Horizon Financial: KYC packets in under 48 hours
“We used to send dozens of follow-up emails per engagement. Now the reminders handle everything automatically.”
Background
Horizon Financial Group is a 22-person independent RIA serving high-net-worth individuals and small business owners. Their operations team manages onboarding for every new client, which means collecting KYC packets — a regulated requirement that includes government-issued ID, recent bank statements, tax forms, and signed disclosures. Getting these packets closed cleanly, on time, is non-negotiable for compliance.
The challenge
The document collection process was entirely manual. David and his team would email a PDF checklist, then follow up by phone and email when items were missing or submitted in the wrong format. A single KYC packet could drag on for 8 days — often held up by a missing page on a bank statement or an expired ID scan. With compliance audits on the calendar, the team couldn't afford defects. But they also couldn't afford to have advisors spending half their week chasing paperwork.
The solution
Horizon adopted CompleteLane to replace the email-and-PDF workflow with structured digital checklists delivered via magic link. Each KYC request now specifies exactly what's needed — file type, page count, date range — so clients know precisely what to submit before they start. Automatic reminders handle the follow-up, and compliance reviewers receive a single organized packet instead of a scattered email thread. David configured the templates once; his team reuses them for every new engagement.
Results
KYC collection time dropped from 8 days to under 48 hours. Manual follow-up emails fell by 85%, freeing advisors to focus on client relationships rather than admin. Most importantly, compliance defects hit zero — no more missing pages, wrong formats, or incomplete submissions reaching the review team.