The new system gives NZ Funds’ financial advisors more tools and options. The old system was deeply embedded in their businesses so, for some, it was a steep learning curve, while others are delighted with an already familiar web-style browsing interface, the comprehensive level of data accessibility, and the ability to send SMS messaging to clients through the CRM.
Financial advisors now have 24/7 online access to the solution through their choice of mobile device. No longer locked into a desktop system delivered via a Citrix app, they can now use the tools they need with a secure single sign-on — anytime, anywhere.
“Our advisors can use Outlook on their smartphones to set up client appointments and make notes about engagement, and know that these can be entered directly into the CRM. It’s far more efficient.”
Fusion5 applied NZ Funds’ already well-defined and automated business processes (like generating service agreements and finance plans) to the configuration of Dynamics CRM, so their financial advisors still have their familiar functionality at hand. In time, NZ Funds may revisit some of the processes, especially where Dynamics CRM offers best-practice improvements in workflows.
Client-centric online applications like NZ Funds’ MyWealth and Kiwisaver Online were also integrated into the CRM. Clients now have access to their latest balances which is a significant step forward in client service.
Although a large project, Doak says that it ran to time and budget. There was a tight focus on the initial requirements to avoid scope creep. A strong relationship with the Fusion5 Microsoft team and clear, responsive communications kept the project and relationship firmly on track.
The big plan
NZ Funds is on a multi-year technology journey to transform the company and the client experience it delivers.
“Dynamics CRM is a key pillar in our IT road map. It supports our move to upgrade core legacy business solutions and infrastructures, and our progressive digitising of the business.”
Philip Doak | Director & Chief Operating Officer, NZ Funds
And with Dynamics CRM and Fusion5, this has taken a strong step forward.