In an industry where trust is currency, financial and banking firms face a paradox: while customer-facing digital portals have modernized the customer-facing front end, client onboarding and document verification still get bogged down in manual reviews. The documentation that ensures fiduciary and regulatory responsibility often prevents teams from spending trust-building time with clients and delays time-to-revenue.
Mercer Advisors, an independent fiduciary financial advisory firm, has solved this conundrum by reimagining its document workflows through its partnership with Box, achieving dramatic efficiency gains without sacrificing the personalized care that defines the firm’s client relationships. Mercer’s journey from manual document-handling to AI-powered workflows offers valuable lessons for any fintech or banking organization seeking to eliminate onboarding friction, reduce document cycle times, and scale high-touch services in the digital age.
Key takeaways:
- Governed Box AI integration automates document processing, eliminating manual paperwork and reducing onboarding bottlenecks
- Efficiency metrics soared, with 5x faster data extraction and quote generation reduced from two weeks to five minutes
- Automation amplifies human expertise, enabling teams to focus on client relationships while scaling personalized service and maintaining strict compliance standards
The paradox of purely manual processes
In a high-touch industry like financial services, hands-on customer service is key. Yet for Mercer Advisors, manual paperwork processes had become barriers to growth. Document management consumed excessive operational time, with files scattered across emails and folders requiring manual sorting and data extraction. This administrative burden directly impacted the core value proposition Mercer delivers: helping families navigate complex financial lives with personalized attention.
President Daniel Gourvitch recognized that team members were spending too much time managing paperwork instead of building client relationships. The firm needed technology solutions that could eliminate repetitive tasks while maintaining the accuracy and compliance standards essential to their fiduciary responsibility and regulatory governance.
Mercer’s breakthrough came through strategic integration of AI-powered document automation with Box. Rather than simply storing files, Box AI actively drives downstream actions through automatic document recognition, classification, and data extraction that feeds directly into Mercer’s financial planning models and core systems.
5x faster data extraction for client onboarding
One area in which automation changed the game for Mercer: client onboarding. Accurately scoping new clients requires reviewing complex tax returns, a process that traditionally took two weeks. In any onboarding environment, such extended timelines create friction, increase drop-off risk, and slow cycles, limiting a firm’s ability to scale despite growing demand for its services.
By embedding Box’s intelligent automation within intake and advisor workflows, Mercer was able to transform tedious manual steps into seamless experiences. Now, new clients can automatically upload their documents, which go directly into Box folders. The automated workflow that Mercer built on Box automatically recognizes, files, renames, and extracts data from these documents. The extracted data is then integrated into Mercer’s canonical data model.
As a result, data extraction speeds have improved fivefold since the July launch, dramatically accelerating turnaround times across the organization. Gourvitch explains: “We went from two weeks down to five minutes getting quotes based on extracted tax return info—that fundamentally changes our sales process.”
We went from two weeks down to five minutes getting quotes based on extracted tax return info—that fundamentally changes our sales process.
It’s important to note that embedding this sort of intelligent automation within onboarding and advisory workflows doesn’t replace the need for human judgment. Instead, it amplifies it by freeing specialists to focus on analysis and client interaction rather than manual verification and data entry. Financial planners at Mercer report productivity improvements between 30 to 50%, enabling them not only to serve more clients but to deepen the quality of their advisory relationships.
30-50% productivity gains for financial planners
The results speak to both immediate efficiency gains and longer-term strategic advantages. Beyond quantifiable metrics, the automation initiative has boosted staff confidence and job satisfaction. Teams empowered by intelligent technology report reduced error risks and greater focus on the analytical and relationship-building aspects of their roles — critical factors for talent retention in today’s competitive market.
Looking ahead, Mercer plans continued expansion of its AI automation capabilities, leveraging Box alongside other AI tools throughout their operations. The ultimate vision encompasses fully automated client lifecycle management — from initial intake and secure digital document vaulting through ongoing advice delivery — all grounded within secure cloud infrastructure that supports stringent compliance requirements.
Technology in service of human expertise
Mercer Advisors’ success illustrates a crucial principle for digital transformation in financial services. As Gourvitch summarizes: “Understanding your work deeply first allows you then apply technology effectively. It’s not just about having cool tools; it’s about transforming how you deliver value.”
Understanding your work deeply first allows you then apply technology effectively. It’s not just about having cool tools; it’s about transforming how you deliver value.
For financial institutions, banking leaders, and other professional services organizations, intelligent automation isn’t about replacing human expertise but amplifying it. By eliminating manual bottlenecks and freeing professionals to focus on high-value activities, firms can achieve the seemingly impossible—scaling personalized service while improving both efficiency and client satisfaction.
Next steps for onboarding leaders: Discover how Box AI Extract Agents, Box Forms, and Box Doc Gen enable personalized client onboarding.
