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Customer Stories

How a North American wealth management firm accelerated their regulatory disclosures change cycle to meet compliance deadlines

When the Chief Compliance Officer (CCO) at a leading North American wealth management firm learned about the Regulation Best Interest, he was immediately concerned about the firm’s ability to meet the deadline. Failing to meet the deadline would increase their risk of violations, fines, and costly remediation events.

The Form CRS would need to be added to all their customer communications, across all channels. After some investigation, the CCO concluded the system and process they used to manage customer communications was simply not up to the task.

Challenge: A fragmented process creates bottlenecks

In the client’s words, the process they used to manage customer communications was a homegrown “sausage factory” that had been cobbled together over years of use. It was fragmented and complex.

Solution: An intelligent content hub delivers simplicity and speed

The wealth management firm needed to modernize their approach to customer communications management in order to add the new disclosure content by the Regulatory Best Interest deadline. Speed and accuracy would be the keys to success.

They turned to Messagepoint’s Customer Communications Management (CCM) solution to modernize their management of regulatory disclosures and address their challenges head-on.


  • Eliminated reliance on IT and lengthy change cycles by giving full control to the Customer Experience team
  • Dramatically increased the speed of change cycles — enabling changes to be made within minutes to shared disclosure content across all channels and communications
  • Improved insight into the change status and increased collaboration between stakeholders
  • Reduced compliance risk


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