Welcome!

Agile Computing Authors: ManageEngine IT Matters, Elizabeth White, Yeshim Deniz, Pat Romanski, Liz McMillan

News Feed Item

Schwab Advisor Services Shares Vision for Future of Client Experience for Advisors and Their Clients

At a press conference during the first day of IMPACT 2012, executives from Charles Schwab & Co., Inc. (Schwab) shared details on a major initiative designed to transform the way Schwab serves independent advisors and advisors’ clients. Schwab is seeking to enhance its already industry-leading service model through a significant, multi-year investment intended to help independent advisors serve their clients even more effectively in a new era of technology, increasing client expectations, and external forces like regulation.

Naureen Hassan, senior vice president of client experience for Schwab Advisor Services (Photo: Busin ...

Naureen Hassan, senior vice president of client experience for Schwab Advisor Services (Photo: Business Wire)

“Advisors are facing a number of competing forces when it comes to meeting clients’ needs and expectations. The world is getting more complex in terms of regulations and concerns about security and fraud, but at the same time clients want anytime, anywhere attention and access,” said Naureen Hassan, senior vice present of client experience for Schwab Advisor Services. “We have seized this opportunity to take a fresh look at how we serve advisors and their clients and to look for ways to make processes simpler and more efficient.

According to Hassan, Schwab is focusing on several key areas of client experience, including eliminating the use of paper whenever possible; streamlining processes and reducing the number of steps required to complete key custody activities; optimizing technologies like mobile and cloud computing; and empowering Schwab’s teams to provide an even higher level of client service.

“As part of this project, we are investing millions of dollars on advanced operations and servicing technology platforms so that our staff can raise the bar on the already industry-leading service they provide,” said Hassan. “These investments will help automate many of the processes that our front line teams use every day and allow us to customize our workflows specifically for advisors and their needs. The results will be faster and more proactive service.”

Technology empowering simpler workflows: eSignature through DocuSign

As part of this initiative, Schwab is also announcing a new relationship with DocuSign to enable eSignature capabilities on the majority of Schwab forms. From Schwab Advisor Center, advisors will be able to create electronic packages of forms that clients and prospects can review, complete, and sign online. Planned for rollout in 2013, Schwab’s eSignature offering will ultimately eliminate virtually all hardcopy requirements for most common forms, minimizing needless back-and-forth and multiple hardcopy signatures, and allowing for faster account opening while still maintaining the highest levels of security and privacy.

“eSignature is one example of the ways in which we are looking to make the client experience simpler and more efficient,” said Neesha Hathi, senior vice president, technology solutions for Schwab Advisor Services. “Technology itself only gets you so far and needs to be married to the workflows that advisors use in their offices. We are building eSignature into the fabric of Schwab Advisor Center in order to help advisors manage the initiation, completion, and status monitoring from a familiar and well-understood platform as well as vastly streamline the paperwork processes.”

Advisors will have the ability to pre-fill fields on the forms and highlight fields for their clients to fill in. Advisors’ clients will receive a customized e-mail notification instructing them to review, complete and electronically sign the form. Additionally, advisors will be able to check into Schwab Advisor Center to see the status of an application or form.

SchwabAlliance.com: Enhanced interaction for advisors and their clients

SchwabAlliance.com, the customized version of schwab.com for clients of advisors, will serve as an integral component of the future client experience. For example, clients of advisors using eSignature will be directed to Schwab Alliance to review and eSign forms.

“The vision for Schwab Alliance is that it becomes far more than a static web site where clients of advisors can access information about their accounts,” said Hathi. “We think it has the potential to become a dynamic hub for ongoing interactions, providing a communication portal for advisors’ clients that is managed by the advisor.”

As part of this effort, Schwab recently introduced more ways for advisors to customize their clients’ experiences on Schwab Alliance. Advisors can now choose from three online service packages for their clients: full access to all features, an option that requires clients to consult with advisors before trading and moving funds, and a limited view version that provides basic account information but doesn’t provide online access to trading or money movement.

Continued investment in mobile technology

Hathi also noted that as part of the initiative to transform client experience, Schwab will continue to make significant investments in 2013 in mobile technologies. This follows the launch of the Schwab Advisor Center app for the iPad® announced on November 2, the current app for the iPhone® app for advisors, and the apps for Apple and Android smartphones and tablets available for their clients.

