Before getting started with this lesson, we recommend taking some time to:
Create an active client tag group, and review your other tag groups
Identify key stakeholders (who is doing the work) and their role on the client service team (ie. the “advisor”, “financial planner”, “service associate”, etc)
Moving away from multiple systems when it comes to tracking ongoing client service needs, such as spreadsheets, to-do lists, CRM tasks, sticky notes, and calendar reminders will allow you to:
Create visibility into individual client progress and overall team workload
Standardize the experience for your clients by templating common requests
Increase compliance through pre-assignment of tasks and automated reminders
Reduce operational burden by leveraging service teams and user roles, and configuring next workflows and automation
Streamline and create efficiency over time by iterating and optimizing steps
Managing Ongoing Client Service before Hubly
More often than not, we see client service teams rely on a growing collection of tools and habits to track and manage the follow-through of ongoing client service tasks. This creates multiple sources of truth for your team to stay on top of.
As things pick up, it becomes impossible to see an overview of what is being worked on, and what needs attention at a glance.
Despite creating flexibility for each team member to choose how they prefer to work, by and large, so many sources of truth do more harm than good:
Providing little visibility over all of your clients — requiring time-consuming client-by-client reviews and making it difficult, if not impossible, to spot bottlenecks.
Making it more difficult to follow up on a particular client’s needs — requiring you and your team to constantly check in on where things are at with client projects and long-term needs.
Doing little to create repeatability and consistency — with each team member having a slightly personalized way of doing the same things, it becomes difficult to spot inefficiencies and scale a consistent client experience.
Here at Hubly, we recommend taking a simple 3-step approach to planning key processes based on best practices that we’ve seen work time and time again for hundreds of users.
Plan the stages — These are your Workflows. Think of them as gates that can break up a larger Process, giving you visibility as you move your clients through.
Plan the tasks — Getting the level of detail right is tricky, and we recommend starting simple and taking the time to drive at least one real client through a Workflow prior to adding any additional complexity.
Introduce automation — There are many ways to automate away time-consuming and manual steps in Hubly, but the only helpful automation is the one that actually saves you time.
Plan the stages
You can get started by selecting client service Workflow templates in Hubly:
In this case, each Workflow represents an individual request and is not usually related to another directly:
Clients can be added to any Workflow and make it easy for your team to see where everyone is at, identify bottlenecks, and spot what needs attention:
Plan the tasks
Long, run-on lists of lists of Tasks make it difficult to understand progress at a glance and often make those using these task lists feel micromanaged instead of empowered.
The best practice is to always keep things simple, we recommend keeping your Task lists concise and to the point.
Not only is it easier to get started this way, but you will also end up creating a Workflow that will actually be used to drive work and see next steps with ease.
Double-click on any templated Workflow to review its default list of Tasks:
You will see that Hubly templates are designed in such a way that makes it easy to bookmark the progress being made — allowing anyone on your team to see exactly where things left off, at a glance:
Start by reviewing this templated list of Tasks and adjusting it to work for your team. You can select the text of any Task to edit it:
You can re-order Tasks by using the grip lines along the left:
Tasks can be deleted through their in-line menu:
Select Add Task to create a new Task:
Document the details
Tasks should help your team standardize the experience that you want your clients to receive, without micromanaging the person working through them.
We often see long Task lists (or sub Tasks) used to capture all of the nuances that ensure your I’s are dotted and T’s crossed. But checking off these steps every single time, for every single client quickly becomes time-consuming and clunky.
To avoid creating cluttered, long task lists, we recommend capturing additional details or instructions as Descriptions within those tasks:
Select the Task Details icon to add a description or select Edit Task Details to edit an existing description:
Descriptions can also be used to keep important “bookmarks" such as meeting scheduling links, data collection forms, or resources within reach:
Or to provide a template for structured notes to be recorded for consistency across team members:
Tip: Hubly is built to be flexible, and Task Descriptions are no different. These can be edited and customized for every Client that you add to this Workflow. We recommend setting up the Description field to outline all document types to be collected for the preparation of a tax return and paring that list down by whoever manages that Workflow for a client, allowing them to capture client-specific needs.
As your team grows, different responsibilities will be shared between team members — in Hubly we refer to these as User Roles.
Hubly makes it easy to pre-assign Tasks directly to specific Users, or to Roles that can be shared between multiple users:
Automating Task delegation and prioritization
Hubly makes it easier than ever before to ensure that nothing slips through the cracks without requiring time-consuming, manual review, prioritization, and delegation of work.
That’s why when planning your Workflow Tasks, we recommend always ensuring that every Task is pre-assigned and that a Reminder is set for follow-up Tasks and Tasks that pass the Workflow from one user to another:
You can assign Tasks to a user or Role by selecting the user icon to the left of a Task's name and selecting the desired user or Role name:
You can configure automatic Reminders to keep work flowing by clicking the bell icon to the right of a Task’s name:
Reminders can be set to come due relative to when a Client was added to the Workflow, or when the Task immediately before it was completed:
This way, when a Client is added to the Workflow, every Task will automatically be delegated to the right person on that client's team, and automatic reminders will be set as these Tasks are completed — ensuring that nothing slips through the cracks:
Tasks with Reminders will be summarized for every user in the HubFeed, making it easy to see a short list of Tasks that need their attention:
This makes it easy to see exactly who is working on every Client, and what needs to be prioritized at a glance:
Tip: Use the Filter menu to quickly filter your dashboard by assigned User or Role, and by status to create a focused view of urgent and upcoming to-dos.
Staying on top of ongoing client service needs can often involve many manual reminders and spreadsheets that are prone to mistakes and errors. Hubly can help you eliminate these by configuring Workflow Rules and connecting your account to Zapier.
We recommend using Streams and/or Tag Groups to quickly and visually categorize all of your current clients as Active Clients:
Located in the client card, Streams make it quick and easy for everyone on your team to know exactly who they are working on and what's important to that contact at a glance:
We recommend using Tags to track other important information in a structured way. Tags are excellent for tracking details such as preferred meeting frequency, needs (such as RMDs), accounts, custodians, and AUM brackets:
Add/Remove Stream or Tag Rule
The Add/Remove Stream or Tag Rule can be leveraged to automatically categorize (or de-categorize) contacts as they are moved through your service Workflows.
To start with a Rule already in a template, simply double-click on an existing Rule, or select the in-line menu to edit:
You can create a new rule by selecting “Add Rule”:
Simply configure this type of rule to add or remove a specific stream or tag when a client is moved through the Workflow:
We recommend utilizing the Repeating Rule to add clients to a client service Workflow during a specific time of year — these types of rules make it easy to implement an annual service calendar (conducting specific reviews for relevant clients during specific calendar months):
Tip: You can use Tag Groups to track specific client needs and create multiple Repeating Rules to add clients to Workflows accordingly.
Although some client service work is triggered as a result of needs or life changes/milestones identified during client review meetings, many long-term service Workflows are triggered by the client's age.
We recommend setting up Age-Based Rules to add clients to a client service Workflow around a specific age:
Hubly Age-Based Rules can be leveraged to trigger:
Catch Up Contribution Eligibility Review at age 50
HSA Contribution Eligibility Catch Up at age 55
Long-term Care Insurance Review at age 55
Social Security Review at age 60
Medicare Filing at age 65
QCDs at age 70
RMDs at age 72
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