THE IPAD REVOLUTION Implications for Financial Services and IFA communications conversion-driven design Extract More than 20 million iPads were sold in 2010 worldwide, many of which went into the corporate environment. In early 2011 reasearch suggested that as many as 36.8% of iPad deployments were in the financial services sector. Many financial firms in the UK are embracing the technology, with an exponentially increasing number of providers and IFA businesses integrating iPads into their systems, sales and advice processes. UK financial services firms need to ask themselves whether iPads will increase the efficiency of their business processes; whether customers and IFAs and other business partners will start to demand that they communicate with them and cater to their needs through iPad technology; and what might be the cost for their businesses of not doing so. With early iPad adopters at the most affluent end of the market, the costs of not engaging with the technology now could be significant. This report focuses on the IPad, as the first to market device. There are now obviously many other forms of the same product becoming available but the principals remain the same. For further information contact: Marilyn Cole 01483 400621 [email protected] www.space01.co.uk 2 The iPad revolution conversion-driven design Summary Just over one year on from launch, the Apple iPad has dumbfounded its critics to become the number one selling tablet across the world, with the American financial sector leading the rush of early adopters. Globally financial advisers are keen to finally realise the dream of the paperless office, particularly as they are expected to exercise increasing due diligence in managing and storing client documentation. Advisers are also looking to exploit any competitive advantage that tablet computers can offer in support of their sales process. A number of companies are currently developing iPad applications or enhancing their portals for mobile devices to take advantage of this upsurge. This report investigates the products that have already been announced and released, and looks at the additional opportunities for providing bespoke iPad applications that could be used to differentiate financial advisers and financial advice when meeting with new prospects or existing customers. Firstly, what is an iPad? The iPad is the keyboard-free tablet touch-screen computer that weighs around 0.73kg. The iPad is far more portable than the typical 2.7kg laptop and its 10-hour battery life is double that of most laptops. It can be connected to the web via WiFi or a 3G network. It has fantastic picture quality and the resolution is close to movie quality and multi-touch capabilities allowing the user to zoom in and out on the screen with ease. The iPad supports virtual private networks, remote deletion of data in the event of theft or loss, and over-the-air syncing of applications and data. The iPad can be completely customised by applications that are downloaded from the Apple App Store. The uptake of the Apple iPad within Enterprise The Apple iPad was released in April 2010, prompting speculation by the media and industry alike about whether it would kick-start a tablet revolution. Now one year on, there is a wealth of reports and surveys recording the increasing impact of the iPad on the consumer and corporate world. One of the most recent reports from DisplaySearch shows that for the first time Apple is at the top of the mobile PC market, having managed to sell more than 20 million iPads in 2010. By August last year the iPad was experiencing a higher degree of uptake for business use than analysts had predicted. A global survey of 118 chief technology officers conducted by CLSA showed that 12% of companies had already deployed iPads or tablets, and 36% were thinking about it. By November BoxTone was reporting that nearly 1 in 10 of the 800 enterprise companies and government agencies surveyed in the USA said they planned to deploy the iPad and other iOS devices in the next year. Some 25% percent of those, said they would begin their iPad deployments immediately. Forrester indicated that the iPad was far from a consumer-only opportunity, stating that 43% of European and US firms were interested in tablets. By December 2010, Law Gazette in the UK reported that 11% of its respondents already had iPads. Sonnenschein Nath & Rosenthal, a Chicago-based law firm allowed the firm‘s lawyers to use iPads – as long as they were willing to pay for the devices themselves. About 100 of their 800 attorneys around the globe are already using them. www.space01.co.uk 3 The iPad revolution conversion-driven design Finally in January 2011, as Apple announced its most recent financial results it reported that 8 in 10 Fortune 100 firms are trialling or piloting iPads including Cardinal Health, Wells Fargo, Archer Daniel Midland, Sears Holdings and Dupont. In the UK, research company Goode Intelligence discovered that 40% of organisations have already adopted the iPad for business use. Companies and organisations joining the iPad rush The iPad is finding uses in both the private and public sectors. MicroStrategy, a business intelligence company, has deployed 1,800 iPads to executives and sales personnel. Kraft Foods is replicating its success within iPhones by giving iPads to its executives. Medrontic, a medical technology company, has purchased 4,500 iPads for its 40,000 staff. International law firm, Eversheds has announced that it has signed a new deal which could eventually see all of the firm‘s lawyers move on to iPads. SAP has rolled out almost 1,500 iPads to users across its business and, according