“Mobile capabilities will become a critical enabler of time-sensitive interactions between advisors and clients and also an important way that advisors can be more productive without compromising service,” said Hathi.

About DocuSign Inc.

DocuSign® is the leader in eSignature transaction management and the global standard for eSignature®. Global enterprises, business departments, individual professionals and consumers are standardising on DocuSign, with 60,000 new users joining the DocuSign Global Network every day. Today, that network includes more than 23 million users who have DocuSigned more than 220 million documents in 188 countries. DocuSign is used to accelerate transaction times to increase speed to results, reduce costs, and delight customers across nearly every industry – from financial services, insurance, technology, healthcare, manufacturing, communications, property management and consumer goods, to higher education and others. For more information, visit www.docusign.com or call 877.720.2040. Visit the DocuSign blog at www.docusign.com/blog and follow DocuSign on Twitter, LinkedIn and Facebook.

About Charles Schwab

The Charles Schwab Corporation (“Charles Schwab”) (NYSE:SCHW) is a leading provider of financial services, with more than 300 offices and 8.7 million active brokerage accounts, 1.5 million corporate retirement plan participants, 844,000 banking accounts, and $1.89 trillion in client assets as of September 30, 2012. The company was ranked ‘Highest in Investor Satisfaction with Self-Directed Services’ in the 2012 US Self-Directed Investor Satisfaction StudySM from J.D. Power and Associates. Through its operating subsidiaries, the company provides a full range of securities brokerage, banking, money management and financial advisory services to individual investors and independent investment advisors. Its broker-dealer subsidiary, Charles Schwab & Co., Inc. (“Schwab”)(member SIPC, www.sipc.org), and affiliates offer a complete range of investment services and products including an extensive selection of mutual funds; financial planning and investment advice; retirement plan and equity compensation plan services; compliance and trade monitoring solutions; referrals to independent fee-based investment advisors; and custodial, operational and trading support for independent, fee-based investment advisors through its Advisor Services division. Its banking subsidiary, Charles Schwab Bank (member FDIC and an Equal Housing Lender), provides trust and custody services, banking and lending services and products. More information is available at www.schwab.com and www.aboutschwab.com.

(1112-7435)

