Keystone Financial Management

1
Keystone Financial Management

• A John Hancock Member Firm
• Nick Wynne
• Marketing Director

2
Keystone Financial Management

• 5 Branch Offices in Eastern PA
• 50 Associates
• Servicing over 80,000 contacts
• Clients (has assigned associate)
• Orphans (JH policy holder without assigned
  servicing associate)
• No Centralized, Uniform tracking system that
  brought all contact management together.

3
No Uniform Contact Management?

• Problems
• Clients being contacted and marketed to as
  orphans
• Incoming leads not being tracked by firm
• Misclassification of client vs. orphan from JH
• Firm was far too reliant on associates to follow
  proper practices within their own system
• Again, not centralized. Little Accountability

4
Solution?

• EZ-Data and Smart Office is now, and looks to be
  the answer to all these issues.
• 1. Contact Management
• 2. Compliance
• 3. Succession Planning
• 4. Recruiting
• 5. Policy Tracking
• Rolling out the system in steps across the entire
  firm.
• Too much is confusing, difficult to train, leads
  to Internet Intimidation

5
Rollout Process

• A data import of all existing records of any KFM
  policy holders
• Clean-up of data, training of key people, user
  management system developed
• Security measures and control at comfortable
  level
• Sept. 06- roll out to a group of 9 pilot users
• Training, pros vs. cons, modules evaluations,
  realization of order of operations
• Feb. 07- roll out to all associates on a
  mandatory basis to utilize contact management.
  52 Users Enabled.

6
John Hancocks Goal

• Have KFM pilot the initial project to determine
  effectiveness
• Determine module use
• Determine producer hurdles and goals
• Determine firm hurdles and goals
• Determine Possibilities for
• Contact Management
• Compliance
• Succession Planning
• Recruiting

7
KFM Firm Level Initiatives Using Smart Office

• Track leads (orphans or outside)
• Create proper habits in the manor of
  communication and service to our contacts
• Turn our Customers into Clients Advocates
• Create a hierarchy of security within the system
  to allow sales managers and teams to work easily
  together
• Accountability and Tracking
• Succession planning- very simple for senior
  associates to carve out portions of the BOBs,
  working with a junior associate on contact
  management, tracking activity and corresponding
  results
• Compliance- smart pads replace contact logs
• Also, tech-savvy associates have begun scanning
  all documents to become nearly 100 paperless

8
KFM Firm Level Initiative Using Smart Office
(Cont.)

• Retired/Terminated associates BOBs can be
  easily contacted and reassigned
• Marketing becomes centralized
• Letter library
• Recruiting
• We now have a manageable system to generate leads
  for new recruits
• We now also have a much clearer vision of
  succession, leading to vast opportunities for
  successful junior associates

9
Tracking Leads/Contact Management

• Allows exclusive assignment to JH generated
  orphan leads- Much less chaos!
• Allows sales managers to closely track sales
  teams activity- through, proxy, smart pads, and
  calendars
• Allows management to closely track sales managers
• Ease of ACCOUNTABILITY has become amazing!
• Within the firm generated lead programs, random
  smart pad checks to determine proper contact and
  use of Smart Office

10
Proactive Marketing Realized

• Now that the data has been quantified, cross-sell
  possibilities are endless
• Direct mailing campaigns leveraged by firm are
  easily tracked
• Client Appreciation Events
• Importing prospecting lists
• Marketing campaigns/mass communication easily
  tracked

11
Producer Pros

• Compliance issues cut down
• Hard Copy client logs- basically gone
• Assignment and contact issues with clients,
  orphans, and prospects- basically gone
• Ease of Succession and joint work with junior
  associates
• Allows for customized classification and
  knowledge of their BOB

12
Producer Cons?

• Cost- upon realization of the system capabilities
  and time saved nearly vanished
• Internet Intimidation- provide on-site visits to
  branch offices, web-cast training seminars
  between offices, terrific Help-Desk available
  during most business hours
• No Time- some campaigns can be leverage at a firm
  level for a minor cost to associates. Promise of
  time being saved, upon investing the initial time
  to learn

13
In Conclusion

• We have just begun to scratch the surface on the
  capabilities of Smart Office being utilized
  within KFM
• Endless possibilities realized
• Step by step we will implement
• Great thanks to EZ-Data, the entire
  support/training staff from not only myself, but
  also all the current users
• Amazing Feedback!