Institutional Software · Financial services
Top Canadian financial institution
Institutional client feedback platform
Quarterly feedback from asset-custody clients could take weeks or months to collect and consolidate. A secure platform connected client responses, follow-up, and internal analysis.
The situation
The institution provides asset-custody services to organizations that depend on it to safeguard assets and support critical financial operations. Maintaining those relationships required structured quarterly feedback between external clients and their client-service representatives, but the process was slow and difficult to manage at scale.
Collecting a complete round of feedback could take weeks or months. Responses moved through disconnected steps, follow-up depended heavily on individual coordination, and internal stakeholders had to wait for information to be consolidated before they could see patterns across accounts. By the time the findings were ready, some of their value as an early signal had already been lost.
The mandate
Replace a slow, fragmented quarterly feedback process with a secure client-facing platform and give relationship teams a clearer, faster view of what institutional clients were saying.
Operating constraints
- External clients required a secure and credible experience appropriate for a major financial institution.
- The platform needed to work cleanly across desktop and mobile devices.
- Quarterly participation and follow-up had to be easier for client-service representatives to manage.
- Sensitive client feedback needed to remain controlled and visible only to the appropriate internal stakeholders.
- Analytics had to turn individual responses into useful account-level and portfolio-wide insight.
What 0.5 Labs did
0.5 Labs designed and helped engineer a secure, responsive feedback platform for the institution's external business clients. The experience gave clients a straightforward way to complete their quarterly feedback while providing client-service representatives with a consistent process for managing participation and follow-up.
The platform connected feedback collection with an internal analytics layer so responses did not remain isolated survey records. Relationship teams could review results, identify recurring themes, compare feedback across accounts, and move from individual comments to a wider view of service performance. Access and presentation were designed for institutional clients and the sensitivity of a custody relationship.
What changed
External clients could submit feedback through a dedicated interface, client-service representatives could manage the quarterly process with less manual coordination, and leadership could see themes without waiting for a separate consolidation exercise. Feedback moved from client response to internal analysis in one controlled workflow, making it useful sooner in the relationship cycle.
Relevant practices
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