{"id":55532,"date":"2024-01-30T12:14:19","date_gmt":"2025-10-10T10:01:13","guid":{"rendered":"https:\/\/www.elixirr.com\/en-us\/?post_type=case_study&p=55532"},"modified":"2025-11-25T11:33:14","modified_gmt":"2025-11-25T11:33:14","slug":"ftse-100-wealth-advisory-firm-building-a-leading-client-onboarding-experience","status":"publish","type":"case_study","link":"https:\/\/www.elixirr.com\/en-us\/case-studies\/ftse-100-wealth-advisory-firm-building-a-leading-client-onboarding-experience\/","title":{"rendered":"FTSE 100 wealth advisory firm: building a leading client onboarding experience"},"content":{"rendered":"\n
\n
\n

Our team was engaged by a FTSE 100 wealth advisory firm to design and build a market-leading client onboarding experience. Using our end-to-end digital capabilities, we analysed existing customer journeys and identified pain points before redesigning, testing, iterating and building new processes to improve our client\u2019s customer satisfaction and create efficiency gains.<\/p>\n

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    \n
  • Outcome 1: Users now have a hub that houses their wealth information in one place. As personal situations alter, the information on the portal will too, by integrating with a number of third-party applications<\/li>\n
  • Outcome 2: Our client\u2019s wealth advisors are now able to spend more time on value adding services, such as building a relationship with their clients and managing client portfolios<\/li>\n
  • Outcome 3: We dramatically shortened the average end-to-end client onboarding lifespan from around 60 days to < 5 days<\/li>\n<\/ul>\n<\/div>\n <\/div>\n <\/div>\n<\/section>\n\n\n\n
    \n
    \n

    \n The challenge<\/h2>
    \n
    \n

    Our client, a major UK wealth advisory firm, came to our wealth and asset management experts for support developing a client portal that would allow personal wealth advisors to get to know a potential client before first meeting them. The firm wanted to leverage our extensive experience building leading client experiences and customer journeys that help our clients optimize and redesign crucial components of the client and adviser lifecycles, with the purpose of attracting, onboarding and retaining more investors and their assets.<\/span>\u00a0<\/span><\/p>\n

    Our client\u2019s existing client onboarding journey took more than 60 days on average. So, the challenge was to create a more efficient client onboarding process \u2013 a task which required both reimagining key components of the customer lifecycle and delivering a streamlined and paperless web application. This new web application would allow for self-service for the client and maximize value for the advisor with regard to time saved.<\/span>\u00a0<\/span><\/p>\n <\/div>\n <\/div>\n <\/div> <\/div>\n<\/section>\n\n\n\n

    \n
    \n

    \n The approach<\/h2>
    \n
    \n

    Our team used a<\/span>n agile process of rapid prototyping and user testing to\u00a0<\/span>design and buil<\/span>d<\/span>\u00a0the platform<\/span>. Our approach\u00a0<\/span>began by<\/span>\u00a0d<\/span>evelop<\/span>ing<\/span>\u00a0customer personas and conduct<\/span>ing<\/span>\u00a0workshops with stakeholders<\/span>, working collaboratively<\/span>\u00a0to document\u00a0<\/span>our client\u2019s current<\/span>\u00a0processes, pain points, systems, and actors for the client journey.\u00a0<\/span>Th<\/span>is<\/span>\u00a0groundwork paved the way for the design of<\/span>\u00a0an improved\u00a0<\/span>future<\/span>\u00a0journey focused on resolving identified pain points, with priorities sequenced into a product roadmap.\u00a0<\/span>After defining th<\/span>is<\/span>\u00a0roadmap, we c<\/span>reated prototypes of the future journey<\/span>,\u00a0<\/span>validating<\/span>\u00a0these through\u00a0<\/span>customer testing\u00a0<\/span>with over 50<\/span>\u00a0prospects<\/span>. In addition, we\u00a0<\/span>m<\/span>apped detailed user flows to shape\u00a0<\/span>the\u00a0<\/span>scope of our\u00a0<\/span>journey MVP.\u00a0<\/span>We then\u00a0<\/span>s<\/span>upported\u00a0<\/span>our client\u2019s<\/span>\u00a0vendor selection process, evaluating\u00a0<\/span>over 100<\/span>\u00a0vendors to meet<\/span>\u00a0their<\/span>\u00a0use case needs.\u00a0<\/span>Finally<\/span>,<\/span>\u00a0we c<\/span>ollaboratively\u00a0<\/span>built<\/span>\u00a0and tested\u00a0<\/span>the\u00a0<\/span>MVP iteratively in\u00a0<\/span>a<\/span>gile sprints.<\/span><\/span>\u00a0<\/span><\/p>\n <\/div>\n <\/div>\n <\/div> <\/div>\n<\/section>\n\n\n\n

