Team Spotlight - Meet Caroll Simmons at FutureVault

Team Spotlight: Meet Caroll Simmons

“My number one goal is making sure that the client experience is always excellent and work closely with our clients to understand how to help them solve their day-to-day problems.”
Tell us a little bit about yourself and your professional background – what’s your “story”?

I emigrated from Venezuela to Canada 12 years ago. Back home, I worked at a TV station creating the content for the TV Program “Who wants to be a Millionaire” and other similar projects. From my experience there, I learned that the client experience always needs to be a priority for any company. When I originally moved to Canada, I then had the opportunity to work with an IPTV company taking care of all the Latin-American users and partners.

My passion for making our customers love our product and our company became my day-to-day calling. After working there, I got an amazing opportunity to join FutureVault and build the Customer Success team. I joined FutureVault in April 2015, and after six years, I’ve loved seeing how our product has evolved and grown with the help of our amazing clients and business partners.

What motivates you and keeps you “going”?

First and foremost, my family. I don’t think I would be able to do anything without them. They are the ultimate reason for my existence and their love and affection are what keep me going. The second is to know that we are creating a fantastic product with such an incredible team here at FutureVault.

Describe what it’s been like working at FutureVault in just three words.

Working here has been an overall amazing experience. But if had to sum it up I’d go with Teamwork, Learning, and Innovation. These three clearly embody what we do here on a day-to-day basis.

What does your typical workday in Customer Success look like? Can you share what some of your top priorities are right now?

Ensuring that all my clients and my internal teams feel special. For me personally, it’s important to make sure that all of our clients, big or small, are getting the attention and support they deserve.

During my typical day, I’ll usually have a list of three major items that I would like to accomplish, and if at the end of the day I’m able to finish even at least one, I feel great because in life we must learn to adapt to changes and the unexpected. I’m also in meetings with my clients daily and touch base with them frequently to see how things are going and how we can continue supporting their needs.

My aim is to ensure that the client experience is always excellent and work with them to understand how to help them solve their day-to-day problems with the help of our products and improve our internal processes to better meet the market needs. My top priority has always been to delight our customers through increased engagement with them about their specific pain points to learn how we can help overcome those and be their ‘voice’ in shaping the future of our product. One of my long-term priorities is to maximize and improve the efficiency of our customer success team so we become proactive, reduce response times and increase customer satisfaction.

Finally, the rewarding moments for me are when I get positive feedback from our clients about our Customer Success team and our FutureVault team, and when I get to see our clients solving core business problems by using our product.

Can you share one of your favorite experiences working here?

There are so many different ones to choose from but if I had to pick one I would say it’s seeing how our product and processes have evolved over the years. Having been a part of FutureVault since it started nearly six years ago, I’ve seen the different stages our product has gone through, and the behind-the-scenes work we’ve been doing to continually improve the overall client experience from sales to implementation to adoption, and implementing their feedback to make their suggestions come to life. Being a part of this whole journey from idea to inception has been incredibly rewarding and very special.

Last but not least, what excites you most about the future of our company?

I’m really excited about what we, as FutureVault, can achieve in the future. Being a part of a company that’s constantly grown and adapted over the years, and having an integral hand in making it a success by being a driver of digital transformation for businesses everywhere.

Feel free to reach out to Caroll and connect with her on LinkedIn or drop an email at caroll.simmons@futurevaultinc.com.

Equip the remote workforce with FutureVault

Equipping the Remote Workforce with Best in Class Digital Tools

A University of Southern California research group led by Jack Nilles conducted one of the first major studies on “telecommuting”, now more commonly known as remote work, spurred on by skyrocketing fuel prices during the 1973 OPEC oil crisis. The research focused on a Los Angeles-based insurance company with more than 2,000 employees. Each worker traveled 34.4 kilometers a day on average, at a total cost (in 1974 prices) of US$2.73 million a year. The study concluded that technology would make it possible and cost-efficient but that organizational cultures would have to change.

Remote work, in the not so recent past, was an evolution of changing belief systems, technology, and progressive leadership. Airtasker, a community outsourcing platform, did a survey comparing the productivity, spending, and health of the remote workforce vs. in-office employees where they surveyed 1,004 full-time employees across the U.S., 50% of whom worked remotely.

Remote workers saved an annual average of $4,523 on fuel, saved 408 hours in commuting, which equals 17 days. On average, remote employees worked 1.4 more days every month, or 16.8 more days every year, than those who worked in an office. Surveyed remote workers did take more time for breaks; however, that lead to higher rates of productivity.

