at Financial Technnology Year
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Features in Client Relationship Management (CRM) Systems
for Client Services
Platforms that manage client information, track interactions, and provide a comprehensive view of client relationships and account activities.
We ask vendors to mark their product against our feature list. It is not available for all products and in some cases we have derived data from publicly available sources. The list of features follows. Vendors can add a further 10 key features of their own.
360-Degree Client View
Capabilities that provide a holistic, unified dashboard of all client account details, activity, positions, and service history.
- Account Aggregation
- Aggregates data from multiple accounts, consolidating positions, balances, and activities in one view.
- Client Segmentation
- Filters and visualizations to quickly group and analyze clients by segment or profile.
- Cross-Channel Activity
- Shows client activity across email, phone, chat, web, and mobile touchpoints.
- Custom Dashboard Widgets
- Allow users to tailor dashboard content to individual preferences.
- KPIs at a Glance
- Displays key performance indicators relevant to client health and engagement.
- Portfolio Overview
- Summary view of client portfolios, holdings, and risk exposure.
- Real-Time Updates
- Dashboards and client views update dynamically with live data.
- Relationship Mapping
- Visual and data tools to map associations between clients, households, and related entities.
- Service Case Overview
- Unified access to service tickets and requests related to each client.
- Time to Load Dashboard
- Time required to fully load and render the 360-degree client view.
Analytics and Reporting
Advanced tools for generating, visualizing, and distributing insights from CRM data.
- Analytics API Access
- Programmatic access to analytics for integration with other systems.
- Custom Report Builder
- User-friendly interface for building bespoke reports.
- Export Data Formats
- Range of export options for report outputs (PDF, CSV, XLSX, etc.).
- Interactive Dashboards
- Dynamic, visual dashboards with drill-down capability.
- KPI Customization
- Set and monitor key performance indicators relevant to client service.
- Number of Concurrent Reports
- How many reports can be generated simultaneously.
- Real-Time Analytics
- Support for near real-time data visualization and analysis.
- Report Generation Time
- Average time to produce standard analytical reports.
- Scheduled Reports
- Ability to automatically deliver reports on a defined schedule.
- Standard Report Library
- Built-in set of common reports (activity, contact, pipeline, etc.).
Client Communication Tools
Built-in or integrated solutions for messaging, document sharing, and outbound campaigns to clients.
- Automated Reminders
- System-generated reminders for pending actions or documents.
- Bulk Email Campaigns
- Ability to create and send targeted email campaigns to clients.
- Campaign Analytics
- Track open rates, clicks, and engagement for outbound communications.
- Concurrent Campaign Limit
- Maximum number of simultaneous outbound campaigns.
- E-Document Delivery
- Securely send statements, disclosures, and other documents to clients.
- Message Delivery Time
- Average time for messages to be delivered to clients.
- Opt-In/Opt-Out Management
- Maintain compliant records of client marketing communication preferences.
- SMS Integration
- Direct messaging via SMS to clients’ registered numbers.
- Secure Messaging
- End-to-end encrypted chat or messaging with clients within the platform.
- Template Management
- Central management of approved email and message templates.
Client Data Management
Features that facilitate the secure storage, organization, and retrieval of client information and documentation.
- Advanced Search and Filtering
- Robust search functionality with multiple filter options to quickly locate client records.
- Bulk Data Import/Export
- Support for importing or exporting client data in various formats (CSV, Excel, etc.).
- Compliance Tagging
- Ability to tag and flag records for regulatory and compliance review.
- Comprehensive Client Profiles
- Ability to store and display detailed information for each client, including personal, financial, and contact information.
- Custom Fields
- Ability to add company-specific fields to client profiles.
- Data Enrichment Tools
- Integration or automatic population of client profiles with data from external and internal sources.
- Data Storage Capacity
- Total amount of client data and documents that can be stored.
- Data Validation
- Automated checks and validation routines to ensure data quality and consistency.
- Document Management
- Support for storing, organizing, and retrieving client-related documents and forms.
- Historical Record Keeping
- Maintains a comprehensive change history or audit trail for client data.
- Multi-language Support
- Support for multiple languages in client data fields and interfaces.
Compliance and Security
Controls and tools that ensure regulatory compliance, data protection, and access monitoring.
- 2-Factor Authentication
- Support for two-factor (2FA) or multi-factor authentication (MFA).
- Anonymization and Pseudonymization Tools
- Support for making data non-attributable for testing or analytics.
- Audit Trail
- Comprehensive logs of user activities and changes in the platform.
- Client Consent Management
- Capture and store records of required consents and data handling preferences.
- Data Encryption
- Data encrypted at rest and in transit according to industry standards.
- Data Retention Policies
- Configure how long records are retained in accordance with regulations.
- Number of Compliance Certifications
- Count of third-party compliance certifications (e.g., ISO, SOC2).
- Regulatory Reporting
- Integration with required regulatory systems for reporting and compliance filings.
- Role-Based Access Controls
- Granular user access permissions, ensuring only authorized users access sensitive data.
- Third-Party Access Controls
- Monitor, restrict, and log third-party system integrations and access.
