Optimizing Your Firm’s Service Experience

Katie Terry – 02/21/2023

A promise of impeccable, client-centric service is at the heart of the value proposition for SS&C’s Black Diamond Wealth Platform. The service team of more than 200 employees is laser-focused on offering a best-in-class client service experience. In 2023, the goal is to build upon the momentum created in 2022.

Last year, the team focused on providing more resources, better technology, and quicker time to solution. Additionally, we worked hard to increase support staff in many business areas. As a result, we doubled the size of the Rebalancer support team, implemented technology solutions to help scale, and built domain expertise in a variety of areas.

The team is always committed to being available how and when needed, offering support through various channels and resources. We’re excited to share some of what we worked on in 2022 and how these initiatives will add value to your experience as our client.

  • Xperience Teams: Black Diamond has extensive capabilities that have grown significantly. In the last five years, we’ve added a trading and rebalancing solution, RMD tools, ESG data, and we’re in the early stages of rolling out an enhanced Financial Planning integration and tool. To provide quicker time to solution, we’re excited to announce the launch of our “Xperience Teams.” Much like our Rebalancer and Report Consulting Teams, these Xperience Teams are comprised of specialized resources focused on specific areas of the platform – dedicated to directly supporting the Service Teams and our clients. These teams allow for easier access to domain expertise that can help clients and internal teams solve problems quickly.
  • Alternative Investment Support: Internally, we’ve focused on identifying meaningful opportunities to collaborate across SS&C Business Units and Product Lines to create a better client experience. SS&C has teams of in-house alternative investment experts as part of their fund administration business – and some of these teams even share office space with the Black Diamond teams in Jacksonville, Florida. By hosting collaborative conversations discussing the challenges advisors face with manual alternative investment workflows, we identified an opportunity and now offer outsourced solutions for Alternative Investment data entry.
  • Integrated CRM: Within the wealth management space, SS&C has complementary products that integrate seamlessly with Black Diamond, including fully integrated CRMs from SS&C Salentica. We want to drive significant value for firms, and we know that value begins with making it easy to use multiple solutions. With that in mind, the team is enhancing integrations, but we are also focused on the overall service model. This year, we’re looking forward to launching a more unified service model for firms leveraging Black Diamond and Salentica Elements. Going forward, Salentica experts live within the Black Diamond service organization, so clients who leverage both technology solutions will have a more cohesive implementation and service experience.
  • Training Opportunities: With ever-expanding platform capabilities, we continue to focus on the training opportunities we offer virtually and in person. Every month in Jacksonville, we host in-person workshops for new users and users looking to optimize their use of the platform plus, we offer a $500 credit for firms who join us. In addition, we are back on the road and planning at least two regional workshops this year – be on the lookout for announcements regarding dates and locations. Lastly, we continue to host monthly virtual workshops. Existing clients can access all information on training offerings directly within the BD LEARN site.

As a support team, we are proud of what we accomplished in 2022 and are excited to continue to offer unparalleled support and ongoing training in 2023 to ensure our firms get the most out of Black Diamond.

Request a personalized demo today and learn more about how our service team can support your unique advisory business.