:09,650
So a lot of tech is becoming to

677
00:26:09,650 --> 00:26:13,430
the point where integration is more of a,

678
00:26:14,370 --> 00:26:16,830
I would say it exists.

679
00:26:17,030 --> 00:26:19,730
So it's not something that can't be done.

680
00:26:19,730 --> 00:26:21,490
So long-term, once we're ready for that

681
00:26:21,490 --> 00:26:23,630
feature in the roadmap, it can be turned

682
00:26:23,630 --> 00:26:26,650
on, things like connecting to a CRM or

683
00:26:26,650 --> 00:26:30,010
connecting into something that's even more robust like

684
00:26:30,010 --> 00:26:32,310
client reporting, so on and so forth.

685
00:26:32,450 --> 00:26:34,630
It's not an ask that's impossible.

686
00:26:35,330 --> 00:26:38,810
It's just a matter of have you first

687
00:26:38,810 --> 00:26:42,550
solved a problem for the client?

688
00:26:43,090 --> 00:26:46,430
Because tech integration is a problem, but a

689
00:26:46,430 --> 00:26:49,670
whole nother problem is separate from the onboarding

690
00:26:49,670 --> 00:26:49,990
problem.

691
00:26:50,410 --> 00:26:51,010
Yeah, that makes sense.

692
00:26:51,170 --> 00:26:55,650
So evolvement over time as things change with

693
00:26:55,650 --> 00:26:59,190
practices and the first onset is to solve

694
00:26:59,190 --> 00:27:01,690
the onboarding side, but then maybe there's some

695
00:27:01,690 --> 00:27:03,510
integration that can happen beyond that.

696
00:27:03,830 --> 00:27:05,550
Tell me a little bit about the ideal

697
00:27:05,550 --> 00:27:10,290
practice for your tool and what's, naturally, I

698
00:27:10,290 --> 00:27:12,390
know it could probably fit many different practices,

699
00:27:12,510 --> 00:27:15,610
but is there an ideal practice size or

700
00:27:15,610 --> 00:27:19,290
team that you're looking to get in front

701
00:27:19,290 --> 00:27:20,450
of and think you can really help?

702
00:27:21,630 --> 00:27:25,790
Yep, I think the ideal practice could really

703
00:27:25,790 --> 00:27:29,070
just be boiled down to if you're a

704
00:27:29,070 --> 00:27:30,870
team that is experiencing growth.

705
00:27:32,050 --> 00:27:36,210
And that's because if you have growth, meaning

706
00:27:36,210 --> 00:27:40,310
you're taking on new clients, there's a strong

707
00:27:40,310 --> 00:27:43,870
likelihood that this idea and this problem really

708
00:27:43,870 --> 00:27:44,770
resonates with you.

709
00:27:45,370 --> 00:27:48,390
And if you're otherwise not, you might view

710
00:27:48,390 --> 00:27:51,630
it more as that would be nice to

711
00:27:51,630 --> 00:27:53,090
have, but not a must.

712
00:27:53,570 --> 00:27:56,230
So really the ideal practice that we're searching

713
00:27:56,230 --> 00:27:58,890
for right now are the teams that are

714
00:27:58,890 --> 00:28:01,290
pursuing growth in some way.

715
00:28:01,650 --> 00:28:04,950
But size-wise, no, we'll work with really

716
00:28:04,950 --> 00:28:08,730
any size firm and we're capable of, again,

717
00:28:08,770 --> 00:28:12,210
as I previously mentioned, segregating out advisors as

718
00:28:12,210 --> 00:28:14,050
well if they need that growth.

719
00:28:14,430 --> 00:28:15,930
Those are the people that we love to

720
00:28:15,930 --> 00:28:16,310
talk to.

721
00:28:17,070 --> 00:28:18,790
Yeah, so it sounds like the pain point

722
00:28:19,410 --> 00:28:21,990
you're aiming to solve is really somebody that's

723
00:28:21,990 --> 00:28:24,830
onboarding a significant amount of clients regularly.

