How Futuregrowth’s Case Management System elevates the client experience

At Futuregrowth, we’ve always understood that strong relationships are the foundation of trust, and that trust is built not just on returns, but on responsiveness, clarity, and accountability. That’s why we are excited to announce the launch of our Case Management System – the result of a multi-year journey toward client engagement excellence. It is our direct response to what our clients told us they needed - seamless and transparent communication.   

The building of client-centric growth 

The journey to Case Management began more than four years ago. As Futuregrowth evolved from a boutique asset manager into a dynamic, growing business, we encountered the limitations of legacy systems. With different teams managing interactions and no central hub for client communications, our ability to ensure consistent client service and engagement began to strain under the pressure of scale. Importantly, we didn’t rely solely on anecdotal evidence. In 2024, we undertook a pilot market survey to gather structured, data-driven insights into the client experience.  

Insights from the field 

Through the pilot client survey conducted, we heard our clients loud and clear. While we were commended for our professionalism, integrity, and technical expertise, several critical service delivery pain points emerged. 

“There is sometimes a bit of a delay in the response time.”  

“The operational side brings down the service delivery, where communication and a lack of thorough understanding cause delays.”  

“Provide one central point of contact/email address for reporting queries. This would be helpful if someone is out of the office or unavailable.” 

This feedback painted a clear picture: clients wanted faster responses, greater transparency, and one consistent touchpoint for managing their requests - without being passed from team to team. Although development had already begun, the insights validated our direction and helped refine the Case Management solution to better align with client needs. 

What is Case Management? 

Case Management is a smart, structured feature built into our Microsoft Dynamics 365 CRM platform. It acts as a centralised access point for all client interactions - from queries and complaints to compliments and suggestions. It not only streamlines the intake of requests but ensures they are tracked, prioritised, and resolved within agreed turnaround times. Each interaction is assigned a unique case number, allowing clients to monitor progress and stay informed throughout the resolution journey. Crucially, the system is backed by a dedicated CRM team equipped with a dynamic, 200-topic “knowledge base” developed in collaboration with subject matter experts across Futuregrowth. This enables frontline staff to resolve queries without having to bounce between departments - minimising delays and eliminating confusion.

A more transparent, responsive experience 

With Case Management, Futuregrowth clients will no longer need to navigate multiple contact points or follow up on unresolved issues. Instead, they benefit from: One central point of contact for all needs. Automated case tracking, with instant confirmation of receipt and visibility into progress. Defined roles, responsibilities and governance, ensuring consistent service and resolution timelines. Faster, first-time query resolution, supported by an in-depth technical knowledge base. A “rate my service” feature enabling real-time feedback and accountability.  This isn’t just about faster service - it’s about trusted relationships built on responsiveness, reliability and transparency. 

Human-centred, technology-enabled

While Case Management represents a major technological advancement, its true power lies in how it enables a more human-centred approach to service. Every case is still handled by a person. Technology simply makes it easier for that person to be informed, efficient, and client-focused. This balance of digital automation and personal accountability reflects our belief that the client experience is where reputations are made or broken. In a highly competitive market, we know that excellence in experience is just as important as excellence in investment outcomes. 

Enabling tailored approaches

Implementing Case Management is not a one-off exercise. It forms part of a broader strategy to future-proof our systems, scale our service model, and embed client insight into business decision-making. With better data on the types of queries we receive - and how we resolve them - we can spot trends, anticipate needs, and tailor more strategic solutions over time. Looking ahead, the platform provides opportunities for future integration with other business systems, creating further improvements in how we collect insights, resolve challenges, and co-create value with our clients. 

A public commitment to service excellence 

At its core, Case Management is a signal of intent. It’s our public commitment to resolving a known pain point - and to transforming it into a competitive advantage. It’s about ensuring that our clients always feel seen, heard, and supported in every interaction with our business.