Hi @Lauren Bernal, in a previous life I helped a lot of firms with CRM implementation and process automation build outs for firms of your size. A lot of this depends on if the CSA roles are dependent on the client or not (ie. Dave might be the insurance CSA on Client A but Mary is the insurance CSA on Client B). In this case, you want role-based process automation. If your CSAs are fairly rigid in their responsibilities (Dave is _the_ insurance CSA for all clients, always) then setting up task queues for process automation makes more sense as you'll be able to add capacity to the queue as needed which can be useful during surge periods. I'd imagine that with $3B and 3,000+ clients, you probably have more than just that 8 advisor team in your CRM and different teams have different ideas about workflows. When I worked at Practifi (a Salesforce-based CRM) we handled these varied setups pretty well with our rules-based, role-based process engine which allows for different workflow routing for different offices/teams and customizable forms for tasks (in a typical Salesforce org, you'd probably use Screen Flows for this, same idea but requires more technical expertise to do). In these setups, we'd typically build processes that start with an initial intake form for the Advisor to fill information out in, and the process logic would route subsequent tasks accordingly based on either queue or user/client role from there. All that said, it's usually best to try and get every office/team on the same process over time, especially if you're planning on having a pool of specialized CSAs shared by all advisor teams. Salesforce or Practifi+Salesforce is probably your best bet for role-based process automation.

Hi all, I'm Jayce from out in Chicago. Not an RIA operator myself - but spent about 7 years helping firms implement CRM and build custom solutions as a technology and product leader at Practifi. I've been helping firms big and small solve simple and complex challenges with their technology, so hoping to be a resource for anybody who needs it. I've also just rolled out an RIA industry intelligence app called RIA Pulse which uses historical regulatory filings to provide firm owners with a complete RIA Database,, performance metrics, historical analysis, peer benchmarking and rankings. It's 100% FREE while in beta so feel free to check it out and tell me what you think!