Shifting the dial from day 1
Shifting the dial from day 1
Introduction
Optifi partnered with leading Trust Company Affinity Private Wealth to help level up their customer experience, productivity and streamline day-to-day operations.
The Challenge
Our client identified a number of pain points including workflow tasks getting lost in email threads, time wasted within manual handoffs, and a lack of visibility and inconsistent document capture harming their customer experience and creating compliance risk.
What we delivered…
Significant savings per month in time saved from day 1, transforming operational efficiency across the business.
Workflow consistency improved by more than 40%
"We finally have everything in one place. Nothing gets lost in email."
— Operations Lead, Affinity Private Wealth
Complete control & assurance
"We can measure work for the first time. SLAs mean something now."
— Compliance Manager, Affinity Private Wealth
Adopted by the entire team
"This is a real shift for us. People are actually adopting it."
— Managing Director, Affinity Private Wealth
How we did it…
Digitisation
Migrated nearly 1,500 documents to digital file-flow, instigating paperless operations to create a compliant audit trail and save the team time and reduce friction within their workflows.
Oversight
Installed a one-stop-shop to view the entire client book so that crucial client interactions were no longer getting lost in email chains, reducing SLA response time and improving consistency across the board.
Collaboration
Tackled siloed teams by implementing integrations which stimulate collaboration, transparency and communication.
Efficiency
All this delivered from day 1, onboarded within three weeks and adopted by the entire Affinity team — delivering value with little disruption to the team doing what they do best.
Let's talk
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