Client Reporting: Your hidden competitive advantage

More than half of all client reporting work is manual. Most standard reports go unread. Yet firms keep adding pages, complexity, and cost to processes that deliver diminishing value.

Industry experts from SimCorp and Cutter Associates recently shared how forward-thinking investment managers are breaking this cycle—turning client information delivery into a competitive differentiator rather than a necessary burden.

Here’s what you will learn:

• Why the industry is pivoting from traditional reporting to interactive information delivery
• How a multi-channel strategy addresses increasingly diverse client expectations
• The critical balance between personalization and operational sustainability
• Why data architecture forms the foundation of successful client communication
• The security imperative driving delivery channel innovation

• Strategic approaches to transform reporting from cost burden to competitive advantage

   

The paradigm shift: From passive to active client engagement

"We're moving away from talking about client reporting in a vacuum," noted Onawa Lacewell, Manager, Distribution Consulting at Cutter Associates. "It's becoming part of a larger, more complex system of information delivery." 

This transition represents far more than semantics. It signals a fundamental reorientation that places clients at the center of the information exchange—transforming them from passive recipients of standardized reports to active participants who engage with financial data on their own terms. 

Navigating the four quadrants of modern information delivery

Today's client service teams face what Dru Holmquist, Principal, Head of Distribution Consulting, at Cutter Associates, described as "a puzzle with four interconnected pieces": 

Rather than choosing between these options, forward-thinking firms are embracing an integrated approach. "It's not this way or that way," Holmquist emphasized. "It's shifting into 'I need to deliver information this way and this way and this way to meet all those personas.'"  

This multi-channel strategy has become essential precisely because different client types and user roles within client organizations have such diverse information needs and consumption preferences. 

The hidden inefficiencies: Operational realities and optimization opportunities

The current state of client reporting presents significant operational challenges. Holmquist shared a revealing example from his consulting work: "There are firms where more than 50% of the reporting going out the door is really manual work. And those standard reports aren't even being looked at anymore."

In one particularly striking example, a client's standard template had ballooned to 80 pages—the result of years accommodating institutional client requests for additional data points without ever reassessing the overall value of the document.

By identifying patterns in manual reporting work and reimagining standard templates based on actual usage, firms can simultaneously reduce operational overhead and deliver more relevant information to clients; a rare win-win in today's margin-pressured environment.

The critical data foundation

Building on these operational insights, Tim Luyet, Senior Strategy Principal at SimCorp, emphasized that effective client information delivery depends entirely on robust, unified data architecture.

The CEO at my prior firm told me, 'the inputs have to equal the outputs.' What that means is that the daily inputs—whether market data, private markets, or transactions—have to equal what you show on client reports.

SimCorp provides that unified data layer across all asset classes that feeds our client reporting and engagement platform. Without this foundation, even the most sophisticated reporting interfaces will ultimately disappoint clients with inconsistent or unreliable information. 

Beyond email: Security imperatives driving delivery innovation

Despite significant technological advances, email remains the primary delivery method for most firms, a practice the webinar panelists unanimously flagged as increasingly problematic.

"Email is extremely risky," emphasized Lacewell. "In terms of risk mitigation alone, moving away from sending reports via email is very important."

Cutter Associates' recent benchmarking survey confirmed email's dominance for reporting while noting increased portal adoption—signaling an industry in transition toward more secure delivery methods.  

The strategic perspective: Reframing reporting as competitive advantage

Perhaps the most significant mindset shift discussed in the webinar is viewing client reporting not as an overhead but as a strategic differentiator.

"A lot of people think of client information delivery as really an overhead cost," challenged Holmquist. "I would challenge you to think of it as the differentiator. It's the thing that keeps clients close to you."

When firms position their reporting capabilities as integral to their client experience—showcasing their personalized reports and digital interfaces during the sales process—it transforms from a back-office afterthought to a compelling selling point. This perspective shift fundamentally changes how organizations prioritize and invest in their information delivery capabilities.

Charting the future of client communications

The investment management landscape continues to evolve, and tomorrow's leaders will be those who successfully transform reporting from administrative overhead to strategic client engagement. Based on the webinar's collective wisdom, firms positioned for success should:

1. Audit existing report templates against actual client engagement patterns
2. Identify and standardize common elements currently handled through manual processes
3. Map the distinct information needs of various personas within client organizations
4. Develop a balanced approach to personalization that enhances experience without creating operational bottlenecks
5. Evaluate vendor solutions that support seamless multi-channel delivery

The shift from traditional reporting to comprehensive information delivery transcends technology—it represents a fundamental reimagining of how investment managers build and nurture client relationships. By embracing this evolution, firms can forge more resilient client connections that withstand market volatility and competitive pressure.