Scaling client experience excellence: preserving heritage, enabling future growth
Client from 1996 – Leading UK investment manager with more than £113.6 billion FUMA.
Rathbones Group Plc provides individual investment and wealth management services for private clients, charities, trustees and professional partners. They have been trusted for generations to manage and preserve their clients’ wealth.
Based on a long-standing partnership spanning 25 years, Objectway has supported Rathbones Group Plc on its evolutionary journey by providing a core asset servicing platform, the launch of a completely new multi-channel Client Portal and MyRathbones app.
As one of the UK’s top three wealth managers, Rathbones has long defined its brand around a simple but demanding promise: highly personalised, adviser-led service, delivered with consistency across generations.
As the business grew in scale and complexity, sustaining that promise required something more than commitment. It required architecture. The challenge was not choosing between efficiency and personalisation, but building the conditions in which both could advance together.
Objectway addressed this through a scalable, AI-enabled platform that integrates front-end channels, core systems and advisory processes into a single operating model. Built around a 360-degree client view and a continuous delivery approach, the platform evolves in lockstep with business priorities, guided by real-time analytics and direct client feedback, ensuring adaptability is by design, not by exception.
The results are already tangible. The MyRathbones platform has achieved strong active user adoption, and Rathbones now holds the highest Trustpilot score in UK wealth management. Operational efficiency has improved through AI integration and streamlined systems, while the platform’s scalability has provided a reliable foundation for sustained business growth. The next phase of innovation is already underway, advancing human-centred design, AI-powered self-service and conversational interfaces to serve a broader, more diverse client base.
Business Benefits
63% digital penetration
Increased digital engagement
Improved efficiency and faster delivery
Strong client satisfaction (4.9 Trustpilot)
Scalable model supporting growth and M&A
We are in a model that has made personalisation and client experience truly the core of what it offers to clients. But this can be easily unseated as the industry consolidates and as players scale, if personalisation gets replaced by standardisation.
Simonetta Rigo
Chief Client Officer, Rathbones
Scalability must be designed from day one, starting from a solid operational foundation and evolving into an adviser-centric digital model — orchestrating a front-to-back integration, connecting in real-time digital capabilities with core systems and advisory processes, creating one operating model rather than separate digital and operational layers.
Laura Faverzani
CEO Canada and Managing Director – Digital Client Management, Objectway
Established in 1742, Rathbones Group Plc has undergone a remarkable transformation from a family business to an independent FTSE 250 public company, being now one of the UK’s leading providers of investment management services for individuals, charities and professional advisers. This includes discretionary investment management, unit trusts, tax planning, trust and company management, financial planning and banking services. Rathbones manages £68.2 billion of assets (as at 31 December 2021). Rathbones has over 1,900 staff in 15 locations across the UK and Jersey.
