The ROI of Orchestration in Client Communications: A SmartPATH™ Perspective

By Cindy Griffin, Vertical Marketing Lead at Smart Communications 

Trust is the bedrock of the financial services industry. Clients trust their financial well-being to their bankers and financial advisors; they trust that their financial services institutions will orchestrate better financial outcomes for them. But how do financial services institutions build that trust? The answer: delivering faster, more personalized communications at the right time can orchestrate better financial outcomes for their clients and increase trust. 

Even with the desire and the pressure to deliver faster, more personalized communications, financial services institutions need to be mindful of ballooning costs or overwhelming internal teams. The question we hear on nearly every discovery call: “How much will this cost, and what’s the ROI?” 

If you’re evaluating SmartPATH or comparing orchestration solutions, you’re probably balancing immediate budget concerns with long-term strategic goals. That’s why understanding the ROI of orchestration in client communications is crucial. 

Let’s break down how sophisticated orchestration software helps institutions like yours achieve measurable gains—both operational and experiential. 

The Problem: Disconnected Channels, Redundant Workflows, High Costs 

Traditional client communication systems often rely on siloed tools for email, print, SMS, and in-app messages. This fragmentation creates:

• Redundant processes and approvals
• Compliance risks due to inconsistent messaging
• Skyrocketing print and mailing costs
• Delays in client response times
• Poor client experience (CX) due to lack of personalization
• Missed opportunities to improve a client’s holistic financial picture 

It’s a high-cost, low-flexibility environment that doesn’t scale—and doesn’t serve your clients.  

The Solution: Omnichannel Orchestration with SmartPATH 

SmartPATH, Smart Communications’ digital orchestration platform, centralizes your client communication workflows across all channels. The result? Faster approvals, unified messaging, dramatically lower manual workload, and better outcomes for your clients. 

Life events or milestones are perfect opportunities to orchestrate client journeys and avoid these problems. Imagine that your client has a newborn child and contacts you to update the beneficiary on an account. This is a simple enough service request—and you may even be completing these requests efficiently today—but what else does it mean to your client’s financial situation now that they have a child?  

Your client may not be thinking about the cost of their newborn’s education or how their family’s financial situation may be affected. With SmartPATH, you can design client journeys that are automatically triggered based on a life event such as the birth of a child.  

Imagine how this client journey could be designed for better outcomes. The first step could be an education planning packet—personalized by state or jurisdiction—sent to the client explaining education savings options.  

The next step offers the client a choice: open an account on their own or contact their advisor for more help. Either option triggers additional events in the client’s journey, eventually leading them to open an education savings account for their new child. Additional long-term financial wellness nudges like age-based milestones can be designed into the journey to continue the client’s path to better financial outcomes. 

ROI Drivers You Can Measure 

Pricing vs. Value: The Real ROI Conversation 

We get it: software investments need to prove their worth. But when you factor in the cost of doing nothing—manual rework, compliance breaches, delayed responses—the value of SmartPATH is clear. 

What often starts as a pricing objection turns into an “aha” moment once teams calculate: 

And on top of the hard dollars you can save, SmartPATH ensures better financial outcomes and turns the client journey into a trust building journey. 

Ready to see SmartPATH in action and learn how leading financial institutions are cutting costs, accelerating workflows, and improving client experiences? Request a demo today. 

Frequently Asked Questions