CASE STUDY · FINTECH CRM

A CRM that moves at the pace of the advisors.

Internal CRM · Wealth management · Sydney

A Sydney-based wealth management firm needed to run their book of clients from one place — relationships, transactions, KYC, compliance, and advisor workflows. We designed and built a bespoke internal CRM that replaced a stack of spreadsheets and a generic off-the-shelf tool that never quite fit.

Client portfolio dashboard — 412 active clients, filters, KYC status pills, risk tiers, advisor avatars, with activity feed and compliance alerts

APPROACH

Friction stacked on friction.

WK 01 SHADOW THE BOOK MONadvisor sit-in, 3 hrs TUEKYC queue walkthrough WEDreconciliation (paper, Fridays) THUcompliance mailbox triage FRIdebrief, first product sketch

WK 02 SHAPE THE PRODUCT MONthree sketches on the wall TUEproduct brief, 1 page WEDadvisor review · picked #2 THUclickable prototype FRIcompliance officer veto check

WK 03+ SLICE THE BUILD ▸thin vertical slice, auth + clients ▸masked prod data (day one) ▸ship to 3 advisors, widen ▸audit log before screen #2

ONGOING GATE THE SENSITIVE ▸RBAC + paralegal view ▸AUSTRAC surfaces locked last ▸compliance veto on every release

01 · SHADOW

We went to watch before we drew.

One week inside the book. Paper reconciliation rituals, the shared-inbox KYC queue, “their” client notes on local machines. The product shape emerged from watching, not from a requirements document.

Client detail view for LS-4218 — overview tab with risk assessment, AUM breakdown, household relationship graph, and latest transactions

OUTCOMES

One source of truth.
One screen.

The CRM went live quietly, one advisor team at a time. What changed, in order of how the firm talked about it:

ONE SOURCE OF TRUTH

Across 400+ client records — relationships, transactions, documents, notes — all in one place instead of three systems and a shared inbox.

KYC REVIEW CYCLE

From days to hours via a pipeline board and automated alerts. Reviewers see the queue, not their email. The SLA dashboard replaces the Friday status meeting.

TRANSACTION RECONCILIATION

Moved from a weekly manual pass to a daily automated one. Exceptions flag themselves; everything else clears overnight with an audit trail.

ROLE-BASED ACCESS & AUDIT

Role-based access control and audit logs on every sensitive action. Who saw what and when is a query, not an investigation.

COMPLIANCE-READY REPORTS

Generated in a click instead of compiled from scratch the week before a review. AUSTRAC-ready exports, monthly board packs, and per-advisor summaries all roll up from the same data.

KYC and compliance dashboard — pending, overdue, and cleared metrics with a review pipeline board and alert rules for PEP screening, source of funds, and AUSTRAC thresholds

“Very professional — and the results were very good.”

— Client, Sydney-based wealth management firm

Delivered during a difficult period; quick development, smooth delivery.

A Sydney-based wealth management firm running client relationships and AUM across a full-scale advisory book. We designed and built the CRM end-to-end — discovery with advisors, product shape, full-stack build, operations — and continue to ship improvements under a care retainer.

ONGOING

Live software,
not frozen software.

The CRM is a living system — advisors give us feedback weekly, we ship iteratively, and the feature set evolves with how they actually use it. The version live today is far from the version from six months ago, and it will be different again in six.