Hello and welcome to our webinar today. One of the most common questions I get from our clients is how do I maximize my use of my technology. I feel like I'm only using 25% of what I've been given. That's something I hear from our clients. I also it's also something I hear from. Our own internal staff with the technology that we use. And so we've really worked hard at Orion to make the use of our technology easy, personal and enlightening. And I have 3 experts on with me that I'm really excited to share this webinar with. Renee Fast who leads our onboarding team, Joe Liebelt who heads up our service and Greg Menefee who oversees our relationship management. There is a service continuum that we use to help that with that easy personal and enlightening service. So a little bit about Orion before we get started. For some of the clients that might be prospects or don't know much about us, what are we, what's our aspirational goal at Orion? Well, we want to connect the advisor client journey. And that is something that we work tremendously hard at and use technology in a framework that we call the fiduciary flywheel prospect helping you to get new clients plan, helping to engage with the client and come up with goals that for their investments or for their their life then we we work in. Investment opportunities through that framework and then we help you achieve those goals that you've come up with. And so that is our aspiration. This is the framework and what we do with that technology is we connect it together in an integrated fashion to make it easy to use. And we think that we by doing that we create an unfair advantage for our advisors. That's the that's the goal and so. These the the final part of that is helping our advisors to maximize their experience and so that's what the these folks are here to talk to us about what what happens if you're able to connect the dots on your technology and really get your advisory team using technology, get your back office leveraging the full power of your technology. Well we've seen with our active partnership that. Advisors that are able to give a high readiness of using that value prop and their technology, they're able to be two times more efficient or more growth oriented than than their counterparts. The other aspect of it is by able being able to display the value of your technology and your and your value proposition, advisors are more likely to be retained within your firm. That's a big win too. And then we see advisors that set goals and and track those which we actually help our advisors do that as well. They're also two times, they have two times the growth rate. And so that's what is the value those are those are the values that we're trying to instill on our our team from day one all the way through the the life cycle of the advisors journey with Orion. And so First off I'm going to start with. Renee, fast on our onboarding team and she's going to talk to you about some of the things that differentiate onboarding at Orion. So Renee, give us some of those differentiations of things that you have found have worked over the years. You've worked with us for a very long time and you've seen a lot of different onboardings. Give us some feedback on on what works. Yeah, thanks, Randy. First thing that I would say is that. We have an incredible focus on how we on board our advisors, our new advisors onto the platform or or even help existing on Visor advisors. Uplift into new new functions within Orion, but the focus really comes down to three things and that's people, process and technology. There's three areas that we that we have to be aligned on in those areas for people some of the the key components of the key differentiate differentiators are things like having a dedicated project manager that you work with that that. Dedicated project manager brings in some key experts at the beginning to get the framework of the database set up with you. They bring in subject matter experts throughout the process of the onboarding to make sure that we've got trading experts helping you get your trading component set up. We have billing experts helping you get your billing component set up and and on and on. We do that because we know that. That you're going to have questions and want to know how other firms are doing their best practices. How you maybe want to get set up and it's it's the best way to do that is to bring in a team until we've got a team helping you. That's great. What what type of technology do you use when through this onboarding process. Yeah, so we use a collaborative onboarding project management system called Guide CX and that system is allows for visibility, clarity and accountability across all participants in in the project. Since we've integrated that into our processes about two years ago, the feedback that we've gotten, it has been incredible from advisors who aren't onboarding. And one of the very first pieces of feedback that they gave us was that they really appreciated the transparency in the process. They knew what their role was, what Orion was doing in, how long it was going to take them to get on boarded and up and running. That's great, so. Dedicated people, subject matter, experts that help with your configuration. What are kind of the goal? What do you do to help the advisor succeed in this? Is there anything that you do at the through the due diligence process that helps the advisor succeed and and measure that? Yeah, in the due diligence process. A couple of the questions that you'll really want to have answered are things like. Who do we need? Like, how what do we need for resources from our side, meaning you, the advisor, how long is it going to take us? And So what we find is that the people or the firms that are most successful in onboarding have taken a realistic view of that and they've dedicated at least one resource to this process and often times they've had to temporarily reassign some of that person's. Workload elsewhere so that they could focus on the onboarding. But our goal is that this isn't going to take you forever. This is for the onboarding time and we've got a process outlined that will help you understand what those level of efforts are. And so in that due diligence, if you have any questions about how to evaluate that, then we are available as a resource to help you determine what you need to be successful. Yeah. Almost 25% of our operational service staff is dedicated to onboarding. So we we provide a lot of resources. I just wanted to make a point if you feel like your firm might be overwhelmed by this process there. We have a lot of partners that are very experienced in onboarding Orion that we can. Introduce you to and and see if they can help you with this process. So, so that's great. So you have a great group of people that are very focused, the project manager, subject matter experts, we helped outline the process. We use technology to create visibility, clarity and