Building a Better Referral Experience at Millennium Trust

Millennium Trust’s existing referral process created friction for partners and clients, making it difficult to move efficiently from initial referral through agreement. Other challenges included:

• Clients lacked an efficient way to roll existing retirement plans over to Millennium Trust 
• The existing referral process was slow and inefficient, limiting how effectively partners could refer clients 
• Partners lacked a secure way to share scanned contracts and other required documentation 
• Teams lacked visibility into partner and client progress throughout the referral process

Millennium Trust redesigned its referral experience around a more connected process, giving partners and clients a simpler way to move from referral through agreement.

• Partner Portal: Built a secure Salesforce portal with authenticated access for authorized partners
• Referral Automation: Auto-populated partner information on agreements and enabled clients to complete required forms digitally
• Agreement Management: Enabled partners to select negotiated agreements and send them securely through Docusign
• Guest Access: Created one-time access for prospective clients to submit information and request service agreements
• Process Tracking: Tracked timelines and key data points in Salesforce to trigger automated follow-ups throughout the process

Millennium Trust created a more transparent referral experience that helped partners serve clients more effectively and supported growth in referrals and completed agreements.

• Partner Referrals: An improved partner experience contributed to increased client referrals
• Completed Agreements: Greater process transparency supported growth in completed agreements following partner referrals
• Web Conversion: Guest access improved the conversion of prospective web leads into plan agreements
• Client Experience: A more efficient referral process improved the overall service experience for clients