Meet Sebastian. He is a man of action, he is constantly on a move, juggling one task after another.  Sebastian uses A2Z a popular wealth advisory firm, for his financial planning needs, he was really amazed by services provided by them so far in managing his finances. He was getting timely advises from bank. His financial portfolio growth was giving profits. He could not thank more to have Vivian - Personal relationship manager who used to constantly in touch with him.

It was Vivian's personalized financial plans & proactive communication that helped him in paving the way for building wealth. She became instrumental in teaching him the value of diversifying investments and uncovering hidden market opportunities. She used to always available on call/chat.   He was totally dependent on Vivian for those important financial decisions, however, recently things started going sideways. Her once reliable presence felt distant.

Whenever he tried messaging her, or even calling her regarding an urgent investment advice or wrapping up a loan, he found himself waiting, many times he was getting late or no responses.

At one of crucial point where he was stuck, emails went unanswered. Calls were routed straight to voicemail. Zero touch-points! He sensed that things were no longer working. A quiet desperation settled within him, and he couldn’t escape the feeling that everything was slipping away.

Sebastian was accommodative, he met A2Z team in person, understood that they were really growing and they are struggling to handle more customer. On his request, he got assigned to new rep but instead of getting better,  service quality further worsened.

In this fast paced world, Sabastian had his obvious doubts, and so, he began to wonder, “Was A2Z still the right financial advisor for him?”

From Star Performer to Struggling Reputation

Story at A2Z, Vivian was all star performer for them, they have few more people like Vivian. With their core expertise with ground work led by their founder.  A2Z being an aspirational company, wanted to achieve bigger goals, they had good customers so they pushed for getting more customers, they got a brand new CRM to push themselves on path of digital adoption.

Star performers like Vivian turning super performers, she started getting more work, she is excelling at the work by handling more customers but obviously focus was on customers with bigger portfolio. So even though she is someone who excel at customer engagement, things were out of her control.

Management started putting additional heads but they were not equally knowledgeable & efficient to handle the customer.

No wonder A2Z started getting bad reviews on their social handles, reputation started to suffer, reduced customer enquiries. So, to counteract that, the firm started spending higher budget on marketing to generate positive buzz.

What’s Next for A2Z?

How can they turn more responsive to their customers like Sebastian? How can they  remove over reliance on human skillsets, they always can't get star performers like Vivian? How can they be proactive like they were when they were started?

And above all, how can they revitalize customer engagement and overcome growing pains?

Does this sound familiar? Stay tuned – a solution is on the way!

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