fintechbenchmark.com: The Fintech Benchmark

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.

Client Relationship Management (CRM) Systems features explained

for Client Services