Trust & Contract Management (CLM integrated with CRM)

A configurable, audit-ready trust onboarding, documentation, and administration solution for BFS firms!

Who this is for

This solution is designed for BFS organizations that provide trust management services (as a product/service offering) to HNI/UHNI clients, and need an enterprise platform to run end-to-end trust operations across front office, legal, operations, risk, and governance committees.

Typical Users:

• Advisory / Front Office
• Legal Drafting Team
• Trust Operations
• Risk / Internal Controls
• Approving Committee / Governance Teams

A single Salesforce-based solution to manage the full Trust Management lifecycle:

• Trust engagement intake and client profiling
• Multi-level governance approvals with audit trail
• Background screening for mandate holders/signatories with exception handling
• Template-based document generation (Word) with versioning (CLM)
• Trust deed creation + ancillary document checklists + signing coordination
• Ongoing trust administration with milestones, lifecycle changes, and servicing visibility

Most BFS firms Trust workflows are still run using email + spreadsheets + shared drives, which leads to:

• Limited visibility into current stage/status, ownership, and pending actions
• Manual drafting and weak document version control
• Approval decisions scattered across email threads
• Higher operational risk from unmanaged exceptions (e.g., adverse screening hits)
• Governance and audit challenges due to a lack of system-driven traceability

Salesforce as the core system of record across advisory, legal, operations and risk, supported by:

• CRM + Engagement Pipeline
• Document Generation + Versioning (CLM)
• Workflow Automation: Stage Gating, Approvals, SLAs
• Integrations: SSO + Background Screening API
• Dashboards: Operations MIS + Governance Oversight

1) Engagement Intake & Client Profiling

Purpose: Convert trust requirements into a structured, trackable engagement.

Key Capabilities

• Client + engagement setup with minimum data capture
• Ownership assignment and role-based routing
• Relationship/family account mapping (where required)
• Guided execution with validations and “next-step” tasks

2) Background Screening & Exception Governance (Control Gate 1)

Purpose: Ensure mandate holders/signatories are screened before proceeding.

Key Capabilities

• Configure the engagement model – single deed, multiple deeds per family, international holders, ...
• Capture multiple mandate holders / signatories per engagement
• Trigger background screening via API; store results per person
• Adverse-hit alerts and controlled exception handling
• Hard gating: cannot proceed unless cleared/exception approved
• Evidence capture and audit-ready decision trail

3) Governance Note & Committee Approvals (Control Gate 2)

Purpose: Institutionalize governance with structured approvals.

Key Capabilities

• Capture scope, objectives, fee model, and client profile inputs
• Generate governance note from templates
• Multi-level approvals with structured comments, resubmission loop
• SLA/ageing and escalation controls
• Approval history and decision traceability

4) Engagement Letter / Mandate Documentation

Purpose: Create legally governed engagement documentation with version control.

Key Capabilities

• Template selection, Word generation, controlled re-versioning
• Legal review cycles and approval checkpoints
• Execution tracking (signing coordination + storage of executed copy)
• Field locking post-signing to preserve executed terms
• Amendments routed via controlled change workflow (Case + approvals)

5) Trust Deed & Ancillary Documents

Purpose: Generate trust deed(s) and supporting letters consistently at scale.

Key Capabilities

• Capture trust parties (trust, settlor, trustee, beneficiaries, administrators)
• Support multiple deed(s) per engagement
• Template-based deed generation + gold-copy control
• Ancillary document checklist for completeness
• Signing workflow coordination and artifact storage

6) Trust Administration (Ongoing Operations)

Purpose: Trust lifecycle with events, compliance, and audit.

Key Capabilities

• Trust master record with lifecycle changes (active/changes/dissolution etc.)
• Milestones/events tracking with recurring alerts and follow-up tasks
• Approvals for sensitive lifecycle actions
• Operations worklists, SLA monitoring, and escalation paths
• MIS dashboards for oversight

7) Trust Setup & Configuration (Ongoing Operations)

Purpose: Customise the solution and tailor it to the firm’s policies and data.

Key Capabilities

• Trust management fees setup
• Clause library for use in drafting Trust Deed documents
• Templates for all the Trust documents that need be generated

• Standard Objects: Account/Contact, Opportunity, Case, Contract, Activities, Financial Account, Interactions

• Custom Objects: Trust, Trust Parties, Milestones/Events, Screening Check, Document Clauses

Automation Used

• Flows: gating, task creation, SLA/ageing, post-approval locks
• Approvals: structured comments + auditability
• Apex/LWC (Where Needed): screening API, document console UX
• CLM for document generation using templates and clause library

Security & Audit Controls

• Segregation of Duties: advisory vs legal vs ops vs risk
• Status transitions + approval trail + document version history
• Integration logging + evidence stored as Salesforce Files

Role-Based Dashboards to Monitor:

• Engagement volumes and stage-wise ageing
• Pending approvals, SLA breaches, exceptions queue
• Screening outcomes (cleared/adverse/exception-ed)
• Document completeness and executed artifact availability
• Trust lifecycle changes and milestone due alerts

• Single source of truth for status, approvals, and artifacts
• Faster turnaround through routing, alerts, standardized templates
• Lower operational risk with gated controls + audit trails
• Better governance visibility through MIS dashboards

• Responsive Client portal for document upload and request tracking
• Integrated eSign provider
• DMS integration for long-term document archiving and retention policies
• Advanced analytics for SLA trends, bottleneck identification, and governance metrics
• Configurable template registry and clause governance for multi-business/region scaling