80% Faster Trade Request Operations for Sovereign Financial Group

Salesforce serves as Sovereign Financial’s central hub for back-office operations and client records, integrating with Orion and other core systems so advisors can manage key information in one place. However, quickly interpreting and acting on important client, portfolio, and compliance data was difficult for advisors and internal teams.

Sovereign Financial needed to capture advisor preferences, investment selections, and applicable compliance categories, then enable advisors to pass that guidance on to clients. With static fields, it was difficult to quickly read, interpret, and act on critical client and investment details.

Investment instruction changes were also managed through long email threads and chats, creating inconsistent submissions, missing information, and repeated follow-ups between advisors and operations teams.

Sovereign Financial wanted an easier-to-use process inside Salesforce that could present information clearly, standardize investment instruction requests, improve visibility and auditability, and reduce turnaround times for advisors and internal teams alike.

Sovereign Financial used Titan Experience Studio to build a centralized CAASP system for client setup and trade request management inside Salesforce. The solution lives under a dedicated CAASP tab and provides tailored experiences for advisors and internal operations teams.

Advisors open the CAASP tab to access household summaries, investment instructions, financial accounts, models, and allocation details in a single guided view. From there, they can update portfolio group and account information through guided sections and button clicks instead of long email threads, chats, and Salesforce tickets.

On the operations side, trade and back-office teams can preview and validate changes before submission. Titan automatically generates summary documents for review and download, then creates a CAASP trade request in Salesforce with attached instructions and client-facing overview documents. Once submitted, the process completes in approximately 20 to 30 seconds, with confirmation emails and audit records automatically sent to the request creator.

Sovereign Financial also launched Titan surveys through Experience Studio to measure advisor satisfaction after trade requests are completed. Surveys are automatically triggered at the end of each process using a six-star rating scale, while responses rated four stars or lower automatically trigger internal follow-up and triage workflows.

80% Faster Operations: Trade request workflows that previously took up to a week can now be completed within a day.

Advisor Requests Reduced from 30 Minutes to 5 Minutes: The previous email-based process for advisor requests was reduced from approximately 30 minutes to 5 minutes per request, including client confirmations and follow-ups. The team can now process up to 15 CAASP requests per day.

0% Trade Errors Over 6 Months: Sovereign Financial reported no trade errors over a six-month period after implementing the Titan-powered process, reducing misunderstandings and minimizing back-and-forth follow-ups with clients.

Standardized Requests Reduced Follow-Ups: Guided submissions, document previews, and confirmations help ensure complete information is collected before requests are submitted, reducing follow-ups between advisors and operations teams.

5.96 out of 6 Advisor Satisfaction Score: Following the rollout of the Titan-powered experience, advisor surveys now average 5.96 out of 6 stars. The improved experience eliminated the need for continued adjustments to the advisor workflow previously raised through bi-weekly advisor committee feedback.

Real-Time Advisor Feedback: Titan surveys give Sovereign Financial real-time feedback from advisors after completed requests. Ratings of four stars or lower automatically trigger internal follow-up workflows.

Improved Auditability and Compliance Visibility: By moving trade requests into a structured Salesforce-connected process, Sovereign Financial gained stronger operational visibility, improved audit readiness, and more consistent recordkeeping across teams.