Your Client’s First Emoji: The transition from email to mobile app | Curtis Berry from TFP | S4 E3

In this episode of the AdviserTech Show, moneyinfo’s Managing Director, Tessa Lee, speaks with Curtis Berry, Client Experience Manager at TFP Financial Planning. They discuss TFP's innovative financial planning strategies and the crucial role of technology in enhancing client service.

Curtis shares his path into financial planning, influenced by his father's career as a financial investigator. He explains TFP's client-centric approach, emphasising their fixed-fee model which fosters long-term client relationships.

The conversation highlights the integration of AI tools at TFP, which streamline administrative tasks and meeting outputs, enhancing efficiency. Curtis discusses their evolving tech ecosystem and the successful implementation of the moneyinfo portal. "When they stepped into moneyinfo, they were overwhelmed with all the stats, figures, and communication options," Curtis notes, reflecting on the positive impact of the portal's features like secure messaging and DocuSign integration.

“I remember seeing my first emoji”, says Curtis, noting how the client-adviser relationship transitions from using email to a mobile app. Curtis mentions how clients send pictures of purchases and holidays; “They feel like they’re in a WhatsApp chat with us." They discuss the trust clients place in the portal for handling everything from simple queries to important document storage.

The discussion also touches on intergenerational wealth transfer, with TFP’s technology facilitating better engagement with younger clients. Curtis explains how their family services enable multi-generational views and interactions, allowing family members to have appropriate access to financial information. A client can manage both his stepmother's and mother's accounts, viewing them separately but easily, which improves the overall experience and makes managing finances across generations smoother.

Curtis advises newcomers to financial planning to challenge the status quo, embrace fresh ideas, and remain open-minded about technological advancements.

This episode provides insights into how TFP leverages technology to improve client relationships and operational efficiency. Tune in to discover their innovative approaches and future plans.