Digitizing lite-touch & high-touch investor onboarding, family relationship mapping, fee consent governance, and ongoing engagement.

Client Profile (Anonymized)

A BFS advisory and family office business serving HNI/UHNI investors, running multiple onboarding journeys based on ticket size and support complexity. Teams required a standardized workflow platform to improve efficiency, compliance, and servicing visibility.

Business Challenge

1. Onboarding steps varied across teams, increasing the need for manual follow-ups.
2. Limited household/family visibility impacted the continuity of service
3. Fee consents and approvals were not structured, increasing operational risk
4. Review cadence and follow-ups required better automation and visibility
5. Leadership needed actionable MIS on onboarding progress, productivity, and adoption

Objectives gkgkg

• Implement a standardized investor onboarding journey with lite-touch and high-touch flows
• Enable family office onboarding with family relationship/CRN mapping
• Automate task assignment to RMs/SRMs and family office RMs
• Digitize fee consent approvals for multiple fee structures and waiver scenarios
• Implement eNACH workflow and risk profile governance steps
• Provide dashboards, MIS reports, and mobile access for execution visibility

Solution Overview (Salesforce)

Salesforce configured as a workflow platform covering:

• Onboarding journeys: lite-touch and high-touch stage-based workflows
• Family office enablement: family CRN mapping, investor contact management, RM coordination
• Task orchestration: dynamic assignment to RM/SRM and automated tasks for family office RMs
• Interaction capture: voice-to-text logging for fast, consistent activity updates
• Governance workflows: fee consent approvals (multiple fee types), fee waiver workflows, eNACH approvals, risk profile steps
• Engagement automation: quarterly review notifications, email reminders, campaign management
• MIS dashboards: onboarding funnel, approvals, productivity, review tracking, business usage insights

End-to-End Flow (High-level)

Investor Intake → Lite/High-touch Onboarding → Family Mapping (CRN) → Fee Consent & Approvals → Risk & Mandate Workflows (eNACH) → Activation → Quarterly Reviews & Engagement → MIS Dashboards

Tech Highlights

• Workflow-driven stage model to support differentiated onboarding journeys
• Approval automation for fee consents, waivers, and mandate steps
• Voice-to-text interaction logging to reduce RM effort and improve completeness
• Automated reminders and notifications for reviews and follow-ups
• Dashboards for both business outcomes and usage/adoption monitoring

Outcomes (Qualitative)

• More consistent onboarding execution with reduced manual follow-ups
• Improved relationship tracking via family CRN mapping
• Stronger compliance via structured fee consent and approval trails
• Improved service continuity through review notifications and engagement tracking
• Better leadership visibility through real-time MIS and adoption dashboards