Nintex Assists Equilibrium in Streamlining Client Management Processes

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Equilibrium Financial Planning, a UK-based wealth management company, was facing challenges in maintaining consistent customer service due to the diverse approaches used by its multiple advisors. As the company's client base grew to over 1,200 managed accounts, the need for structured processes became evident to maintain the highest standard of customer service. With a team of seven advisors and a support staff of 90, each with unique ways of working, the firm lacked a documented approach to processes that ensured a consistent customer experience. The company faced a challenge in maintaining consistency in their approach to managing accounts, particularly when onboarding new clients. Simple mistakes could cost leads and negatively affect the reputation of the organization. In some cases, mistakes could even lead to regulatory violations and fines.

Equilibrium Financial Planning is a UK-based wealth management company that has been providing its clients with expertise on wealth and investment management, pensions, and estate planning strategies for nearly 25 years. The organization specializes in post-retirement wealth management and differentiates itself by going beyond simply offering advice on investments. Instead, Equilibrium is committed to developing long-term financial plans that make a positive difference in their clients’ lives. The organization believes in transparency and offering a more personalized service than your average financial institution. To manage its growing client base, the company maintains a team of seven advisors and a support staff of 90 at their head office.

Equilibrium leveraged Nintex Promapp to standardize and manage processes more efficiently, including client onboarding and document management while facilitating better communication across the company. Nintex Promapp’s visual and outline formats for mapping was a unique benefit for Equilibrium’s client management team. The ability to switch between a visual map and detailed process outline drove initial interest in the solution and has been a big factor in its successful adoption. Nintex Promapp also allows all team members to contribute to processes and help improve them. Once mapped, all team members can review, comment and ensure the correct documentation of each process. One of the most important processes Equilibrium tackled first was new lead management – a process that can span 9-12 months, on average. Nintex Promapp made it easy to ensure each step was accurately followed, no matter who worked on the lead or managed the case.

• The implementation of Nintex Promapp has allowed Equilibrium to standardize and manage their processes more efficiently. This has resulted in a consistent client onboarding process and faster response times. The tool has also facilitated better communication across the company, ensuring that all team members can contribute to processes and help improve them. The ability to switch between a visual map and detailed process outline has been a significant factor in the successful adoption of the tool. The smooth implementation and buy-in from key members of the client management team have helped Equilibrium focus on mapping its high-priority client management processes most in need of standardizing. This has led to a significant improvement in the management of new leads, ensuring each step is accurately followed, no matter who works on the lead or manages the case.

• Achieved consistent client onboarding process and faster response times
• Nearly 300 processes mapped and more than 200 published
• 11,000 process views and climbing