724
00:28:24,990 --> 00:28:26,670
So they're in growth mode, they're in business

725
00:28:26,670 --> 00:28:30,870
development mode, they're out there adding new clients

726
00:28:30,870 --> 00:28:31,790
on a regular basis.

727
00:28:31,790 --> 00:28:33,210
That's where this tool can really have an

728
00:28:33,210 --> 00:28:38,510
impact for, I would assume, efficiency processes, helping

729
00:28:38,510 --> 00:28:41,010
create capacity for different team members.

730
00:28:41,210 --> 00:28:42,310
That's really the key.

731
00:28:43,270 --> 00:28:45,450
Yeah, we really wanna be able to make

732
00:28:45,450 --> 00:28:49,330
it so that the advisor who is actively

733
00:28:49,790 --> 00:28:53,110
in a sales-type role or mindset can

734
00:28:53,110 --> 00:28:55,270
either get back to that next prospect in

735
00:28:55,270 --> 00:28:58,590
front of them or at the very least

736
00:28:58,590 --> 00:29:01,750
nurture and improve the current relationship they have

737
00:29:01,750 --> 00:29:02,350
with their clients.

738
00:29:02,870 --> 00:29:06,010
That's the goal on their end and we

739
00:29:06,010 --> 00:29:07,890
think that we can really do that if

740
00:29:07,890 --> 00:29:10,110
we can get it so that the client

741
00:29:10,110 --> 00:29:11,950
has a great experience, advisor has a great

742
00:29:11,950 --> 00:29:15,510
experience and just pick up time through that

743
00:29:15,510 --> 00:29:16,110
whole process.

744
00:29:17,150 --> 00:29:18,550
John, what did I miss?

745
00:29:18,570 --> 00:29:20,910
Anything that we should have asked you today

746
00:29:20,910 --> 00:29:22,870
that we didn't, that you wanted to cover

747
00:29:22,870 --> 00:29:26,390
as it relates to your product and how

748
00:29:26,390 --> 00:29:27,210
to best position it?

749
00:29:27,930 --> 00:29:30,370
I think you did a great job asking

750
00:29:30,370 --> 00:29:33,790
me a whole bunch of follow-up questions

751
00:29:33,790 --> 00:29:35,690
and really getting down into it.

752
00:29:35,770 --> 00:29:38,970
I think the biggest takeaways really are the

753
00:29:38,970 --> 00:29:39,590
rule three.

754
00:29:40,090 --> 00:29:44,570
I think people understand that onboarding takes too

755
00:29:44,570 --> 00:29:44,890
long.

756
00:29:45,190 --> 00:29:47,090
It involves oftentimes too many people.

757
00:29:47,750 --> 00:29:49,430
I think another takeaway is if you can

758
00:29:49,430 --> 00:29:52,210
agree that the client experience isn't where it

759
00:29:52,210 --> 00:29:52,610
should be.

760
00:29:53,250 --> 00:29:55,110
You have advisors out there that have 98

761
00:29:55,110 --> 00:29:56,030
% retention.

762
00:29:56,470 --> 00:29:58,790
I can't imagine that everyone can be that

763
00:29:58,790 --> 00:29:59,070
good.

764
00:29:59,390 --> 00:30:00,930
There must be something else going on there

765
00:30:00,930 --> 00:30:03,210
and I think we do believe that it

766
00:30:03,210 --> 00:30:05,210
has to do with the idea that it's

767
00:30:05,210 --> 00:30:07,830
painful to move and you brought that up

768
00:30:07,830 --> 00:30:08,210
as well.

769
00:30:08,870 --> 00:30:10,970
And then I think finally, the big takeaway

770
00:30:10,970 --> 00:30:12,970
is that this problem has been solved.

771
00:30:13,430 --> 00:30:15,950
It's not a problem that cannot be solved

772
00:30:15,950 --> 00:30:17,150
or won't be solved.

773
00:30:17,690 --> 00:30:19,330
It just, you just need to come to

774
00:30:19,330 --> 00:30:22,870
the agreement that it gets solved in the

775
00:30:22,870 --> 00:30:25,090
front end of the funnel.

