Client experience is often viewed as a relationship challenge. Often though, many of the pain points clients feel come from outdated or disconnected technology. Manual processes, disjointed tools, and inconsistent communication create friction that clients notice (whether wealth managers intend it or not).

Recent industry research underscores how high the stakes have become. The 2025 J.D. Power U.S. Investor Satisfaction Study finds that satisfaction depends less on investment performance and more on trust, ease of doing business, communication, and digital engagement. Investors now compare their wealth management experience not only to other advisory firms, but also to the digital services they get from banks, other tech, and consumer platforms.

What clients ultimately want is clarity, control, and consistent communication. Delivering all three at scale requires the right technology, without sacrificing the personal relationships that define great advice.

Deliver a Better Client Experience
Here are 10 practical ways firms can enhance the client experience, using capabilities purpose-built into SS&C Black Diamond^® Wealth Solutions.

1. Implement a Digital Client Portal
   Clients expect on-demand access to their financial lives. A centralized digital client portal, such as Black Diamond’s Client Experience Portal, delivers secure, 24/7 access to performance reporting, documents, and communications. According to the 2025 J.D. Power Wealth Management Digital Experience Study, investors who regularly engage with intuitive digital platforms report significantly higher satisfaction than those who do not.

2. Use Secure Messaging Tools
   Email is no longer sufficient for sensitive financial communications. Secure messaging tools in Black Diamond’s Vault improve data protection while reinforcing professionalism and trust.

3. Automate Performance Reporting
   Clients value transparency, but they don’t want to wait for quarterly meetings to see how their portfolios are performing. Automated, customizable reporting delivered through a digital portal saves time and builds confidence and clarity.

4. Create Personalized Dashboards
   Personalization is no longer optional as investors expect advice and reporting tailored to their unique financial situation. Personalized dashboards that show each client’s individual goals, account structures, and investment types demonstrate that your firm understands and prioritizes what matters most to them.

5. Offer Digital Onboarding
   First impressions are important. A smooth digital onboarding process, including digital forms and CRM integration, reduces friction and helps clients see value sooner. Better onboarding leads to higher early-stage satisfaction and stronger long-term relationships.

6. Build a Consistent Client Communication Cadence
   Silence creates uncertainty. Regular check-ins, performance summaries, and timely insights help clients feel informed and supported. Clear communication remains one of the strongest predictors of client satisfaction, loyalty, and retention.

7. Use Interactive Data Visualization
   Clients increasingly expect clear, visual storytelling, not just static spreadsheets. Black Diamond Reporting offers a dynamic dashboard that lets clients arrange metric cards according to their preferences. Interactive performance reporting visuals help clients better understand outcomes, tradeoffs, and progress toward their goals.

8. Provide a Robust Mobile Experience
   Clients want to access their portfolio information anytime and anywhere. Mobile-friendly tools like Black Diamond’s Mobile Application offer clients on-the-go access to their financial lives within a single application. Features such as real-time notifications and one-click connections to phone, email, and maps create a modern, efficient mobile experience.

9. Consolidate Accounts and Household Views
   A fragmented view of assets leads to a fragmented experience. Black Diamond enables holistic household and multi-generational views, helping clients see the full picture of their financial lives and reinforcing the advisor’s role as a trusted coordinator.

10. Solicit Feedback and Act on It
    Client experience is not static. Studies like the 2025 Voice of the Client research from Wealthtender, which analyzes thousands of real investor reviews, show that clients value firms that listen, adapt, and evolve. Asking for feedback and acting on it shows commitment and builds loyalty.

Client expectations are higher than ever, but this also means there is an opportunity to exceed them. Today, client satisfaction in wealth management depends on how easy it is to interact, how clearly information is shared and how well technology supports, rather than replaces, the advisor-client relationship.

By implementing these 10 strategies with the support of technology partners like Black Diamond, firms can deliver a digital-first, client-centric experience. This approach strengthens relationships, drives referrals, and positions wealth management firms and trust companies for long-term growth.

Ready to see how SS&C Black Diamond Wealth Solutions can elevate your client experience? Request a personalized demo, call 1-800-727-0605, or email info@sscblackdiamond.com today.