Integration and Extensibility
Capabilities for connecting the CRM to other brokerage, market data, communication, and back-office systems.
- API Availability
- Comprehensive API access for data exchange and process integration.
- Batch Data Sync
- Scheduler and tools for batch synchronization of large data sets.
- Concurrent Integration Limit
- Maximum number of concurrent system integrations supported.
- Custom Plug-In Support
- Extend system with in-house or third-party plug-ins and extensions.
- Integration Monitoring
- Visibility and alerts regarding integration health and data flow.
- Mean Integration Response Time
- Average response time for key API calls or integrations.
- Open Data Standards
- Support for widely accepted data exchange standards (FIX, OFX, REST, etc.).
- Single Sign-On (SSO)
- Integrate with directory services for unified credential management.
- Third-Party App Marketplace
- Catalog of pre-built integrations with popular fintech and productivity tools.
- Webhooks
- Configurable webhooks for real-time system notifications and triggers.
Interaction Tracking
Tools to capture and record all forms of communication and engagement between brokerage staff and clients.
- Activity Alerts
- Real-time notifications based on specific client activity or inactivity.
- Activity Logging
- Automatic or manual recording of client interactions (calls, emails, meetings, etc.).
- Bulk Interaction Upload
- Ability to bulk upload historical interactions.
- Call Logging and Recording
- Support for logging calls and, where allowed, recording conversations.
- Email Integration
- Ability to link and track email exchanges within client records.
- Interaction Storage Duration
- Duration for which interaction records are stored and accessible.
- Interaction Timeline
- Visual timeline display of all past client interactions.
- Meeting Scheduling
- Integrated scheduling tools for arranging meetings with clients.
- Notes and Attachments
- Add contextual notes and attach relevant files to each interaction.
- Task Assignment
- Assign follow-up actions or tasks based on interactions.
Performance, Reliability, and Support
Key attributes for continuous operation, vendor responsiveness, and technical support.
- 24/7 Support Availability
- Access to technical support around the clock.
- Disaster Recovery and Backup
- Automated data backup and rapid failover capabilities.
- Incident Notification
- Immediate alerts to administrators for system issues.
- Peak Concurrent User Support
- Maximum number of users supported simultaneously under full load.
- Performance Monitoring Tools
- Built-in utilities to monitor system health and usage.
- Regular Software Updates
- Commitment to periodic updates and enhancements.
- Response Time Guarantee
- Average time to respond to critical support requests.
- System Scalability
- Capacity to expand concurrent users or data usage without significant degradation.
- System Uptime SLA
- Contractually guaranteed percentage of system availability.
- User Community Portal
- Online forum and help center for users to share solutions.
Service Case and Ticketing Management
Tools for logging, tracking, assigning, and resolving client service and support requests.
- Active Case Limit
- Maximum number of open service cases the system can manage simultaneously.
- Assignment Rules
- Automated or manual assignment of cases to the appropriate team or individual.
- Average Case Resolution Time
- Mean turnaround time for resolving standard support tickets.
- Case Closure Feedback
- Collect client satisfaction feedback upon case resolution.
- Case Creation Automation
- Auto-generation of service cases from incoming emails or client messages.
- Case Resolution Workflows
- Guided workflows for efficient problem investigation and resolution.
- Client Portal Access
- Clients can view, update, and track their own tickets online.
- Internal Notes and Collaboration
- Private notes, file sharing, and team chat on each ticket.
- Priority and Categorization
- Support for tagging tickets by priority and type for routing and handling.
- SLAs and Escalation Rules
- Configurable SLAs and escalation triggers for overdue cases.
User Experience and Accessibility
Features that support ease-of-use, accessibility, and user interface customization for all staff roles.
- Accessibility Compliance
- Adherence to accessibility standards (e.g., WCAG) for users with disabilities.
- Contextual Help
- In-app help, tooltips, guides, and tutorials.
- End-User Training Tools
- Library of learning resources and onboarding modules.
- Localization
- Support for multiple languages and regional formats.
- Mobile Responsiveness
- Optimized interface for use on mobile devices.
- Multi-Window Support
- Ability to use multiple windows or tabs without session conflicts.
- Page Load Speed
- Average time to load main user interface pages.
- User Personalization
- Support for tailored views, notifications, and navigation per user.
- User Session Timeout Setting
- Duration after which an idle user is automatically logged out.
Workflow Automation
Automated workflows that streamline common client servicing tasks, onboarding, and approvals.
- Approval Routing
- Configurable multi-step approval flows for sensitive transactions or documentation.
- Average Task Completion Time
- Average time required for an automated workflow to complete a standard task.
- Concurrent Workflows
- Number of workflows that can be executed in parallel.
- Custom Workflow Builder
- Drag-and-drop interface for creating custom workflow templates.
- Document Generation
- Automatically generates standardized documents for client requests.
- Onboarding Automation
- Automates steps in the client onboarding process based on pre-defined rules.
- SLA Tracking
- Tracks workflow adherence to service level agreements.
- Service Ticket Automation
- Automates assignment and routing of client service tickets.
- Task Automation
- Automatically generates reminders, assignments, and escalations.
- Workflow Audit Logs
- Detailed tracking of workflow actions and status changes.