Client relationships are the cornerstone of Compass Financial Services’s business. So it’s no surprise that Michele Bjorkgren, a financial planner with the firm, and her colleagues use Act! to manage detailed client interactions and information. “We use Notes and History tabs until smoke is coming out of the top of our computers because we have to document so much,” says Bjorkgren. With the help of their Act! Certified Consultant, “we’ve completely customized the database for what we needed.”
The wealth of information that Act! can store lets Bjorkgren personalize her service. “When a client walks in, I can have a Diet Coke on ice ready for them because I know that is their favorite drink,” says Bjorkgren. “That’s how we really use Act!, to know our clients so personally. They’re not just coming in for a meeting. It becomes an experience.”
“That’s how we really use Act!, to know our clients so personally. They’re not just coming in for a meeting. It becomes an experience.”
Bjorkgren and her co-workers also rely heavily on the ability to take Act! with them on a mobile device when they’re away from their computers. “We can be on the road, and if I’m late to go meet a client I can look up the client on my smartphone and boom, give them a call,” says Bjorkgren.
Act! also helps the Compass Financial Services team analyze the success of their sales efforts, using contact records and in-app reporting to target particular demographics and assess the quality of their referrals. “We can track when a client originally contacted us, when the initial meeting was, and when they actually became a client,” says Bjorkgren. “From this we can measure how long our sales cycle is taking us.”
“There are other CRMs out there that are financial planning investment professional-specific that we’ve had people knock on our door to sell us,” says Bjorkgren. “We’re not considering them, because we’re used to Act!. We know what we’re doing."