Concierge Wealth Management (CWM) and Insurance Solutions offers integrated wealth management and financial planning services for high-earning professionals, successful families, and individuals navigating wealth on their own terms.
Like many growing financial services firms, CWM needed intricate processes and seamless coordination to manage diverse client needs across everything from life insurance to investment accounts.
The Problem: Spreadsheets Were Killing Productivity
CWM’s team was drowning in manual processes. Cumbersome spreadsheets created information silos and daily bottlenecks. Client onboarding took weeks, with usually only one person knowing what was happening at any given time. Advisors spent their days reacting to scattered data instead of proactively serving clients.
How did you know you had a problem with your operations?
“When I joined, our team was heavily dependent on cumbersome spreadsheets that not only hampered efficiency but also created silos of information.”
The firm’s growth was hitting a wall. A single advisor could handle about 50 household relationships with their manual processes. Without major changes, scaling meant hiring more staff, not improving efficiency.
The Solution: Standardizing Workflows in Process Street
Tracy implemented Process Street to standardize workflows across all product types and client scenarios. With Process Street, CWM could build systematic processes that captured every if-then scenario specific to each client and product type.
Process Street automated repetitive tasks, sent reminders, and gave the team real-time visibility into client status and next steps. Instead of relying on scattered spreadsheets, advisors could see exactly where each client stood in the process.
CWM used Process Street to manage client onboarding, employee onboarding, product-specific automation, marketing coordination, and standard operating procedures.
The Results: 200% Growth Without Adding Staff
The transformation was immediate and measurable:
- Cut onboarding time in half: New clients now complete the process in weeks, not months.
- Increased advisor capacity by 200%: Each advisor can now manage up to 150 client relationships instead of 50, aiming to achieve 500-1,000 client relationships managed in the future.
- Shifted from reactive to proactive service: Advisors spend time on strategic activities instead of hunting for information in spreadsheets.
- Improved process visibility: Real-time tracking of client status and next steps across the entire team.
- Enhanced task accountability: No more tasks slipping through the cracks with automated reminders and clear ownership.
- Created scalable growth systems: The firm can expand operations efficiently without scattered documents and siloed information.
Most importantly, CWM built a foundation for sustainable growth. They can now take on more clients while delivering better service quality.
How has Process Street transformed CWM’s operations?
“Previously, a single advisor could handle about 50 household relationships with manual processes; now, with Process Street, we’re set to scale and manage consultations for up to 500 clients per advisor. The platform equipped us to efficiently expand our reach.”
The Bottom Line: Systems Enable Growth
For CWM, Process Street became a vital component of their growth strategy. By automating workflows and standardizing operations, they solved the classic services firm dilemma: how to grow without proportionally increasing headcount.
When your team is buried in manual work, growth becomes impossible. Clear systems free people to focus on serving clients better.
Note: Our solution is powered by AWS and uses these AWS services: Lambda, SQS, API Gateway, S3, CloudFront, Elastic Beanstalk, WAF, ELB, RDS Multi-AZ, EC2 and ElastiCache for Redis.
The post How Process Street Helped a Financial Planning Firm Scale 200% Without Hiring More Staff first appeared on Process Street | Compliance Operations Platform.
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