Client Requests and Case Management

Failure to manage client requests quickly and diligently can significantly impact service quality and increase risk.

Even the simplest request for a valuation, power of attorney, change of address or name opens a case that must comply with best practice policies and regulatory obligations. More complex service requests involving complaints, ad hoc changes in ESG values or altered risk appetite require broader reviews and regulatory controls, which trigger multiple follow-on actions and processes that must be executed within SLA commitments.

Manual processing of service requests, with handoffs between various teams across different systems, results in sub-optimal client service and puts clients and reputation at risk. As well as being highly inefficient, lack of automation is a threat to business continuity because paper-based processes are untenable in remote working environments.