    \n
    \n

    \n The value delivered<\/h2>
    \n
    \n

    We\u00a0<\/span>d<\/span>esigned and tested high-fidelity prototypes of optimi<\/span>s<\/span>ed\u00a0<\/span>journeys,\u00a0<\/span>ultimately<\/span>\u00a0d<\/span>eliver<\/span>ing<\/span>\u00a0an MVP product that underwent rigorous testing\u00a0<\/span>to ensure its\u00a0<\/span>readiness for<\/span>\u00a0go-live implementation. The end deliverable provide<\/span>d our client with<\/span>\u00a0an enhanced customer and employee experience<\/span>,<\/span>\u00a0via a phased rollout of journey improvements\u00a0<\/span>priorit<\/span>i<\/span>sed<\/span>\u00a0based on business impact.<\/span>\u00a0Potential clients are\u00a0<\/span>now\u00a0<\/span>able to input their wealth\u00a0<\/span>and\/or<\/span>\u00a0asset management information and personal goals for opening an account<\/span>\u00a0with\u00a0<\/span>the firm<\/span>. As a result,\u00a0<\/span>our client\u2019s<\/span>\u00a0advisors are better\u00a0<\/span>equipped<\/span>\u00a0for their first meeting<\/span>\u00a0with potential clients,<\/span> allowing more time to grow the relationship and manage their portfolio going forward.<\/span><\/span><\/p>\n <\/div>\n <\/div>\n <\/div> <\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":55534,"template":"","related_service":[340],"related_industry":[341],"class_list":["post-55532","case_study","type-case_study","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"\nFTSE 100 wealth advisory firm: building a leading client onboarding experience - Elixirr<\/title>\n<meta name=\"description\" content=\"A FTSE 100 wealth advisory firm partnered with Elixirr to redesign its onboarding experience\u2014cutting end-to-end time from ~60 days to under 5.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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srcset=\"https:\/\/www.elixirr.com\/en-us\/wp-content\/uploads\/sites\/2\/2025\/10\/wealth-advisory-firm-article-feature-1-1.jpg 820w, https:\/\/www.elixirr.com\/en-us\/wp-content\/uploads\/sites\/2\/2025\/10\/wealth-advisory-firm-article-feature-1-1-300x180.jpg 300w, https:\/\/www.elixirr.com\/en-us\/wp-content\/uploads\/sites\/2\/2025\/10\/wealth-advisory-firm-article-feature-1-1-768x461.jpg 768w, https:\/\/www.elixirr.com\/en-us\/wp-content\/uploads\/sites\/2\/2025\/10\/wealth-advisory-firm-article-feature-1-1-87x52.jpg 87w, https:\/\/www.elixirr.com\/en-us\/wp-content\/uploads\/sites\/2\/2025\/10\/wealth-advisory-firm-article-feature-1-1-319x191.jpg 319w, https:\/\/www.elixirr.com\/en-us\/wp-content\/uploads\/sites\/2\/2025\/10\/wealth-advisory-firm-article-feature-1-1-479x287.jpg 479w, https:\/\/www.elixirr.com\/en-us\/wp-content\/uploads\/sites\/2\/2025\/10\/wealth-advisory-firm-article-feature-1-1-567x340.jpg 567w, https:\/\/www.elixirr.com\/en-us\/wp-content\/uploads\/sites\/2\/2025\/10\/wealth-advisory-firm-article-feature-1-1-767x460.jpg 767w\" sizes=\"(max-width: 820px) 100vw, 820px\" \/> <div class=\"wp-component-card__preview-icon\">\n <span class='edwp-svg '><svg width=\"47\" height=\"47\" viewBox=\"0 0 47 47\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g>\n<path d=\"M23.4141 0.539062C36.1232 0.539183 46.4258 10.8416 46.4258 23.5508C46.4257 36.2599 36.1231 46.5624 23.4141 46.5625C10.7049 46.5625 0.402465 36.2599 0.402344 23.5508C0.402344 10.8415 10.7048 0.539062 23.4141 0.539062ZM23.4141 1.68945C11.3606 1.68945 1.55273 11.4974 1.55273 23.5508C1.55286 35.6041 11.3607 45.4111 23.4141 45.4111C35.4673 45.411 45.2743 35.604 45.2744 23.5508C45.2744 11.4974 35.4674 1.68957 23.4141 1.68945Z\" fill=\"currentColor\"\/>\n<path d=\"M19.2841 33.6992C18.9579 33.6986 18.6374 33.6111 18.3543 33.4454C17.7167 33.0759 17.3203 32.3585 17.3203 31.5797V15.8189C17.3203 15.0379 17.7167 14.3227 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class=\"wp-component-card__terms\">\n <div class=\"wp-component-tags edwp-component\">\n <div class=\"wp-component-tags__tag\">\n Wealth & Asset Management <\/div>\n <div class=\"wp-component-tags__tag\">\n Onboarding Solutions <\/div>\n <\/div>\n <\/div>\n <\/div>\n <div class=\"wp-component-card__button-wrapper\">\n <button class=\"btn btn--link arrow wp-component-card__button\">\n Read more <span class='edwp-svg '><svg width=\"20\" height=\"20\" viewBox=\"0 0 20 20\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g id=\"Lg\">\n<path id=\"Vector\" d=\"M1.12509 9.50162H15.8648L9.43259 3.06941C9.374 3.0113 9.3275 2.94216 9.29576 2.86599C9.26403 2.78981 9.24769 2.70811 9.24769 2.62559C9.24769 2.54307 9.26403 2.46137 9.29576 2.38519C9.3275 2.30902 9.374 2.23988 9.43259 2.18177C9.54971 2.06535 9.70814 2 9.87328 2C10.0384 2 10.1969 2.06535 10.314 2.18177L17.8151 9.6829C17.8737 9.74101 17.9202 9.81014 17.9519 9.88632C17.9837 9.96249 18 10.0442 18 10.1267C18 10.2092 17.9837 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