A portal that showed holdings, documents, and service requests in one place — fed from the existing portfolio system, not a second CRM.
The situation
Clients called for statements and trade confirms. Advisors maintained shadow spreadsheets. A previous portal project had stalled because it tried to replace the portfolio engine.
What we did
- Kept the portfolio system as source of truth and built a read model for the portal.
- Added document delivery and a request workflow that created tickets ops already knew how to close.
- Rolled out to a pilot of high-touch relationships first, with advisor feedback baked into the second release.
What changed
- Routine statement requests moved off the phone.
- Advisors stopped maintaining a parallel holdings file for the pilot book.
- The firm had a path to extend the same portal to the rest of the book without another platform decision.