776
00:30:25,250 --> 00:30:28,030
It gets solved in the intake process, not

777
00:30:28,030 --> 00:30:31,890
in the back office process, but it gets

778
00:30:31,890 --> 00:30:33,090
solved first with the client.

779
00:30:33,650 --> 00:30:36,670
And those are probably the three takeaways that

780
00:30:36,670 --> 00:30:40,930
it takes time, it's painful and that there's

781
00:30:40,930 --> 00:30:41,790
no standardization.

782
00:30:42,210 --> 00:30:43,310
That's really it.

783
00:30:44,310 --> 00:30:47,670
Yeah, solving from the onset, the first real

784
00:30:47,670 --> 00:30:51,030
onboarding process that the client's gonna move through

785
00:30:51,030 --> 00:30:54,230
to make that easy certainly sets the foundation

786
00:30:54,230 --> 00:30:55,350
for a good client experience.

787
00:30:55,350 --> 00:30:57,630
Yeah, we really do see it also as

788
00:30:57,630 --> 00:30:59,290
an opportunity for advisors.

789
00:30:59,450 --> 00:31:03,010
I mean, those first year or even less,

790
00:31:03,090 --> 00:31:05,510
hundred days or so that you're with your

791
00:31:05,510 --> 00:31:08,750
initial brand new client prospect, that's when they're

792
00:31:08,750 --> 00:31:10,870
most excited with you.

793
00:31:10,990 --> 00:31:13,690
They're oftentimes sharing the experience that they either

794
00:31:13,690 --> 00:31:17,230
had, whether it was painful or enjoyable in

795
00:31:17,230 --> 00:31:17,990
making that move.

796
00:31:18,130 --> 00:31:20,410
And that's when I always found that we

797
00:31:20,410 --> 00:31:23,150
would pick up possibly the most likelihood of

798
00:31:23,150 --> 00:31:23,850
getting a referral.

799
00:31:23,850 --> 00:31:25,710
They would say, okay, great.

800
00:31:25,790 --> 00:31:27,190
Now that I'm here and I trust you,

801
00:31:27,590 --> 00:31:30,010
I wanna give your, pass your name on

802
00:31:30,010 --> 00:31:30,490
to a friend.

803
00:31:30,830 --> 00:31:33,290
And it would typically be in that less

804
00:31:33,290 --> 00:31:34,210
than one year window.

805
00:31:35,010 --> 00:31:36,930
And so I think really it's, you have

806
00:31:36,930 --> 00:31:38,070
to nail onboarding.

807
00:31:38,130 --> 00:31:40,610
And if you can nail onboarding, people will

808
00:31:40,610 --> 00:31:44,170
start to leave their advisor, their current advisor

809
00:31:44,170 --> 00:31:45,150
and move to you.

810
00:31:46,250 --> 00:31:48,010
Yeah, I totally agree there.

811
00:31:48,050 --> 00:31:49,710
Not to mention the work that we do.

812
00:31:49,810 --> 00:31:52,230
I think one of the things firms are

813
00:31:52,230 --> 00:31:56,370
always looking for is to capture more capacity

814
00:31:57,050 --> 00:31:59,770
from some of their support team members.

815
00:32:00,290 --> 00:32:03,450
And I think one of the major pain

816
00:32:03,450 --> 00:32:05,090
points, I think, one of the things that

817
00:32:05,090 --> 00:32:07,310
maybe a client service associate or service advisor

818
00:32:07,310 --> 00:32:10,290
likes to do the least is probably all

819
00:32:10,290 --> 00:32:11,490
that client follow-up.

820
00:32:11,590 --> 00:32:13,450
They feel like sometimes they're being a nuisance.

821
00:32:13,570 --> 00:32:14,570
They're tracking people down.

822
00:32:14,690 --> 00:32:15,510
The client doesn't like it.

823
00:32:15,550 --> 00:32:16,370
They don't like it.

824
00:32:16,750 --> 00:32:18,270
So if you can solve that problem, creates

825
00:32:18,270 --> 00:32:21,250
capacity, take some of the tough aspects of

826
00:32:21,250 --> 00:32:22,310
the job away.

