PLANADVISER - May/June 2020 - 30

client service
The Alternative Workplace
Best practices when you need to e-advise
A
s in many sectors of the U.S. economy, the advisory
industry first registered the coronavirus pandemic as a
wave of cancellations of in-person meetings and largegroup
events. For example, J.P. Morgan Asset Management
chose to fête the release of its 2020 Guide to Retirement with
a digital webinar versus a gathering, over concerns about
COVID-19 in New York City. Fittingly enough, the new edition
stresses the market volatility that investors will likely face in
coming years-and not just due to the pandemic.
Retirement plan practices, now prepared to work
remotely, need to stay prepared, says Todd Kading, president
and co-founder of LeafHouse Financial, in Austin, Texas. To
do this requires an investment in technology, he says. " We
know that remote working is the safest bet right now, and we
can look to our previous technology investment as a reason
we can do this. We have invested millions of dollars over 10
years, optimizing the data integration needed to accomplish
appropriate 3(38) oversight of 57 platforms with 40 recordkeepers
and thousands of plans. "
Marianna Shafir, a regulatory adviser and attorney at
Smarsh in New York City, can especially vouch for the value
of high-tech methods. Her company provides software by
which clients in highly regulated industries can capture,
monitor and archive their data in order to meet compliance
and e-discovery requirements. " With no option for in-person
meetings, it's much more vital for advisers to stay in touch
[with their customers], " she says. " Consider communicating
with [them] through phone calls, virtual meetings, emails,
social media or instant chat. Retirement plan advisers
should consider adding a chat function to their company
website. That way, customers can ask questions and expect
immediate answers. "
Video conferencing should now be a big part of advisers'
practices, says Raef Lee, managing director of SEI Investments
Co. in Oaks, Pennsylvania. In his opinion, Zoom is
the easiest of the video conferencing platforms, and many
people already use it in their personal lives. Still, advisers
inexperienced with video conferencing should familiarize
30 | planadviser.com May-June 2020
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PLANADVISER - May/June 2020

Table of Contents for the Digital Edition of PLANADVISER - May/June 2020

2020 PLANADVISER DCIO Survey
All That Goes Into a Practice
Compliance When It's Tough
A Case For Both
The Alternative Workplace
Damage Control in a Downturn
An Uptick in Customer Arbitration?
Client Relationship Summary
Evaluating Reg BI Compliance
PLANADVISER - May/June 2020 - Cover1
PLANADVISER - May/June 2020 - Cover2
PLANADVISER - May/June 2020 - 1
PLANADVISER - May/June 2020 - 2
PLANADVISER - May/June 2020 - 3
PLANADVISER - May/June 2020 - 4
PLANADVISER - May/June 2020 - 5
PLANADVISER - May/June 2020 - 6
PLANADVISER - May/June 2020 - 7
PLANADVISER - May/June 2020 - 8
PLANADVISER - May/June 2020 - 9
PLANADVISER - May/June 2020 - 10
PLANADVISER - May/June 2020 - 11
PLANADVISER - May/June 2020 - 2020 PLANADVISER DCIO Survey
PLANADVISER - May/June 2020 - 13
PLANADVISER - May/June 2020 - 14
PLANADVISER - May/June 2020 - 15
PLANADVISER - May/June 2020 - 16
PLANADVISER - May/June 2020 - 17
PLANADVISER - May/June 2020 - 18
PLANADVISER - May/June 2020 - 19
PLANADVISER - May/June 2020 - All That Goes Into a Practice
PLANADVISER - May/June 2020 - 21
PLANADVISER - May/June 2020 - 22
PLANADVISER - May/June 2020 - 23
PLANADVISER - May/June 2020 - Compliance When It's Tough
PLANADVISER - May/June 2020 - 25
PLANADVISER - May/June 2020 - 26
PLANADVISER - May/June 2020 - 27
PLANADVISER - May/June 2020 - A Case For Both
PLANADVISER - May/June 2020 - 29
PLANADVISER - May/June 2020 - The Alternative Workplace
PLANADVISER - May/June 2020 - 31
PLANADVISER - May/June 2020 - 32
PLANADVISER - May/June 2020 - 33
PLANADVISER - May/June 2020 - Damage Control in a Downturn
PLANADVISER - May/June 2020 - 35
PLANADVISER - May/June 2020 - 36
PLANADVISER - May/June 2020 - An Uptick in Customer Arbitration?
PLANADVISER - May/June 2020 - Client Relationship Summary
PLANADVISER - May/June 2020 - Evaluating Reg BI Compliance
PLANADVISER - May/June 2020 - 40
PLANADVISER - May/June 2020 - Cover3
PLANADVISER - May/June 2020 - Cover4
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