Listening, Learning, Delivering

We’re always working to improve the SS&C Black Diamond^® Wealth Platform; many of our best ideas come directly from our clients. Whether it's a feature request or a workflow tweak, client input plays a central and invaluable role in shaping what we build next. Requests are signals that help us create a better experience for everyone. We listen deeply and collaborate closely with our clients to uncover what’s driving each request.

Recently, we were challenged with a request to integrate insurance data and information. Specifically, to create a dedicated space to capture, store, and display annuity policy details natively within Client View and the Client Experience portal. We evaluated the request and embraced the opportunity to build what we knew could be a highly valuable tool. From building the data feed to creating the page and understanding the information to display, we partnered closely with our clients, requesting feedback and input and relying on their expertise.

Within months, our team designed a new dashboard tool that met a specific need and quickly became a favorite among firms facing similar challenges. But the journey from idea to implementation is never simple, and the real story lies in how we get there.

From Ask to Execution: Turning Insight into Action

When a client makes a request or suggestion, we start by looking beyond the initial request. We ask strategic questions that help us move from a narrow request to a broader, more scalable solution, including:

• What outcome are they trying to achieve?
• Are alternative tools already available within the platform to achieve that more efficiently?
• Can we improve the workflow to deliver value across multiple clients, not just one?
  
  

Thoughtful discovery isn’t about checking boxes. It’s about asking the right follow-up questions, understanding the context, and designing with intention. That means we’re digging into the goals behind the request and looking for smarter ways to achieve it. Our clients don’t speak in programming code, nor should they have to. They describe outcomes, and we bring those outcomes to life.

In fact, more than 97% of the features we develop that start from a single ask are eventually rolled out platform-wide. Why? Because they’re further informed by collaboration, evaluated through a strategic lens, and built with the flexibility to scale. Our development work becomes stronger when it’s rooted in shared insight, and when we build it well, it often solves a need far beyond the original request.

Revisiting What Matters

Sometimes, the best time to act on feedback is later. We can’t touch every area of the platform in every release, but we observe trends that signal when it’s time to revisit an application. When an area begins to trend, we know it is time to revisit with fresh eyes.

Before we begin work, we take a wide-angle view of requests and feedback provided over time. We gather insights from client calls, service conversations, sales team trends, and our Great Ideas portal, then shape updates that reflect emerging needs.

As one of our team members said, "It’s like remodeling a kitchen. You may have replaced a faucet or appliance over the years as natural wear occurs, but when you remodel, you revisit the layout, function, and aesthetics as well."

When it came time to redesign our client portal, we revisited all the information we had received from clients to ensure that the new portal would remain one that our clients rave about. We also had numerous conversations, taking in feedback, sharing, and validating our plans. The result has been a resounding success, with high praise and adoption. And we’re continuing to listen now that the redesigned portal is live, so we can keep improving based on how it’s being used.

Closing the Loop

Clients can expect proactive communication when their feedback leads to action. If a request is submitted through the Great Ideas portal and tied to a development ticket, anyone who followed it receives a notification when the feature goes live.

Significant updates are also shared through release notes, admin messages, and direct service team outreach. Our client-facing teams are kept closely informed on new functionality so they can pass along timely updates during regular check-ins. We’re also always looking for feedback on and evaluating our communication patterns for improvement.

A Partnership That Delivers

We approach every conversation with clients as an opportunity to listen, learn, or plan to deliver. These conversations are about more than features. They’re about working smarter, solving the right problems, and making a difference for firms. Whether that means flagging a bottleneck or delivering a long-awaited enhancement, we measure our success by the outcomes our clients achieve.

By listening closely, designing with intent, and acting strategically, we help transform everyday feedback into lasting improvements. Our commitment to continuous improvement means that when our clients succeed, we do too.

To learn how our team can support your advisory firm, request a personal demo, call 1-800-727-0605, or email info@advent.com.