Automating processes, focusing on the customer experience and taking advantage of external expertise is saving advisers time and enabling them to enhance and broaden their business proposition. Netwealth's general manager of marketing, Andrew Braun, explores how advisers in Australia currently use and integrate technology into their practice, and the technology they plan on investing in over the next few years. This is based on findings from the recent Netwealth AdviceTech Report which surveyed over 200 advisers.

1. Howtoenhance
yourbusiness
withAdviceTech
Presented by
Andrew Braun, General Manager Marketing
Netwealth
4 October 2017

2. | netwealth
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Housekeeping
AdviceTech

3. | netwealth
Meet today’s speaker
Andrew Braun
General Manger, Marketing
Netwealth
AdviceTech

4. Netwealth
AdviceTech
Report

5. techadoptioncurve

6. Poll:
Howwouldyoudescribe
the“digitalexperience”
youofferyourclients?

7. Poll: How would you describe the “digital experience” you
offer your clients?
a.Technology is not part of the customer
engagement experience (or only plays a small part)
b.Technology aids, but is not the focus of our
customer engagement experience
c.Technology is pervasive in all customer
engagement interactions

8. How would you describe the client engagement
“tech experience” of your business?
66%11%
Technology aids,
but is not the focus
of our customer
engagement
experience
Technology
is pervasive in all
customer
engagement
interactions
Technology
is not part of the
engagement
experience (or only
plays a small part)
23%

9. Are you going to spend and invest more in FY2017/18
(compared to last financial year)?
Customer
engagement
tools
79% 73% 69%
Advice and
financial planning
technologies
Operations, processes
and workflow
technologies

10. Customer
Engagement

11. “Themostimportantsinglethingis
tofocusobsessivelyonthe
customer.Ourgoalistobeearth’s
mostcustomer-centriccompany.”
- Jeff Bezos, Amazon

12. virtualonline
meetings
51.5%
28.6%
80.1%
Currently use Intend to use next 18 months 2019 total anticipated take-up
Virtual online meeting tools
81.1%
8.5%
2.8%
7.5%
What percentage (%) of client meetings does your business
use online meeting technologies for?
Under 25% of client meetings
Between 25 - 50%
Between 50 - 75%
Over 75% of client meetings

13. GoToMeeting

14. SuiteBox

15. fact-find≠
online22.8%
33.5%
56.3%
Currently use Intend to use next 18
months
2019 total anticipated take-
up
Online self-service tools to capture customer
information, inc. risk profile

16. Prospect completes
online fact-find, risk
profile and
authorises banking
data
Information flows
directly into your
planning software
You analyse the
information
Present strategy and
confirm assumptions

17. | netwealth
Problem identified
Ability Financial Planning wanted the ability to visually explain to
clients what they do, rather than solely verbally.
Technology solution
Asute Wheel
Implementation challenges & how they were overcome
With Astute Wheel they can walk them through, on a step-by-step
basis, how the financial decisions they make and the actions they
take impact their retirement or investment portfolio and overall
financial goals.
“It truly is a ‘what will happen if’ tool that resonates with clients.”
With Kristopher Meuwissen, Financial Adviser at Ability Financial Planning
AdviceTech in practise
AdviceTech

18. form
friction
33.5%
51.9%
85.4%
Currently use Intend to use next 18
months
2019 total anticipated
take-up
Digital signature tools
16.6%
31.7%
48.3%
Currently use Intend to use next 18
months
2019 total anticipated take-
up
Know Your Customer (KYC) technologies

19. DocuSign
Adobe

20. ZIPID

21. | netwealth
Problem identified
Time wasted on unnecessary admin in
chasing up proposals to prospects.
Technology solution
Wealth Depot has started using Practice
Ignition as a client on boarding tool. This
means his business can send its
engagement proposal to clients
electronically and they can e-sign to
accept.
With Sebastian Mazza, Director of
Wealth Depot
AdviceTech in practise
AdviceTech

22. yourshop
front
Annually, 11.2%
Monthly, 40.8%
Quarterly, 18.4%
Rare or Never,
29.6%
How often does your business add or modify content on
your website, including your blog?

24. livechat
Live chat technologies
4.9%
32.5%
37.4%
Currently use Intend to use next 18
months
2019 total anticipated take-
up

25. Zendesk

26. E-mail, newsletter and campaign automation
email
marketing
maturity?
70.9%
22.3%
93.2%
Currently use Intend to use next 18
months
2019 total anticipated
take-up
1.4%
0.7%
2.1%
31.5%
64.4%
Never
Annually
Bi-annually
Quarterly
Monthly
How frequently does your business send email newsletters of
educational or informational nature to its clients?