Though reports indicate flexible work arrangements and a remote workforce equals more productivity and happier employees, according to an OWL LABS report published in late 2019, 44% of companies globally were not allowing employees to work remotely.

COVID-19 changed everything.

Now that remote work is a reality; businesses remain focused on ensuring that teams can continue to work collaboratively & securely not only across the organization, but with their clients as well. For remote work to be successful, a variety of factors have to come into play, including open communication, trust, a well-defined remote work company policy, proper training for managers and employees, and the leading digital tools. Without the right infrastructure in place, managing the digital connection across organizations and with clients can become complicated; but with the right infrastructure and tools, now that’s a game-changer.

Digital tools for the remote workplace

With the world moving towards a digital workplace at an astonishingly rapid pace, those who fail to adapt will soon risk losing any sort of competitive edge they currently have. It is critical that companies aim to get ahead of the curve and equip themselves with innovative and efficient digital tools to manage this change. To speed up their digital transformation process, companies can choose to adopt different tools from customer relationship and recruitment to client collaboration and secure document storage, to name a few.

A major driver influencing the transition to a successful digital workplace is choosing the right toolkit —integrating complementary tools that enable employees to communicate and collaborate effectively across locations with each other and with their clients, importantly. The benefits of doing this are immense; increased return on investment, improved internal and external communication, centralization of information, enhanced employee and customer experience, improved operating efficencies, all of which leads to higher revenue and profits.

The right tools will help a business organize its knowledge base, allow for the seamless exchange and storage of information, as well as enhance collaboration with clients. With a myriad of options available, the goal for any organization should be to choose their digital tools in a way that they complement one another and help employees be more productive, whether they are physically present in the office or working remotely.

Championing the customer experience during volatile times

The expanding digital landscape is constantly creating new and quicker ways to connect with customers. During these times where people are frequently bombarded with new information every second, buying goods and services is just one click away. With limitless options available in the market, providing an exceptional customer experience is becoming ever more important. Particularly in times of crisis like COVID-19, client interactions with advisors and organizations can trigger an immediate and lasting effect on their sense of trust and loyalty.

Digital delivery options have become a necessity for most customers who were confined at home. Even among the most “digitally resistant” customers, adoption seems to have significantly grown since the start of 2020. For businesses, this means that the rapid development of digital functionalities is the true key to success by ensuring continuity of services. According to a report on improving customer experience by McKinsey, 80% of companies believe that their core business model should be digitized to remain economically viable.

Now more than ever is the optimal time for executives with purchase power to consider investment in the data, technology, and systems required to deliver exceptional experiences. Having the right digital tool at your disposal can enable this business transformation through streamlining communication channels, improving internal and external collaboration, meeting reporting requirements and even fulfilling auditory obligations.

Improving productivity and collaboration through Digital Vaults

A Digital Vault works like a safety deposit box to manage all your valuable information and documents, giving you a convenient single point of reference so you can easily access your digital assets. While secure document storage is at the core of what Digital Vaults can offer, the benefits extend well beyond storing documents by providing additional tools that enable organizations to easily improve their operating power as well as client collaboration, including allowing clients to securely share their documents with people they trust in their lives such as family members, lawyers, doctors, accountants, wealth managers. In addition to the security and convenience offered by Digital Vaults, they also make it far easier to organize, manage, and find the documents you need, often in just seconds, saving your organization and your clients several hours looking for key documents.

From both an operational and compliance perspective, Digital Vault solutions solve many business challenges by ensuring that all critical business documents are secured in one central location that is accessible across devices, anytime, anywhere.

FutureVault’s Digital Vault technology eliminates the need to rely on paper-driven processes or worry about having to be physically in the office to manage important company and client documentation. With all of the critical documents available in one central location FutureVault helps organizations free up time and resources that they would otherwise spend on completing administrative tasks.

Within FutureVault’s multi-tiered platform you are easily able to bulk upload, download and distribute documents, as well as streamline overall business processes through advanced features like e-signature integrations and workflows, dynamic checklists for collecting information and onboarding clients, audit trail to track all interactions, notifications and reminders. This enables institutions and advisors to invest more of their time into providing a good experience for their clients, which allows them to build more trust at scale.

Cloud for Family Office

A Cloud Platform for The Family Office & Family Business

In order to effectively manage their unique and complex needs, Family Offices are in need of a secure, organized, and collaborative cloud-based Digital Vault to share and manage sensitive information and documents. As the lines between office life and our personal lives blur, it’s commonplace for Family Offices and family businesses to work remotely while […]