Problem
Fragmented workflows hindered scale and service quality
A leading firm focused on global mobility and second citizenship strategies, faced operational hurdles as it worked to streamline complex immigration workflows for U.S. investors and entrepreneurs. As the company expanded its footprint across more than 50 countries, it encountered growing friction in its internal operations.
Despite a rapidly growing client base, processes remained heavily manual—intake forms were managed through email, case tracking lived in spreadsheets, and client communication lacked structure. Clients had no real-time visibility into the status of their applications, and internal teams struggled to monitor progress consistently across complex, multi-step programs tied to ancestry or professional qualifications.
The lack of coordination led to avoidable delays, data redundancy, and rising inefficiencies that made it difficult to scale without sacrificing service quality. To support growth and improve the client experience, leadership knew they needed a centralized, secure platform—one that could manage the full lifecycle of each client journey while providing transparency, compliance, and operational efficiency.
Q1
Solution
SmartSuite structures global programs and client journeys
SmartSuite became the core infrastructure for the firm's international client operations. Working closely with SmartSuite’s solutions team, the mobility advisory provider reimagined its workflows to match the intricate steps involved in citizenship and residency applications.
Two key process types were defined and digitized:
- Digital Nomad Visa Workflows: Streamlined for simpler, time-bound engagements involving documents and milestone tracking.
- Ancestry-Based Citizenship Paths: Designed to model generational relationships, handle historical document references, and validate identity data across family trees.
With SmartSuite, the firm now links clients to countries, programs, required documents, and related family members through a structured relational model. This enabled dynamic client intake, feeding structured data directly into SmartSuite records. Guest dashboards allow clients to upload missing files, check status, and see task completion in real time—without full platform access.
Automated milestones and triggered updates help the team maintain high-touch communication while reducing manual coordination. Each step—from onboarding to document validation—is now digitally logged and monitored through a system that supports global scale.
Q2
Results
SmartSuite transforms immigration services at scale
The firm has shifted from a reactive, manual workflow to a proactive, structured system that enhances both operational efficiency and client experience. The SmartSuite platform now manages every aspect of their international mobility offering—reducing onboarding friction, improving internal visibility, and providing clients with an experience that feels modern, clear, and secure.
Key outcomes include:
- Centralized tracking of 50+ onboarding and processing steps per client
- Structured form-based intake, replacing unstructured email communication
- Scoped, secure dashboards for client updates without compromising data integrity
- Streamlined global rollout enabled by application grouping by country and service type
SmartSuite now serves as the digital control center for the firm's global immigration services, positioning the business for continued growth and market differentiation.
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