to CIO Oliver Bussmann, that‘s just the start. He intends to make the device generally available to all SAP employees as soon as possible. He predicts there will be at least 17,000 in use by SAP employees within 12 months. It has been widely reported that Mercedes-Benz Financial are planning to distribute iPads to all 355 dealerships in the US after a successful summer trial in 40 showrooms. The iPad allowed the sales personnel to take customer information for credit applications without having to move from the showroom floor to an office, increasing chances of completing a sale. Airlines have been quick on the uptake of what is seen as a prestigious value-add. Finnair is offering passengers in its Via Lounge, and onboard selected flights, the use of Apple iPads free of charge. Australian carrier Jetstar has trialled an iPad rental service for in-flight entertainment, while Malaysia Airlines have used iPads in a kiosk mount as self-service check-in devices. Additionally, Iceland Express has announced its intention to provide iPads to passengers during transatlantic flights. Restaurants – such as Bone‘s steakhouse in Atlanta and Global Mundo Tapas in Sydney – are replacing paper wine lists and menus with iPad interactive versions. Like the airlines, some hotels are looking to offer iPads to guests or at their concierge desks. Sofitel, the international hotel chain has bought out The Kiosk application in Europe with plans to debut in Asia soon. Guests staying in suites in London‘s Berkeley Hotel are loaned iPads pre-loaded with a range of games and videos. Even hairdressers are getting in on the action using iPads to provide online magazines, newspapers, films and TV shows to entertain their waiting clients. At the other end of the scale, rumour has it that the Army has deployed iPads to UK soldiers in Afghanistan. www.space01.co.uk 4 The iPad revolution conversion-driven design The iPad is equally making an impression on governmental organisations and President Obama isn‘t the only leader to have used an iPad (however briefly). The Norwegian Prime Minister has been spotted using his iPad while travelling, 16 members of the UK House of Commons administration committee have been given iPads, and on at least one occasion, a Peer has delivered a speech in the Lords reading from an iPad instead of a paper text, though he got into trouble for it with some traditionalists. Luckily, as yet, no one has suffered the fate of the Italian MP who was photographed recently looking at an escort agency website on his iPad when he was sitting in the chamber during debate. A number of UK councils, such as Leicester, Edinburgh, Cambridge, Orkney Islands and Warrington have been preparing for iPad trials as a way to make huge savings, by allowing staff to work at home or just generally be more mobile. Tablet assisted education is finally becoming a reality at all levels. Within the UK, Ashridge Business School has given iPads to all participants enrolling on its full-time MBA programme in 2011, with the aim of reducing the environmental impact of paper-based text books and case studies. Meanwhile, a Scottish independent school has provided children with iPads in place of previously issued laptops. In hospitals too, iPads are also making an appearance. The Royal Surrey County Hospital in Guildford will use iPads to obtain patient feedback on all of its wards. Adoption within the financial sector There has been much talk in the press at the start of 2011 about a Good Technology report that showed that corporate adoption of the iPad is strongest in the financial services sector. Good Technology collected usage data from its customer base and found that 36.8% of iPad deployments were in financial services companies. These figures corroborated the results of a 2010 Software Survey, released in the US by Financial Planning magazine in October that found 10% of the advisers surveyed already owned an iPad and another 15% said that they were planning to buy one. Marlon Asnes, editor-in-chief of Financial Planning advised that this has direct implications for how advisers run their practices. “If all of these advisers are streaming to iPads,’’ she said, “chances are their clients are as well. This is an affluent, highly educated group of people who serve affluent highly educated successful Americans”. According to other industry statistics roughly 39% of iPad users are women. It is well documented that a significant amount of today‘s wealth will eventually be controlled by women. Although the iPad early adopters tended to be young professionals between the ages of 22 to 45, the next group of adopters are much older than might be expected, in the 45 plus age range. The older adopters are crucial for advisers as they make up 56% of iPad users. Furthermore, 94% of iPad users are more likely to be affluent consumers with solid wealth and strong incomes. Tablets are already contributing to financial services channel delivery. They offer financial institutions the ability to improve sales effectiveness. Examples of companies that are trialling or deploying iPads in the financial services sector include: • JP Morgan Chase has given iPads to its investment banking staff as part of a six month trial enabling workers to access email, contacts, attachments and mark-up and annotate documents and make presentations via the tablets. • Lloyd’s of London has piloted around 30 iPads in its underwriting room to be tested by brokers employed by Marsh, Cooper Gay and RK Harrison, and is looking to roll out iPads throughout the market with the aim of reducing the huge bundles of paper that make up most of the intricate insurance