Faced with outdated paper systems and growing operational demands, the Company turned to WealthHub to digitize and automate its trust administration. Today, every employee operates on a single, integrated platform that combines CRM and fiduciary workflows, delivering accurate data, compliance assurance, and powerful reporting. WealthHub has become the backbone of the company’s growth—transforming a century-old trust company into a model for modern fiduciary operations.
WealthHub turned our data into insights.
The subject of this case study, like many of our clients, prefers to remain anonymous, but was eager to share how WealthHub has helped transform its operations on an anonymized basis. It is referred to simply as the “Company” in this case study. In addition, the Company uses the term “Shared Family Office” to refer to its model, describing their role in serving 40 families from a trust company foundation. In many ways, it resembles a multi-family office in its operations but with the compliance and administration requirements common to trust companies.
The Challenge
Paper-Based Workflows in a Digital World
Before adopting WealthHub, the Company’s daily operations depended on paper forms, color-coded spreadsheets, and long email chains. Discretionary approvals required manual tracking, distribution requests passed between departments via email, and critical data lived in disconnected documents.
The result:
- Communication bottlenecks and lost time waiting on responses
- Limited cross-family insights and reporting capability
- Data inaccuracies and compliance risks from manual entry and version errors
“We were a paper-based system trying to survive in a remote world,” recalled one team member. “It quickly became impractical.”
Even as the team digitized forms using DocuSign to keep operations afloat during lockdown, it was clear DocuSign was not a long-term solution. They needed a single system that could handle both client relationship management and trust administration workflows—a system that was accurate, automated, and adaptable for the long term.
WealthHub, Where CRM Meets Trust Administration
In 2020, the Company began searching for a new Customer Relationship Management (CRM) platform, but they quickly realized that generic CRM systems lacked the fiduciary depth and workflow control they needed. That search led them to WealthHub, a solution purpose-built for trust companies and family offices that is built on the Salesforce platform, the world’s leading CRM.
They began by deploying WealthHub as a CRM replacement, streamlining client data management and communication tracking. Once the team saw the system’s potential, they expanded into WealthHub’s trust administration capabilities, beginning with their complex distribution approvals process.
Because the Company operates without in-house banking, its distribution process involves multiple approvals and dependencies. Working closely with the WealthHub customer success team, they configured WealthHub’s distribution workflow to meet the unique aspects of their distribution process, including multi-step workflows with if/then logic, automated routing, and embedded compliance controls.
The WealthHub team became an extension of our operations. They’ve been incredibly responsive, and continue helping us configure, customize, and train new staff so the system evolves right alongside our business.
At a Glance
The Company evolved from a single-family office into a multi-family trust company providing investment management, fiduciary administration, tax planning, governance, and family office services.
As they grew, operations remained rooted in paper, spreadsheets, and email-based processes. The system was strained by the complexity of modern fiduciary work, but when COVID-19 hit, it exposed the limits of those manual workflows and became a catalyst for immediate change.
Users: 38
Families Served: 40+
Integrations with WealthHub: Addepar
Key Results
- Automated workflows across all departments
- Accurate, compliance-ready data
- Real-time reporting and dashboards
- Firm-wide adoption and efficiency gains
The Transformation
From Manual Tasks to Unified Workflows
What began as a CRM upgrade evolved into a firmwide digital operating system. Today, a team of 38 users rely on WealthHub every day. The platform now supports nearly every business process, including:
- Distributions with automated routing and approval controls
- Discretionary checklists integrated with voting records
- Compliance reporting generated instantly with one click
- Tax team workflows for tracking return preparation and filing
- Corporate finance dashboards for internal oversight
- BSA/AML transaction reviews for risk management
Senior management uses customized dashboards and reports for firm-wide and family-specific oversight, while client service teams build on-demand reports to respond quickly to family requests.
“Everybody is in WealthHub all the time for one reason or another,” said a manager. “Each user has dashboards tailored to their work, so they can immediately see what they’re responsible for.”
The Result
Accuracy, Efficiency, and Insight
The most immediate benefit they realized was data integrity. Using WealthHub’s validation rules, pick lists, and field controls, the firm systematically eliminated manual entry errors and inconsistent data.
Early “anomaly” reports helped detect and resolve discrepancies, turning data cleanup into a continuous improvement process. Over time, these controls created a trusted, single source of truth for all client and trust data.
“Data is just data until you can turn it into something digestible,” one manager said. “WealthHub turned our data into insights.”
With Salesforce-powered reporting and analytics, the Company can now join data from multiple sources, schedule recurring reports, and distribute them automatically to stakeholders, delivering the right information to the right people, in the format they need.
Operationally, the firm has eliminated most manual routing and DocuSign envelopes, saving both time and cost. Compliance teams now rely on real-time dashboards to confirm processes are complete, accurate, and audit-ready.
Beyond the technology itself, the Company valued WealthHub’s strong customer support and responsiveness, calling out WealthHub’s patience, expertise, and willingness to propose practical solutions, which helped them move quickly through the learning curve and continue refining workflows as needs evolved.
We’ve made believers out of even the skeptics. WealthHub improved workloads across the firm and gave us flexibility we never had before. With their support, we’ve been able to turn everyone’s wish list into reality.
Conclusion
The Power of a Purpose-Built Platform
By uniting CRM functionality with trust administration, WealthHub transformed the company from a paper-heavy operation into a data-driven, efficient, and compliant organization.
The flexibility of the platform, combined with the responsiveness of the WealthHub support team, ensures the system continues to evolve with the Company’s needs. New workflows, reports, and dashboards can be configured in-house or with WealthHub’s expert assistance.
The Company now spends less time managing data and more time serving families with clarity, accuracy, and confidence.