How Entrust made the easiest technology decision in the business.

Background on your business, what were the primary challenges or problems you were facing before using PlainSail?

Entrust Limited is an independently owned trust company based in Jersey, founded by experienced finance professionals to meet the growing demand for tailored fiduciary services.

We found ourselves living with a core system that was not user friendly. Staff were only inputting the minimum amount of data required to function, which limited the business’s ability to leverage data effectively to support client management. As a business, our data tells us vital information about our clients which in turns provides a clear guide on how best to manage them. For us, it was finding a solution that empowered staff and supported our long term goal.

Senior management frequently had to revisit multiple sources to gain meaningful insights, rather than having a single source of truth with effective reporting capabilities to allow them to manage all the relationships and risks efficiently. The previous solution was clunky, non-intuitive, and difficult for new users to navigate. Training new staff was cumbersome and detracted from learning about clients and core responsibilities.

Previous solution did not work that way as it was clunky. It wasn’t intuitive and people who hadn’t used it before, really struggled getting up and running on how to do things. Reality with PlainSail, we’ve got new starters and within an hour were able to do what they needed to do. Inventory process, save emails, find documents, straight out of the box for users which is very refreshing. For new staff coming in learning how to use a new system, all referenced positively that it was a breath of fresh air. They can now focus on learning about their new clients rather than learning a new system.

What led you to consider PlainSail and what were the key factors in your decision to choose PlainSail?

We initially collaborated with our managed service provider, Resolution IT, to explore opportunities in the regulatory technology space, aiming to address challenges which included email and document management. While we identified potential solutions, it became evident that these would merely serve as temporary fixes, failing to address the underlying issues rooted in our core system.

We started looking at several solutions; we evaluated several platforms, both locally and internationally, including options from the Caribbean and Asia. Very soon on in the exploration process, we came down to two preferred options: a prominent local provider but the cost and deployment, and complexity was of a concern, and PlainSail.

PlainSail was seen as an up and coming player in the market. When we went to market for references from PlainSail users, PlainSail was clearly a solution that was very popular. At our very first demo it was clear it was intuitive, and developed with the end user in mind and with a clear understanding of the requirements of the industry.

This made this one of the easiest decisions for the business that the future was PlainSail.

“This made this one of the easiest decisions for the business that the future was PlainSail.”

What was the implementation/migration process like?

The timeframe from decision-making to full implementation and go-live spanned just under six months was just under six months – a very tall order and perhaps not always to be recommended but there were strong commercial reasons that drove the tight position.

We were very lucky with the guidance and support that PlainSail provided even though this would be the first time they undertook an implementation from our existing software provider. To support this, we engaged an external specialist, WARM, who had an in depth knowledge of our existing system, not only did they comprehended PlainSail’s objectives but also aligned seamlessly with our internal team. It was heartening to see the very positive engagement between PlainSail and WARM, which was marked by a shared commitment to solutions within tight time constraints.

In addition to this, the Essentials training with ALX was excellent and aimed at the right level for all users as part of the implementation which supported a positive view of the system immediately before going live with the system.

The ultimate outcome, was a go-live date that was met, along with a cost that did not overrun and throughout we felt that all parties were part of the same team. There were no attempts at upselling and where there were challenges or issues, which is always to be expected, everyone was open and transparent and did what was necessary to make this a successful transition.

What tangible benefits have your users experienced since using PlainSail?

Since adopting PlainSail, our organisation has experienced significant improvements in user efficiency, compliance reporting, and financial operations.

New staff members can become proficient with PlainSail in under an hour, enabling immediate engagement with tasks such as email management, document retrieval, and inventory processes. The system’s user-friendly design allows users to navigate and utilise features effectively with minimal training. Feedback from new starters has been overwhelmingly positive: they can focus on learning about their clients instead of struggling with technology.

The availability to obtain up-to-date information has enhanced compliance reporting, facilitating more informed decision-making at the board level. The time taken for this year’s National Risk Assessment (NRA) reporting saved us 3 – 4 weeks compared to previous years. Due to the accessibility of this type of information, our Compliance function are now utilising this throughout the year to provide the board with regular risk and compliance updates which helps the board to make clear and informed decisions.

PlainSail’s compliance features, including due diligence information storage and customizable reporting, support regulatory adherence and operational efficiency.

Both our Finance and Client facing teams have found the billing process are far easier experience. PlainSail’s timesheets work really well in that process, the data is easier to see, monitor and report. To support this, the built in WIP and debtor reports are of a high quality and makes reporting on information a real positive.

What do your users most like about using PlainSail?

The ease of use. It’s incredibly intuitive – everyone comments on how simple it is to navigate, learn, and use. In the past, we always had one or two staff members constantly answering questions. That’s no longer the case. Now, everyone is essentially a “Super User” because PlainSail is just that easy to use.

What is your experience of working with the PlainSail team?

Whilst the guidance has worked well, we find PlainSail to be intuitive enough to guide you through the system and the questions on how to do things are becoming fewer and far between. Where we don’t know and need to reach out to the PlainSail team, they are responsive and helpful compared to our previous solution where it could take weeks or months for them to reply.

The team have been great throughout, demonstrating not only a deep understanding of the application itself but also a clear grasp of the challenges and requirements that service providers in our industry face. They listen carefully, suggest thoughtful solutions, and deliver them in a cost-effective and timely manner.

Their supportive and solutions-driven approach has been key to building a good working relationship. They’ve consistently delivered on time and been realistic and transparent about both timelines and costs which is an essential foundation for a successful long-term partnership.

Would you recommend PlainSail?

Absolutely – I recommend PlainSail nearly every day.

Remind people what a difference it makes. Absolutely. We are excited to see PlainSail continue to grow successfully and note positively as they recruit new talent to the staff to ensure the service levels that we have so enjoyed continue and couldn’t recommend it more highly.

As we look toward the next 10 to 15 years of growth, we know how important it is to have the right team to work with. PlainSail’s openness to exploring new solutions and technologies, along with their collaborative approach to working with us, has been a real positive. They’ve never tried to be “all things to all people,” which we see as a strength. That focused approach has helped ensure quality and consistency.

I’m yet to find anyone who has had a negative word about PlainSail, which is a rare thing in this industry.