contracts handled at Lloyds. www.space01.co.uk 5 The iPad revolution conversion-driven design • Torus, a London-based insurance firm, recently held a paperless board meeting using iPads to replace the 1,600-page packs that it previously printed for its executives. • UBS has confirmed that more than 1,000 staff are taking part in a pilot scheme that allows staff to access company emails, calendars, and contracts using a secure application for the iPhone and iPad. • Union Bank has introduced iPads to a limited number of staffers across a broad range of functions, a deployment it expects to expand in the coming year. • John Hancock Financial Services wealth management division in the US has issued iPads to more than 200 wholesalers because of the product‘s versatility. They plan to use the iPad for fixed index annuity products, mutual funds and retirement plans. • Informed Choice wealth management division in the US has issued iPads to more than 200 wholesalers because of the product‘s versatility. They plan to use the iPad for fixed index annuity products, mutual funds and retirement plans. Industry analysts’ predictions Analysts who were initially fairly guarded about the impact of the iPad are now bullish about the future. Mobile integration company, Good Technology, predicts that in 2011 the iPad, along with other tablets, will be increasingly purchased and deployed by enterprises to meet specific business needs. While Alan Snyder, BoxTone CEO, predicted in his report that “The iPad could be part of one of the biggest IT asset expansion and replacement waves of the last two decades. Companies are just now budgeting for large scale rollouts in 2011, with most organisations viewing the iPad as a high-value application delivery platform.” Gartner is enthusiastically recommending that firms start evaluating and adopting tablet devices. It is encouraging CEOs to appeal directly to CIOs regarding the iPad in a new CEO advisory note. It suggests that not only does corporate support of iPads have a positive impact on recruitment and retention, it can also represent a reduced financial risk as many workers are willing to shell out for iPads on their own. Most importantly the iPad has proven to be a better device for sales meetings, or other situations where information sharing is valuable, but a notebook can be obtrusive. It cites examples of professionals such as architects, realtors and financial advisers that can take advantage of a tablet’s ability to enhance faceto-face presentations. Finally, Bill Winterberg, a technology journalist for leading financial publications in America, claims that the risks of not jumping into the mobile arms race exceed those of sitting it out ― firms run the risk of becoming less relevant if they are not in the mobile space. This applies to all generations, not just people in their 30s and 40s. Baby Boomers are the fastest-growing group on Facebook and Twitter. There the perceived wisdom is ‘you know how to use the iPad in five minutes’. What are the alternatives to the iPad? As of spring 2011 there is nothing available on the market today that comes anywhere close to competing with the Apple iPad. Other competitors have announced tablet devices using the Android platform that, when they are released, will have similar specifications to the Apple iPad. However, the Android Application Ecosystem is not as fully developed as Apple‘s. A number of app developers who started by releasing applications for Apple devices have gone on to deliver products for both platforms with great success. Currently however, there is a much bigger market for Apple iPad applications, making it a better platform to target initially. www.space01.co.uk 6 The iPad revolution conversion-driven design How are advisers using their iPads? There are more than one million financial advisers in the world. While the wealth management industry invests massively in technology, when most advisers meet clients face-to-face, they rely on paper to support the conversation. But now the situation is changing. A device like the iPad is as easy to use as paper and it‘s elegant, interactive and efficient. To better understand the attraction of iPads and similar tablets to the financial sector we can look at the applications that are being targeted at advisers and their investors. The dream of the paperless office The iPad goes a long way to helping advisers replace the piles of paper generally required at client meetings. Typically most meetings with the client require a lot of documents: the meeting agenda, past portfolio performance reports, asset allocation chart and various supporting documentation. Now all that printing is redundant. With the iPad, the adviser can have instant access to all of these documents as well as historic documentation from the client‘s records. This makes ‘documents that didn‘t make the meeting’ a thing of the past. The ability to synchronise documents between iPads, mobile phones and home and office computers reduces the considerable costs of printing documents and is an eco-friendly option. Meeting regulatory requirements Using the over-the-air syncing capabilities of the iPad allows the company-wide distribution of new software policies and helps keep the message the same across all of the team members. There are also an increasing number of adviser tools that will direct an adviser through the client interview to make sure that the client‘s suitability requirements have been properly assessed for regulatory purposes. Engaging with the client While the iPad is obviously very capable of selling itself, people are surprised how useful iPads have turned out to be for helping