827
00:32:22,610 --> 00:32:25,450
I think that solves for just a more

828
00:32:25,450 --> 00:32:27,730
efficient and productive firm too.

829
00:32:28,170 --> 00:32:30,530
So really cool that you're aiming to solve

830
00:32:30,530 --> 00:32:32,930
that and are starting to make an impact

831
00:32:32,930 --> 00:32:34,530
there with different practices.

832
00:32:35,130 --> 00:32:36,370
Happy to have you as a new tech

833
00:32:36,370 --> 00:32:39,430
partner, John, of the FPA of New England

834
00:32:39,430 --> 00:32:39,710
here.

835
00:32:39,790 --> 00:32:42,350
So excited to have you in overview on

836
00:32:42,350 --> 00:32:42,970
board.

837
00:32:43,230 --> 00:32:44,770
I know we'll see you at some meetings

838
00:32:44,770 --> 00:32:46,930
and you'll be involved in doing some webinars

839
00:32:46,930 --> 00:32:48,110
and things of that nature.

840
00:32:48,110 --> 00:32:51,430
But if an FPA member or listener wants

841
00:32:51,430 --> 00:32:53,250
to reach out to you, what's the best

842
00:32:53,250 --> 00:32:54,130
way to get in contact?

843
00:32:54,630 --> 00:32:57,370
Through any of our socials or through our

844
00:32:57,370 --> 00:32:57,850
website.

845
00:32:58,270 --> 00:33:00,490
On there, you can find plenty of contact

846
00:33:00,490 --> 00:33:03,510
information, even a link if you want us

847
00:33:03,510 --> 00:33:04,510
to reach out to you.

848
00:33:04,950 --> 00:33:06,830
A lot of good resources on that website

849
00:33:06,830 --> 00:33:07,330
as well.

850
00:33:07,490 --> 00:33:09,290
You can even walk yourself through a demo.

851
00:33:09,750 --> 00:33:12,250
If you're someone who doesn't wanna be pitched

852
00:33:12,250 --> 00:33:13,810
to, you can go ahead and do your

853
00:33:13,810 --> 00:33:14,770
own sales discovery.

854
00:33:14,770 --> 00:33:17,870
So I would really advise going to the

855
00:33:17,870 --> 00:33:18,210
website.

856
00:33:18,870 --> 00:33:19,290
Excellent.

857
00:33:19,430 --> 00:33:20,990
So we'll put all those details in the

858
00:33:20,990 --> 00:33:21,490
show notes.

859
00:33:21,690 --> 00:33:23,690
So if somebody wants to visit the site

860
00:33:23,690 --> 00:33:24,970
or take a look at your socials, they

861
00:33:24,970 --> 00:33:25,690
can do so.

862
00:33:26,050 --> 00:33:29,170
We thank you for coming on today, John,

863
00:33:29,230 --> 00:33:30,810
and looking forward to seeing you at the

864
00:33:30,810 --> 00:33:31,710
meetings going forward here.

865
00:33:32,370 --> 00:33:32,690
Excellent.

866
00:33:32,790 --> 00:33:33,610
Thank you so much, Michael.

867
00:33:33,710 --> 00:33:34,970
And we're proud to be a partner.

868
00:33:35,550 --> 00:33:37,290
If you'd like to learn more about the

869
00:33:37,290 --> 00:33:41,430
Financial Planning Association or FPA New England, visit

870
00:33:41,430 --> 00:33:46,290
our websites, financialplanningassociation.org for the National Association

871
00:33:46,290 --> 00:33:48,930
or fpanewengland.org.

872
00:33:49,050 --> 00:33:51,750
You can learn more about our organization and

873
00:33:51,750 --> 00:33:53,290
all the upcoming chapter events.

874
00:33:53,830 --> 00:33:54,610
We hope you'll join.

875
00:33:55,190 --> 00:33:57,490
That's fpanewengland.org.

876
00:33:57,910 --> 00:33:59,950
Until next time, have a wicked good day.