Account Management with threesixty

"Right from the start there has been a passion to deliver the services our clients value. The key to exceeding the expectations of our clients is to have a deep knowledge of their business objectives."

In this discussion, David Brattesani, Director at threesixty, explains how threesixty’s Account Management team has developed to ensure threesixty meets its clients’ needs.

Following the successful development of threesixty over the past three to four years, how will you maintain threesixty's reputation for quality?

Right from the start, in 2003, there has been a passion in the business to deliver the services our clients value. Having just taken on our 360th client this is just as true today. This developing client base has been built on the ability to exceed the expectations of our existing clients and it is vital that we continue to do so. The key to exceeding the expectations of our clients is to have a deep knowledge of their business objectives. It is this understanding which has allowed threesixty to become recognised as the premier Support Service Provider in the UK, and will continue to be recognised as such for a long time to come.

How do you get to understand each and every firm you look after?

Personnal discussions with the Principals of our clients has always been vital to the Partners, and valuable additional background is contained in the personalised Risk Plans that we prepare for all clients that subscribe to audits. As we have grown and the market place continues to evolve the services offered, threesixty have introduced a more formalised approach to client management.

Additionally, we have a Client Account Management Team who proactively contact all clients to ensure everyone knows how to access and get the best use out of the services that will be most valuable to them. They are backed up in the field by our Business Development Managers who now spend a considerable amount of their time looking after the needs of clients and identifying further ways a closer relationship with threesixty can add to their business proposition and overall profitability.

How have threesixty clients benefited from this proactive approach?

The introduction of Account Management is in itself a response to client demand. Our initial research identified a number of services that were being underused by clients. One area where we could add immediate benefit was in growing the use and understanding of our Protection Panel. Through the demonstrations organised by the Account Management Team we have been able to increase client confidence in use of the panel, which has given an immediate increase in protection earnings of anything from 5-15%.

The current round of TCF workshops are another a huge success, and will be followed up with individual clinics. Allied with these are a series of Business Planning Workshops, which give IFA business owners practical assistance in changing their business models. Clients can book a place on a workshop right now.

Why do clients invest in services from threesixty?

Developing a close relationship with our clients has resulted in a request for more assistance and greater levels of service. Many clients have recently asked for more Compliance Support in recognition of the increasing burden of adapting to the new challenges which TCF and MiFID will bring. There is an increasing recognition that it is more cost effective for us to perform certain functions, and that they are potentially missing out on external advice and guidance which could add substantial value to the business. Recently this has also included help with acquisitions, recruitment, and adviser remuneration models.

Many of our competitors overlook the true value of client relationships. threesixty view the continued development of clients through first class Account Management as essential.