present and sell things in general. Some advisers will never take a laptop into a client meeting as they can quickly become an awkward, confrontational obstruction, but they are finding that clients are far more receptive to advisers presenting their documents or slideshows on iPads. The iPad doesn‘t get in the way when the adviser is connecting with his or her customers. Regardless of the person‘s age, advisers report that typically within five minutes the client starts touching and interacting with the iPad. As such an adviser can share the device when he or she meets with their clients, whilst the device acts as a single source of access to print and online media. At the same time the iPad provides a streamlined seamless transitioning within documents during the client meeting, demonstrating how the adviser is up to date with the latest technology. Achieving more during the meeting Having online access during the client meeting can minimise the instances where advisers have to run back to their office to run a set of potential outcomes for clients and then require another meeting or follow-up contact. The iPad can instantly display reports, market data and up-to-the-minute detail on individual stocks. That means tasks that previously required follow-up after the original meeting can now be accomplished with the client, using electronic documents to present real-time ‘what-if scenarios’. At the same time the adviser can book future appointments, email the client and check or make notes in the CRM system. www.space01.co.uk 7 The iPad revolution conversion-driven design What apps are advisers using on their iPads? Advisers using web-based cloud service providers are ideal candidates to use iPads. Document management systems, such as Worldox/Web Mobile and Cabinet NG-Web, and customer relationship management programs like Salesforce are among the products that either provide an iPad-friendly portal access or specific iPad applications. PDF documents can be synced with the iPad either via the adviser‘s desktop using specialized applications like GoodReader or via cloud-based file synchronization services such as DropBox. The iPad includes a native Web browser, plus email and calendar apps while alternative applications or web-access is available for the most popular systems such as Google Mail and Microsoft Exchange. Apple sells applications such as Keynote, and Numbers, that provide presentation and spreadsheet functionalities, while specialist tools such as Audiotorium allow users to make handwritten notes via touch-screen stylus or to make an audio record of a conversation with a client. Specialised applications – US today, UK and Europe tomorrow Most of the applications available today are for the American market as American consumers and businesses have led the way in iPad adoption. However, based on the experience with the iPhone, the UK and European markets will not be far behind. Finantix Wealth Apps Tools for financial planning, portfolio analysis, order management, alerting and client reporting. The apps support sales conversations with prospects, allowing advisers to present services and products, discover and discuss client needs, and simulate different hypotheses and solutions. They also provide tools to monitor and review the financial situation of existing clients and collaboratively agree appropriate action to take. E*Trade Mobile Pro The trading app syncs with online E*TRADE accounts in real time, so investors can take their portfolios with them wherever they go. Users have access to live streaming of stock and option quotes, breaking news and commentary, portfolios and watch lists and advanced trading options. Pershing Net360 The Bank of New York Mellon‘s app allows investment professionals and financial advisers to trade equities and mutual funds, review order status, access their clients‘ accounts, and balance information and investment holdings. www.space01.co.uk 8 The iPad revolution conversion-driven design Pershing Net360 The Bank of New York Mellon‘s app allows investment professionals and financial advisers to trade equities and mutual funds, review order status, access their clients‘ accounts, and balance information and investment holdings. WealthADV The app provides more ways for financial advisers to communicate with clients and increases their ability to share key information on a timely basis. The app allows advisers to show their clients a comprehensive picture of their portfolio and its performance without printing or mailing thick paper reports. Fidelity Mobile The app allows users to track savings and workplace accounts, place trades and stay on top of market news. The iPad app includes a single-screen view for comparing stocks and interactive vertical and horizontal display screens. TD AMERITRADE Mobile The wireless trading tool is designed to take full advantage of the iPad‘s multi-touch functionality for accessing trading capabilities. Thomson Reuters Marketboard The app offers a visual display of detailed market and company data for financial executives and investment professionals. Users can store financial data in a virtual briefcase to be read offline. It boasts multi-touch charting and allows users to preview and purchase earnings call transcripts and other premium financial reports. www.space01.co.uk 9 The iPad revolution Morgan Stanley Research Morgan Stanley clients can access research from Morgan Stanley‘s industry-leading analysts, view investment debates about stock or assets and access risk reward scenarios for the key value drivers. Credit Suisse Research Credit Suisse clients can access the firm‘s research, download reports, and search