Case Study: Asset Manager Company enhances digital onboarding with SS&C Flex

Enhancing Digital Onboarding A Seamless Transition to a New Investor Platform

Asset Manager Company worked with SS&C Technologies to support a major upgrade of its investor platform, including the rollout of multi-factor authentication (MFA). The change was expected to improve digital self-service, but the company anticipated a surge in investor questions and call volume that could strain service levels and create customer dissatisfaction.

SS&C Technologies provided SS&C Flex supplemental customer care support, quickly deploying a scripted call center, a dedicated toll-free line, and assistance with MFA setup, web navigation, password resets, and other non-transactional inquiries. The solution reduced agent talk time, improved the investor experience, minimized business disruption, and helped the asset manager flex staffing as volumes changed while successfully introducing new self-service functionality.