Scenario: Advyzon Workflow Audit

The Scenario

It's your second week as COO. You've been given admin access to Advyzon and you're conducting an operational audit. You spend a day clicking through the system. Here's what you find:

Finding 1: There are 47 open tasks assigned to "Sarah M." — but Sarah left the firm 8 months ago. The tasks include things like "follow up with Henderson family on trust distribution" and "send Q3 performance reports to Williams household."

Finding 2: You pull a report of all client households sorted by last activity date. 23 of 150 households (15%) have no logged activity in the CRM for over 12 months.

Finding 3: You open the billing module and review the last quarter's fee run. You notice an account for "Garcia Family Trust" — a trust with $1.2M AUM — that is only being charged the advisory fee (0.85%). There is no trust administration fee applied.

Finding 4: The document management system shows 3 client folders with documents named "SCAN001.pdf," "doc_final_v2.pdf," and "untitled.pdf" with no categorization or description.

Finding 5: You look at the rebalancing dashboard. 34 accounts are flagged as "out of model tolerance" — meaning their asset allocation has drifted beyond the target range. The oldest flag is from 4 months ago.

Finding 6: The client portal usage report shows only 40% of clients have ever logged into their portal. 60% of client portal invitations are marked "sent" but never activated.

Questions

For each finding, answer: (A) What is the business impact? (B) What is your recommended fix? (C) How urgent is it (handle this week, this month, this quarter)?

Answer Key

Finding 1 — Orphaned Tasks: (A) Client service has fallen through cracks for 8 months. The Henderson trust distribution may be overdue, creating fiduciary liability. Performance reports may not have been sent. (B) Immediately reassign all 47 tasks to current staff. Prioritize client-facing tasks (distributions, communications) over internal tasks. Review each one to determine if the underlying work was completed by someone else or truly dropped. (C) This week. Client-facing tasks with fiduciary implications are urgent.

Finding 2 — Inactive Client Relationships: (A) 15% of clients haven't heard from the firm in a year. These clients are flight risks. Industry data shows client referrals are the #1 growth driver — inactive clients don't refer. (B) Create a prioritized outreach list. Have advisors personally call the top 10 by AUM this week. Schedule the rest for outreach over the next 30 days. Then implement a service calendar that ensures no client goes more than 6 months without contact. (C) Start this week, complete this month.

Finding 3 — Missing Trust Admin Fee: (A) Direct revenue leakage. At 0.30% on $1.2M, that's $3,600/year in fees not being collected. If there are other trust accounts with the same misconfiguration, the total leakage could be significant. (B) Audit every trust account's fee schedule in Advyzon. Add the trust admin fee to any accounts missing it. For the Garcia account, determine how long the fee has been absent — you may want to begin billing prospectively rather than trying to collect retroactively (which creates a client relations issue). (C) This week for the audit; implement fixes within 2 weeks.

Finding 4 — Document Chaos: (A) Compliance risk. SEC examiners expect organized, retrievable records. Un-categorized documents can't be found during an audit. (B) Establish a firm-wide document naming convention and folder structure. Clean up the existing mess over 30 days. Train staff on the new standard. (C) This month. Not urgent unless an SEC exam is imminent, but important for ongoing compliance hygiene.

Finding 5 — Stale Rebalancing Alerts: (A) Clients' portfolios have drifted from their target allocation for up to 4 months. This means their risk exposure doesn't match their risk tolerance (documented in Nitrogen). If markets drop and a client's portfolio was more aggressive than their target, the firm faces suitability complaints. (B) Triage: identify which accounts are most out of tolerance and rebalance the worst ones immediately. Then establish a monthly rebalancing review process. Advyzon's Quantum rebalancer can automate much of this. (C) This week for the worst offenders; systematic process within 30 days.

Finding 6 — Poor Portal Adoption: (A) Low portal adoption means clients aren't engaging with the firm between meetings. They're not seeing their performance, not accessing documents, and not feeling connected. This reduces perceived value and increases churn risk. (B) Run a portal re-invitation campaign. Have CSAs personally call clients to walk them through portal setup. Many clients skip it because they don't understand the value — a 5-minute guided tour converts most of them. Set a target of 75% portal adoption within 90 days. (C) This month. Important for retention but not operationally urgent.

COO ONBOARDING