accountability. That's great. What else is available? To that your team does, yeah. So once once you're on board with Orion and you're working successfully, we have part of our team helps with M and A support. So if you're a firm that is. Continually bringing on new books of business, we help you convert them onto the system. We help with utilization upgrades. So if you're an existing customer of Orion and you choose to upgrade into one of Orion's recently released stacks, then we help get you up. Uplifted into those technology areas also. And then lastly shameless plug here, I have a group called professional Services that is available to do outsource operational needs for you including things like quarter end processing, one time data projects and alternatives maintenance if you are a shop that has significant alternatives. Alternative investments. So yeah, that's not a shameless plug, Renee. That has been a a great tool for advisors that might lose employees. It's a fractional share employee that can do the work that you you need to get done and and collect your feet, your advisory fees or help you do your quarterly reporting. I mean it's a great tool that we've been able to use with with dozens of advisors. So I have no shame there. It's a it's a value add. Thank you for that Renee, Joe and I. I used to do the onboarding a long time ago, Renee, and we did not do it as well as your team does. But we learned a lot and we've applied those learnings to support our clients on an ongoing basis. So Joe Liebel with ongoing support providing easy, timely and accurate support for our products. Joe, how do you guys do it? Well, let's start with The Who. Thanks for having me first of all, but let's start with The Who you have access to. Transparent access to all of our subject matter expert teams and we want to provide the service that makes it feel easy, timely, accurate and there's one more word personable. We're trying to create raving fans, raving promoters of our customers. So with that we give direct access to our expert teams And how we do that though is where it is really special. We have Omni channel support. With the technology that we use with a vendor called Galia, we provide cobrowsing, voice and chat features. We can offer you real time customer collaboration and personalized interactions. We allow our clients to engage with us in their preferred medium and as needed change the engagement from a chat and call or both seamlessly. So while you're on a chat, we can elevate right to a call, we can cobrouse, we can see there's no special software needed. I was talking to one of our new employees that was here for 30 days and I said, what? Tell me about the job, How's it going? He's like the cobrowsing is amazing. That makes it look like I'm an expert, like I know what I'm doing right away. And that was someone we have a lot of very experienced people, but that it is very cool what they can do. But sorry, keep going. No, absolutely. It's it's a game changer from a support staff perspective and also for our customers, there's no special. Installation, it's just immediately we see the screen once you start engaging with us which is fantastic. Now we do have some old school way of of engaging with us which is through ticket system. So through our support app you can securely communicate like e-mail, like features as well as tons of educational contact, release notes and also any development tracking that you may depending on your development needs. Yeah, that's that's great. You know Joe, I've been in the industry for 30 years. So I know this is like a I'm, I'm talking to, I'm speaking to the choir as they say. But I I know what our competitors offer from a digital experience and what Orion offers. We have a best in class digital experience and it really shows and I really appreciate the explanation that you had for that. What else do we do to help differentiate our service? You talked about the subject matter experts, you talked about the digital tool that we have. That's really fantastic. What else does Orion do? We also have one more thing as if you're an Apple user and one more thing is if you take advantage of our advantage stack is we also provide a point of contact and that's important. We usually see that need with our larger firms, but it doesn't really matter size, but that is very valuable in having a dedicated point of contact to help you navigate the technology. We understand Orion has a lot of functionality, lot of functionality and having an advantage advocate allows you to work on special projects, ensure that you're getting technology adoption within your firm and then also what maybe you're not taking advantage of. And so we think that point of contact is really special and again having the advantage stack. Gives you that point of contact. Thank you, Joe. I really appreciate the description of your team and what you offer to our clients. All right. The final step in our continuum relationship management and I have Greg Menifee here with us, 25 years in the industry as well. We've got some depth on the bench and really excited to have Greg talk to you a little bit about how our relationship management team works with our advisors. Appreciate that, Randy. Before I kind of jump into that, there was a staff that you kind of started this with. It was something that was centered around like technology adoption with an advisor's office. I was curious, the advisors, yeah, the advisors speak to our advisors and even our own staff that you get these comments that hey, we're only utilizing 25% of what is available to us. And I hear that across the board on technology doesn't, it's not just an Orion thing. Can you speak? Yeah. Yeah. So, so you know it, it just reminded me of something having LED technology consulting organizations, one of the most frequent wouldn't call it a question, it's more kind of a statement you would hear from advisors is I wish my technology would do X and nine times out of 10, the answer is it does. And and you know this is kind of one of those nuts we're trying to crack from a relationship management perspective. It's the, the way I think about it, the way I talk to the teams about it is this is how you you get. Clients to stop thinking about their technology as an expense and they start thinking about it, about an investment and an investment in what, right. And ultimately we believe it's an investment in their client experience, which is how they're going to compete. And so this is kind of how our, our vision and our mission was born. I mean the vision of the team being to consistently elevate the industry standard and then the mission being how can we help everyone of our clients. To maximize their Orion experience in the way that we kind of approach that is when we think about relationship management, that consultative mindset versus stakes in golf, right, it's more centered around how can we help you get more out of your technology and what are