Articles

High-Touch Meets High-Tech

Feb 15, 2017

Newport Group and its advisor partner raised the bar with improved client service and more efficient technology options.

Situation

The client had a number of concerns with their current plan provider, a third party administrator. The provider offered very little automation, which created a number of day-to-day burdens. The client was also experiencing:
  • Quality control issues, such as incorrect processing of transactions, delivery of inaccurate statements and payroll processing errors
  • Service level guarantees that were not being met
  • A basic website that was not driving participant engagement
  • Issues maintaining the same fund lineup

Solution

Newport Group and its advisor partner developed a solution designed around our technology, which provided:
  • A high-degree of automation for the client, helping to lessen its administrative burden
  • An enhanced website for plan participants
We also provided increased service quality and an open architecture approach, which allowed the client to retain their exact lineup and minimize disruptions to plan participants.

Outcome

The administrative burdens previously faced by the client have been eliminated. The client is confident that the new technology and service levels will meet their needs, and they continue to have a strong relationship with their advisor.

Fast Facts

  • Client: Law firm
  • Plan Type: Profit sharing
  • Plan Assets: $19 million
  • Plan Participants: 73
  • Flow: $1 million

How We Helped the Client

  • Lowered administrative burdens
  • Increased service levels and response time
  • Newport Group technology and website eliminated errors and enhanced participant engagement

How we helped our advisor partner

  • Continuity of client service
  • Finals included two well-known brand providers, and incumbent provider
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Newport Group, Inc. and its affiliates provide recordkeeping, plan administration, trust and custody, consulting, fiduciary consulting, insurance and brokerage services. Fiduciary consulting services are provided through Newport Group Securities, Inc., an SEC-registered investment adviser and FINRA-registered broker-dealer, and InterServ, LLC, an SEC-registered investment adviser. Newport Group Securities, Inc. and InterServ, LLC are affiliates of Newport Group, Inc. All securities transactions are provided through Newport Group Securities, Inc., in its role as broker-dealer. All fiduciary consulting services are provided through the registered investment adviser. when offering variable insurance products, Newport Group Securities, Inc. acts solely in its capacity as a broker-dealer.
Trust and custody services provided by Newport Trust Company, a New Hampshire state chartered trust company and wholly owned subsidiary of Newport Group, Inc.