27. modernmarketingautomation

28. modernmarketingautomation

29. Poll:
Whichsubjectlinewins?

30. | netwealth
a. Kids are the future: Netwealth gets
serious about financial literacy
b. Netwealth partners with online
education company to improve kids
financial literacy
c. Netwealth brings kids breakthrough
financial literacy program to Australia
Which subject line wins?
AdviceTech

31. | netwealth
a. Kids are the future: Netwealth gets
serious about financial literacy
b. Netwealth partners with online
education company to improve
kids financial literacy
c. Netwealth brings kids
breakthrough financial literacy
program to Australia
Which subject line wins?
Unique open
rate
36%
28%
32%
Unique click
through rate
5%
4%
3%
AdviceTech

32. arewe
social?
17,000,000 monthly active users
15,700,000 monthly active users
5,000,000 monthly active users
4,200,000 monthly active users
3,000,000 monthly active users
4,000,000 daily active users
source: socialmedianews.com.au

33. arewe
social?
Social media management (e.g. Hootsuite)
22.8%
37.9%
60.7%
Currently use Intend to use next 18
months
2019 total anticipated take-
up
19.1%
51.1%
17.0%
12.8%
How regularly are you posting to social media networks (e.g.
Twitter, Linkedin, Facebook, Instagram)?
Daily
Weekly
Monthly
Less often

34. Hootsuite

35. Planning
Technologies

36. scaling
advice
Scaled advice technologies
28.3% 31.2%
59.5%
Currently use Intend to use next 18
months
2019 total anticipated
take-up
27.6%
17.2%
15.5%
39.7%
What precentage (%) of your client base do you use scaled
advice technologies with?
Under 25% of our clients
Between 25 - 50%
Between 50 - 75%
With over 75% of our clients

37. | netwealth
Moneysoft
AdviceTech

38. Cash flow, budgeting and account aggregation tools
cashflow
thenextbig
thing?
43.4%
24.9%
68.3%
Currently use Intend to use next 18
months
2019 total anticipated
take-up
59.6%
19.1%
11.2%
10.1%
What percentage (%) of your client base do you use client
account aggregation, cashflow and budgeting technologies
with?
Under 25% of our clients
Between 25 - 50%
Between 50 - 75%
With over 75% of our clients

39. | netwealth
Problem identified
Better connect with clients, reduce the pain points of data
collection and provide a tool to assist his clients manage
their cashflow.
Technology solution
myprosperity
Implementation challenges & how they were overcome
Getting existing clients onboard was a bit of a challenge
due to the additional cost, however for new clients they
include the service as part of their fee for service.
With Sebastian Mazza, Director of Wealth Depot
AdviceTech in practise
AdviceTech

40. didyou
know?
Adviserswho use or plan to use managed accounts(SMA)
34.6%
22.0%
56.6%
Currently use Intend to use next 18
months
2019 total anticipated
take-up

41. benefits:
managed
accounts
• Timing issues are mitigated without the
need for ROAs
• Adviser can deal with all clients, not just
top-tier ones
• Client have greater transparency
• Superior risk management compared to
managing individual portfolio of direct
equities

42. robo≠soon
Robo-investment technologies
3.4%
25.9%
29.3%
Currently use Intend to use next 18
months
2019 total anticipated take-
up

43. Conclusion

44. • CRM, like XPLAN or Salesforce
• Online surveys, reviews and rating tools, like Adviser
Ratings or typeform
• Financial modelling and planning tools
• Investment research tools
• Project management tools, like Trello and Slack
• Commission management software, like Revex
• Services to transcribe conversations, like rev.com
• SMSF administration software, like Class and BGL; and
• Cloud based document storage and sharing services
and email services, like Microsoft 365
2017 AdviceTech Report
Google Netweath AdviceTech
www.netwealth.com.au/web/insights/
netwealth-2017-advicetech-report/

45. by2022
1%
5%
8%
8%
12%
14%
17%
29%
34%
37%
38%
38%
Other
Wearables (internet enabled)
Virtual reality
The NBN (National Broadband…
None / Don't know
Blockchain and distributed ledgers
KYC (Know Your Customer)
Artificial intelligence and machine…
Virtual online meetings
Scaled advice
Robo advice
Managed accounts (SMA)
What technologies will have the greatest impact to financial
advice practices in the next 5 years?

46. tipswhen
workingwith
emerging
tech
dfhgghfghf
Transparency and the willingness to give it a go with
your tech provider will deliver results for your business.
- Moneysoft, Peter Malekas
Be open with your tech provider so you can work
together to test new user and investor opportunities.
- TipRanks, Sean Ickowicz
Be realistic. Technology isn’t always the answer. It is
only part of the puzzle. Embrace technology but remain
optimistically cautious.
- Suitbox, Ian Dunbar
Provide both positive and constructive feedback to
your tech providers. We are always looking at ways to
better your experience and business and welcome it.
- Astute Wheel, Han Egger

47. “Wealwaysoverestimatethechange
thatwilloccurinthenexttwoyears
andunderestimatethechangethat
willoccurinthenextten.Don’tlet
yourselfbelulledintoinaction.”
- Bill Gates

48. Thankyou.

49. | netwealth
The views expressed in this presentation are those of the author and presenter and do not necessarily reflect those of
Netwealth Investments Limited’s. It is a general summary only and contains opinions on public available information and
services. It is not advice nor an endorsement of any product or service.
In this presentation while we feature a number of new technologies, they are not necessarily a recommendation that they
are right for your business, you should understand the way they work, their privacy policy and security arrangements before
making decisions on whether to use these in your business.
Netwealth Investments Limited (Netwealth) who is a provider of superannuation and investment products and services,
and information contained within this presentation about Netwealth’s services is of a general nature which does not take
into account your individual objectives, financial situation or needs. Any person considering a financial product or service
from Netwealth should obtain the relevant disclosure document at www.netwealth.com.au and consider consulting a
financial adviser before making a decision before deciding whether to acquire, dispose of, or to continue to hold, an
investment in any Netwealth product.
Disclaimer
AdviceTech