- The Story
A 40-year-old investment advisory firm faced declining client retention rates and slower revenue growth due to an outdated customer experience model. With competitors embracing AI-driven investment tools, the firm risked losing relevance among younger investors seeking transparency, speed, and digital convenience.
Our team collaborated with them to modernize their digital infrastructure, redefine client engagement, and position the firm as a tech-enabled investment powerhouse.
Mapping Out the Modernization Journey
We began by auditing their operational ecosystem — from CRM and reporting tools to client onboarding. Three major gaps were discovered:
Outdated digital interfaces that discouraged new signups.
Fragmented communication channels between advisors and clients.
Manual portfolio reporting that delayed decision-making.
We then crafted a strategic three-phase modernization plan:
Phase 1: Platform Overhaul
Redesigned the client dashboard with real-time portfolio tracking, AI-based investment insights, and instant advisor messaging.Phase 2: Automation & AI
Implemented robo-advisory features that generated automated investment recommendations, reducing advisor workload by 40%.Phase 3: Experience Personalization
Integrated behavioral analytics to personalize insights and reporting for each client based on investment habits and goals.
Driving Measurable Financial Outcomes
The transformation delivered powerful results:
Client retention rate: Increased from 62% to 91% within a year.
New investor signups: Up by 130%.
Operational efficiency: 2.5x improvement in advisor productivity.
By digitizing reporting and onboarding, the firm reduced administrative overhead and enabled advisors to focus on high-value clients and strategic portfolio guidance.
A Closer Look at One Critical Decision
A key decision was to shift from a legacy CRM to a cloud-based platform integrated with AI-powered insights. This change empowered advisors with predictive indicators about client needs — allowing them to anticipate churn risks, suggest rebalancing, and proactively engage clients before issues arose.
This proactive strategy built deeper trust and helped the firm secure $200M in new client investments within the first year post-launch.
The Power of Scale in Finance
Through this partnership, the investment firm redefined its role from a traditional wealth manager to a digital financial experience provider. The project became a benchmark for digital transformation in the investment advisory space, demonstrating that legacy institutions can thrive in the modern age through innovation and empathy.
