Advisor Engagement Study Reveals Importance of High Tech, High Touch Service in Client Satisfaction

Posted by Andrea Collatz on December 16, 2011

Denver, CO (December 14, 2011)  An Advisor Engagement Study conducted by a third party on behalf of Trust Company of America reveals the importance of high-tech, high-touch service to advisors. The study shows that while cutting-edge technology is vital for operational efficiencies, the need for a combination of high-tech and high-touch service has emerged as a driving force.

Survey respondents say that they are highly satisfied with Trust’s delivery of technology and service, giving an average rating of 4.5 (5 pt scale) on client satisfaction. Further demonstrating the importance of high-tech, high-touch, Trust received consistently high technology and service ratings, including a 4.8* rating for “strong client service” and 4.7 rating for “trading platform” and “modeling capabilities.”

High-tech, high-touch continues to be an important focus at Trust, which this past October rolled out a new investor/representative platform, Liberty. This platform features industry leading usability and functionality, enabling advisors to give their own clients high-tech, high-touch service.

Joanne Woiteshek, Principal of Oak Brook, IL-headquartered Interactive Financial Advisors adds, “with all of the market’s turbulence these past few years, the need for the right blend of high-tech and high-touch cannot be underestimated, and when such a commitment is shared by advisors and custodians alike, it shows up in client satisfaction and, equally important, our bottom line.”

Mark Massa, Trust’s SVP of Client Services and Operations states, “advisors come to Trust for the Technology and stay for the Service.  This is a relationship business, people want to work with people they know and like.  We are ‘of service’, and provide tools to grow advisors’ businesses, scale their operations, and help deliver results for their investors.” 

Sam Holloway, Jr., President of Gainesville, FL-headquartered Holloway Wealth Management acknowledges, “The ease of use and functionality of Trust’s technology enables us to cut our processing and documenting time down by a huge factor, saving us 80% of the time we used to spend managing portfolios. Now we spend that saved time serving our clients. ”

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