Transcript Contact Management

Contact
Management
Kathleen Young
First Clearing
Growth Consultant
314-413-1803
[email protected]
WIIFY

SmartStation Contact Management is an
excellent tool to document
communication with all your contacts
whether they’re clients, prospects or
leads. Whenever you talk with contacts
you should record the conversation,
particularly if you offered advice on your
client’s investments.
WIIFY cont’d

Contact Management’s Contact Search allows you to create reports for contacts across your book
of business, including Contact Detail, Contact List, Phone Book, and Service Level reports. These book
level reports are based on lists of contacts you create and may include all of your contacts or a
specific segment of your book.
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SmartStation Contact Management has extensive search capability to help you manage your book
of business. Repetitive search criteria can be saved to streamline your process with subsequent
searches.
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Saved Searches are dynamic and are executed each time the Saved Search is selected and
the results are refreshed according to the search criteria. Perhaps you would like to do some
target marketing to clients who are approaching retirement age. Since this information is
constantly changing, a Saved Search would give you the latest list of clients who meet these
criteria.
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Saved Lists are typically created for one-time use. Say you wanted to host a seminar to show
your clients the benefits of saving for their children’s education. Using the Contact Search
function, you can create your Saved List of invitees so you can keep track of who’s coming,
who’s not and who needs information mailed to them.
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Service Level Management helps you set and maintain service levels standards for your contacts.
The purpose of SLM is to assist you in being proactive when managing interactions with your contacts.
To get started using Envision, you have to utilize the client information screen in contact
management!

Adding, Editing & Deleting
Household contacts
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To manage your relationships in
SmartStation Contact Management, it is
important to know how to efficiently add,
edit and delete contacts.
Getting Started
To add an additional contact to an existing household, bring the 5. Select Profiles and
desired account or household into SmartStation context and go to Preferences tabs to add
Client Mgmt > Contact Management > Contact Information.
additional information
1. Select the Add button in Relationship Summary zone.
2. The Details tab is the default view. Complete at least First
Name, Last Name, Date of Birth, Gender and Role.
3. Add Communications entries for contact. See “Managing
Communications” for more information.
4. Add Addresses entries for contact. See “Managing
Addresses” for more
information.
about contact. See “How
To Manage Profiles And
Preferences Zone In
SSCM” for more
information.
6. Select desired button to
save changes. “Save and
Go to Contact” will take
you back to the CM
screen. “Save and Add
Another” will allow you to
add another Second Client
or Dependent to the
Household.
First Client, Second Client &
Dependents
Editing Role
Assignments
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Please note there can only
be one First Client and one
Second Client. You can
add an unlimited amount
of Dependents. Before you
begin, bring the desired
account or household into
SmartStation context and
go to Client Mgmt >
Contact Management >
Contact Information
Deleting a Contact is Easy
Client Segmentation
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The Segment value in SmartStation Contact Management is used
to group your Firm Households according to their importance with
values ranging from No Segment to AAA. You can Segment your
contacts using your preferred method.
One method that has been successful is using AUM plus other
factors. The value of any relationship is not measured by AUM or
Revenue alone, especially within your A or top-Segment
households. You may further stratify your A segment based on the
Attitude and Advocacy characteristics of each A household.
The AAA Analysis is set up on the premise that not all A clients are
equal. Ideal Clients bring a combination of assets, attitude and
advocacy to your practice. Based on this concept, you may
decide an A client who has a good attitude and provides referrals
should get more of your time and attention than a client who
meets only asset requirements.
Client Segmentation
Adding Notes
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It’s easy to enter conversations and “ongoing
advice” in Contact Information via the Notes
Zone or the Add Note button.
On Client Mgmt > Contact Management >
Contact Information put your cursor in the
empty Quick Notes space and start typing. Be
sure to include what was discussed, the
advice you offered, the client’s response and
any action required on your part.
Tip: enter notes at the Contact level.
This way, conversations with a
specific household member can be
viewed at the contact level plus all
contact level notes are displayed.
Don’t forget to click the SAVE icon before leaving the
contact Info screen or your note will not save.
Setting Service Levels
Envision
1
2
VERY IMPORTANT!
Support
 Contact

Management:
800-775-7041 option 7 sub option 1
TRAINING
Q&A