or subscribe to feeds. True Potentials iPad App Allows IFAs and their clients to interrogate their financial information – providing full portfolio information, detailed historical records and access to asset allocation x-rays. Asset Dedication’s AdviserSpace Portal Provides advisers with access to marketing documents, the ability to run a proposal, and initiate client agreements, using DocuSign which is automatically stored in Laserfiche. The contract is then automatically emailed to the adviser and Asset Dedication managers for sign-off. Worldox/Web Mobile Provides access to a web-based document management system, Worldex search forms, favourite files and bookmarks, and gives the ability to download and edit documents and then upload and check file changes. Schwab OneView Office Schwab Adviser Services are developing a turnkey solution that will include a web portal and mobile capabilities and integrate with CRM tools. Retail clients will have a view of their broader financial picture from their mobile: bank and brokerage accounts, saving plans, pension accounts and stock option plans. They will be able to transfer funds, pay bills and deposit cheques. conversion-driven design Fiserv AdvisorVision A web-based portal for financial advisers to easily access their client data information through a dashboard on the web via a mobile device such as an iPad or a smartphone. AdvisorVision supports advanced alert and monitoring capabilities and, using a rule-based advice engine, it can monitor a financial plan‘s progress against set goals and adjust portfolios to better meet clients‘ goals. HighTower Advisors HighTower have made their technology platform HOST available on iPhone and iPad. About 50% of HighTower‘s executives and advisers were using iPhones and some were using the iPad. Morningstar iPhone app The app provides comprehensive research and tools covering U.S. and Canadian stocks, mutual funds, EFTs, options, hedge funds, commodities and portfolio management. Bloomberg App The app offers news, stock quotes, company descriptions, market leaders/laggers, price charts, market trends analysis and more. There are also tools for tracking personal portfolios. Daily Stocks A stock analysis app that is so advanced it can filter the stock market and instantly identify those stocks showing the greatest potential for profit. The app compares the moving average spreads for all S&P 500 stocks with their 5 year historical spreads and highlights the stocks that are overbought or oversold. www.space01.co.uk 11 The iPad revolution conversion-driven design General financial applications We‘ve already mentioned that the majority of iPad users are affluent consumers, so what financial applications are they using on their iPad? The most popular apps are listed below: Fiserv ZashPay A full online banking and payment application Xpenser or Expense Tablet Records and tracks expenses Numbers Create tables, charts, photos, graphics and data iDindi HD, Billminder, Budgets + easy expenditure vs. income charts Money PocketMoney or Home Budget Mortgage Toolkit A mortgage calculator and guides to buying and selling houses Agile Snowball Debt management PowerOne 60 financial calculators Billminder Records and tracks expenses Things or OmniFocus Task manager with scheduling Iron Money Syncs with online accounts, tracks expenses, settings and accounts Easy Books Professional business bookkeeping and invoicing application for small businesses and ‘one man bands’. www.space01.co.uk 12 The iPad revolution conversion-driven design Developing iPad apps for Financial Services Finovate recently gave a demo of their award-winning US Finantix Wealth Apps running on an iPad. Finovate demonstrated how the iPad could be central to a meeting with a prospect or with an existing client. The adviser would have the following functionality at his or her fingers: • a media portal to a library of product information, market news and reference material • a storyboard that walks through a personal folder of documents selected for the client • a fact-finding tool based on financial profiles to assess the client‘s needs and goals • illustration tools to perform ‘what if’ scenerios • a management app that provides a financial overview and alerts for existing clients • portfolio analysis tools that demonstrate risk and exposure While it might appear that Finovate have sown up the adviser market, not every adviser will want an all-encompassing portal like the Finantix Wealth Apps. Many will welcome stand-alone tools that can perform some of this functionality and co-operate with their existing CRM and DMS systems. There is a window of opportunity for financial service providers to differentiate themselves in the emerging iPad market. www.space01.co.uk 13 The iPad revolution References http://asia.businesstraveller.com/asia-pacific/news/hotels-jump-on-the-ipad-bandwagon http://blogs.forbes.com/riabiz/2011/01/10/fidelity-schwab-and-td-ameritrade-prep-mobile-technology-arms-race/ http://cabinetng.wordpress.com/2010/11/29/ipad-cng-software/ http://chrispoulton.co.uk/blog/?p=54 http://community.nasdaq.com/News/2010-10/fp-software-survey-advisers-145rushing-to-windows-7-133-and-apple-ipad. aspx?storyid=40299 http://fppad.com/2010/04/06/the-ipad-for-financial-advisers-and-wealth-managers/ http://fppad.com/2011/02/14/fidelity-releases-wealthcentral-mobile-for-iphone-ipod-touch/ http://goliath.ecnext.com/coms2/gi_0198-690469/The-iPad-s-Cool-Factor.html http://ipadlawyer.co.uk/ http://iphone.wareseeker.com/free-protracker-crm/ http://itunes.apple.com/gb/app/retirement-dashboard-plus/id414889302?mt=8 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