✦ CUSTOMER SUCCESS STORY
The Pacific Financial Group Creates Fast and Seamless Digital Experiences for Advisors and Clients
How SmartIQ™ transformed TPFG's forms processes, reducing Not in Good Order (NIGO) rates and enabling digital onboarding.
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Impact at a glance
$3.9B
Assets Under Management
Managing retirement accounts for RIAs and broker-dealers.
95%
NIGO Reduction
Significant decrease in forms returned for errors.
Hours
Eliminated in Manual Entry
For every advisor, every time.
4+
Core Integrations
Salesforce, Orion, DocuSign, and Laserfiche.
About The Pacific Financial Group
The Pacific Financial Group (TPFG) is a third-party investment and wealth management advisory firm with headquarters in Bellevue, Washington. The company works with independent financial advisors across the U.S. to provide asset management services, portfolio management, and mutual funds for both individuals and institutional clients. Its primary focus is providing self-service brokerage accounts for retirement funds like 401K and 403b accounts. The firm had $3.9 billion in assets under management in 2022.
Location
Bellevue, WA
Industry
Financial Services
Products
SmartIQ
Integrations
Orion, Salesforce, DocuSign and Laserfiche
The Journey to success
The Challenge: Streamlining Advisor Form Processes
TPFG’s business model focuses on supporting registered independent advisors (RIAs) and broker-dealer firms, so it’s crucial to make the advisor experience as simple and fast as possible. This is particularly important with many advisors and their clients working remotely. The number of forms involved across the onboarding and servicing process had become overwhelming to the business, its advisors, and their clients.
Historically, TPFG required advisor clients to use fillable PDF forms to complete several processes, including opening new accounts and service requests, like changing a beneficiary, changing the investment mix, or requesting account liquidation. Client onboarding forms such as custodian agreements can be particularly complex with multiple joint parties involved in an investment, or separate forms required for each investment fund. A new account could require 10 or more different forms, each asking some of the same basic questions.
Manual and Inefficient Form Completion
Fragmented Submission Process
High Risk of Errors and Rework
Labor-Intensive Data and Document Management
The complexity of our PDF forms was a major barrier. Advisors would procrastinate because the process was so painful, leading to significant delays in client onboarding.
Jennifer Rowe, Operations Lead, TPFG
The Solution: SmartIQ Integrated for Guided Paperwork
After searching the market, TPFG selected SmartIQ from Smart Communications to digitally transform and automate its forms process. The solution was branded internally as the Guided Paperwork Solution (GPS).
TPFG was recognized as the winner of the Model Wealth Manager Award for Streamlining Advisor Workflows for its forward-thinking approach to customer service.
Explore the Award StoryNew Account Opening
- Select interview based on account type
- Pull data from Orion and Salesforce
- Integrated DocuSign for instant signatures
- Auto-archive to Laserfiche
Account Servicing
- Embedded interviews in advisor portal
- Instant Salesforce case creation
- Real-time status tracking for advisors
- Low-code automation for ops teams
Transform Your Forms and Data Collection Processes Today
See how SmartIQ can streamline your operations like it did for TPFG.
Outcomes and Impact
- Reduce turnaround times for customer communications
- Automate dynamic communications processes driven by core-system data
- Minimize compliance risks by standardizing templates and language
- Increase accuracy by eliminating manual data entry
- Empower non-technical users to generate complex documents effortlessly
- 90% Increase in speed for customer ad-hoc responses
Future Plans: Expanding Digital Processes
TPFG is committed to eliminating their PDF library entirely. Future plans include training the full sales team on SmartIQ capabilities and establishing an adoption committee to identify new processes for automation.
Continuing to simplify operations for a customer-driven world.
Jennifer Rowe, Operations Lead, TPFG
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