the different ways that we can we can accomplish that. And so that's what we're trying to do as a team, right. It it it's about when you know Brandy you and I've talked about this, right? When I when we think about relationships the the way that the team thinks about it is. You know, you've got product provider, technical expert or trusted advisor, and we're trying to ultimately build trusted advisor relationships with all of the clients that we support, but not just our primary points of contact at these firms, but with the firms in entirety. Yeah, how do you as a team? What? What's valuable when you're dealing with the firm? You said maybe not the point of contact that you normally talk to some. Sometimes we talk to the operations person. What's really valuable for your team when they're working with a firm? Well, you know when we we were talking what I was talking about before of trying to understand people's goals, you make you bring up a great point the, the goals of the CEO might be a little bit different than the head of operations, a little bit different than the service manager, the trader within the organization. So it's important that we're, you know from an assessment perspective, we're trying to understand these things from everybody within the organization. But from a a tactical perspective, once you have that information, it's the process of analyzing the data that we've we've extrapolated from the client and then trying to figure out, all right, are you maximizing the current investment that you have in Orion technology today in a way that can satisfy whatever it is we might have uncovered, But the relationship managers are also able to identify Okay, let's drill a little bit more into that. Is this a potential problem and or it's just a pain point within the organization and then introducing other Orion solutions, you know, when we think about stacks, right. So if you're having a problem in efficiently managing your compliance within your organization, well this is a prime opportunity for us to try to dig a little bit deeper on earth. What are those problems? And then try to figure out well Will, will Ryan Compliance potentially solve for that. And then making an introduction to that, allowing the advisor who performs the due diligence on that piece of our technology. And then trying to figure out is this going to be a fit that can provide a lift within your organization that can then ultimately maybe in this particular case elevate the team member experience and potentially in a way that's going to ultimately elevate the clients experience and the goal really kind of. For all of it is how can we help our clients create more value and growth within their organization. How are the Orion solutions going to do that And we know that it does it, but it's just helping to enlighten them and open their eyes. It's at 75%, right, that's that they don't know about in the technology and that's what we're here to do every day. You know the other thing that happens a lot at Orion is we invest into our technology. We are continually talking about you know that the. The prospect plan and Best Achieve framework, we're continually integrating along that framework. What, what does your team do to help advisors to see what is coming out and what's new? Sure. And so you know, easy, personal and enlightening is kind of the how we do things. So we want to make every interaction, whether it's it's proactive or reactionary, easy. There's a way we can make it personal Great, but the enlightening part is a huge part of what we do. And so to your point, you're right. Change happens at Orion rapidly and and from a change perspective, I mean growth, right, the technology is ever evolving. Every week that goes by especially given the amount of of systems that we're talking about, right, or all the pieces of the stack, they're all consistently being upgraded, which makes it a little bit difficult, right, for a relationship manager to consistently stay on top of that. Fortunately, we have phenomenal partners over in our product group help us to collaborate on that, but when a. Relationship manager is able to get that update, those updates internally. It is a part of their role to ensure that their counterparts over at the firms that they serve are getting updated on all that technology. And that's why we have regularly standing meetings with these clients on a you know monthly slash quarterly and then a lot of ad hoc basis And those meetings of course many of them being virtual phone calls and or in office visits does does this. Service that you provide, does it cost extra? No, no. Isn't that amazing? And so one of the things I've found just when I'm working with our clients is that they might not engage with a relationship manager and. When, when that happens, if they used Orion in 2015 and they they just keep their head down and they're not, they're still in 2023, they're still using Orion in 20 from 2015. That's one of the the things that I've noticed when the firm is engaged with us. They're using the very best tools that we have, the very best practices that we have. And I've seen a huge difference with our advisors that are able to engage with their team because your team is amazing. So you know real quick you, you, you, you brought up something that I was failing to actually bring up which is the work that we did with Actify to build that opt in model. So you know for if there's an advisor out there that that isn't you know technically covered by a relationship manager within the organization. Any one of them can actually raise their hand and say, I want to dive into the things that I've been talking about. So on the consulting dashboard within Connect, they can go there, click on the opt in section and there's an assessment. Once they take that assessment, it's going to come over to our team. They'll analyze it, look for the appropriate territory, try to figure out what is the area that we can help them with, and then a call will be made out to that client in order to focus on that. But it is very specific to. You know, growing your use of Orion technology, it's not a another service channel right within the organization. It's more about, hey, we, you know, we've got goals, we want to partner, collaborate with Orion in order to achieve those goals. We're raising our hand here and when anybody raises their hand, we're getting involved with them. That's great. I really appreciate I can talk about this stuff all day. And you know it starts with onboarding. We focus on getting the core features rolling with Joe Liebel, we we provide service and and just really focus on the fundamentals of how you're using the system every day. And and then with Greg, your team, we help them uplift. And build on those best practices and using the best of our technology. So it's been great to to have this conversation with the three of you and I wish everybody well and to have a great day. _1714712198076