Follow us on Twitter: @Schwab4RIAs

Read our corporate blog: SchwabTalk

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

@ThingsExpo Stories
In his opening keynote at 20th Cloud Expo, Michael Maximilien, Research Scientist, Architect, and Engineer at IBM, will motivate why realizing the full potential of the cloud and social data requires artificial intelligence. By mixing Cloud Foundry and the rich set of Watson services, IBM's Bluemix is the best cloud operating system for enterprises today, providing rapid development and deployment of applications that can take advantage of the rich catalog of Watson services to help drive insigh...
SYS-CON Events announced today that Super Micro Computer, Inc., a global leader in compute, storage and networking technologies, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Supermicro (NASDAQ: SMCI), the leading innovator in high-performance, high-efficiency server technology, is a premier provider of advanced server Building Block Solutions® for Data Center, Cloud Computing, Enterprise IT, Hadoop/...
SYS-CON Events announced today that SoftLayer, an IBM Company, has been named “Gold Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York, New York. SoftLayer, an IBM Company, provides cloud infrastructure as a service from a growing number of data centers and network points of presence around the world. SoftLayer’s customers range from Web startups to global enterprises.
SYS-CON Events announced today that Outscale, a global pure play Infrastructure as a Service provider and strategic partner of Dassault Systèmes, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Founded in 2010, Outscale simplifies infrastructure complexities and boosts the business agility of its customers. Outscale delivers a secure, reliable and industrial strength solution for its customers, which in...
With major technology companies and startups seriously embracing Cloud strategies, now is the perfect time to attend @CloudExpo | @ThingsExpo, June 6-8, 2017, at the Javits Center in New York City, NY and October 31 - November 2, 2017, Santa Clara Convention Center, CA. Learn what is going on, contribute to the discussions, and ensure that your enterprise is on the right path to Digital Transformation.
SYS-CON Events announced today that EARP Integration will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. EARP Integration is a passionate software house. Since its inception in 2009 the company successfully delivers smart solutions for cities and factories that start their digital transformation. EARP provides bespoke solutions like, for example, advanced enterprise portals, business intelligence systems an...
Existing Big Data solutions are mainly focused on the discovery and analysis of data. The solutions are scalable and highly available but tedious when swapping in and swapping out occurs in disarray and thrashing takes place. The resolution for thrashing through machine learning algorithms and support nomenclature is through simple techniques. Organizations that have been collecting large customer data are increasingly seeing the need to use the data for swapping in and out and thrashing occurs ...
Amazon started as an online bookseller 20 years ago. Since then, it has evolved into a technology juggernaut that has disrupted multiple markets and industries and touches many aspects of our lives. It is a relentless technology and business model innovator driving disruption throughout numerous ecosystems. Amazon’s AWS revenues alone are approaching $16B a year making it one of the largest IT companies in the world. With dominant offerings in Cloud, IoT, eCommerce, Big Data, AI, Digital Assis...
SYS-CON Events announced today that Progress, a global leader in application development, has been named “Bronze Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Enterprises today are rapidly adopting the cloud, while continuing to retain business-critical/sensitive data inside the firewall. This is creating two separate data silos – one inside the firewall and the other outside the firewall. Cloud ISVs oft...
The 21st International Cloud Expo has announced that its Call for Papers is open. Cloud Expo, to be held October 31 - November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA, brings together Cloud Computing, Big Data, Internet of Things, DevOps, Digital Transformation, Machine Learning and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding busin...
Internet of @ThingsExpo, taking place October 31 - November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with the 21st International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. @ThingsExpo Silicon Valley Call for Papers is now open.
As cloud adoption continues to transform business, today's global enterprises are challenged with managing a growing amount of information living outside of the data center. The rapid adoption of IoT and increasingly mobile workforce are exacerbating the problem. Ensuring secure data sharing and efficient backup poses capacity and bandwidth considerations as well as policy and regulatory compliance issues.
SYS-CON Events announced today that Interoute has been named “Bronze Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Interoute is the owner operator of Europe's largest network and a global cloud services platform, which encompasses over 70,000 km of lit fiber, 15 data centers, 17 virtual data centers and 33 colocation centers, with connections to 195 additional partner data centers. Our full-service Unifie...
In order to meet the rapidly changing demands of today’s customers, companies are continually forced to redefine their business strategies in order to meet these needs, stay relevant and continue to see profitable growth. IoT deployment and development is integral in this transformation, and today businesses are increasingly seeing the value of investing their resources into IoT deployments. These technologies are able increase ROI through projects such as connecting supply chains or enabling sm...
SYS-CON Events announced today that Progress, a global leader in application development, has been named “Bronze Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Enterprises today are rapidly adopting the cloud, while continuing to retain business-critical/sensitive data inside the firewall. This is creating two separate data silos – one inside the firewall and the other outside the firewall. Cloud ISVs ofte...
DevOps is often described as a combination of technology and culture. Without both, DevOps isn't complete. However, applying the culture to outdated technology is a recipe for disaster; as response times grow and connections between teams are delayed by technology, the culture will die. A Nutanix Enterprise Cloud has many benefits that provide the needed base for a true DevOps paradigm.
SYS-CON Events announced today that DivvyCloud will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. DivvyCloud software enables organizations to achieve their cloud computing goals by simplifying and automating security, compliance and cost optimization of public and private cloud infrastructure. Using DivvyCloud, customers can leverage programmatic Bots to identify and remediate common cloud problems in rea...
SYS-CON Events announced today that Cloudistics, an on-premises cloud computing company, has been named “Bronze Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Cloudistics delivers a complete public cloud experience with composable on-premises infrastructures to medium and large enterprises. Its software-defined technology natively converges network, storage, compute, virtualization, and management into a ...
New competitors, disruptive technologies, and growing expectations are pushing every business to both adopt and deliver new digital services. This ‘Digital Transformation’ demands rapid delivery and continuous iteration of new competitive services via multiple channels, which in turn demands new service delivery techniques – including DevOps. In this power panel at @DevOpsSummit 20th Cloud Expo, moderated by DevOps Conference Co-Chair Andi Mann, panelists will examine how DevOps helps to meet th...
SYS-CON Events announced today that A&I Solutions has been named “Bronze Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Founded in 1999, A&I Solutions is a leading information technology (IT) software and services provider focusing on best-in-class enterprise solutions. By partnering with industry leaders in technology, A&I assures customers high performance levels across all IT environments including: mai...