Customer Q&A: Investment Management Firm Tryperion Enhances Client Experience
Tryperion Partners, a firm that serves investors in real estate, turned to Intralinks for a new investor relations system that enhances client experience.
13 July 2016
I recently spoke with Jeffrey Karsh, co-founding partner of Tryperion Partners, a niche firm in Los Angeles that serves investors in the real estate space. The firm looked to Intralinks when it needed a new investor relations system that would enhance its client experience.
Mikala: Can you give us an overview of the current investment management landscape?
Jeffrey: The investment management industry has seen a big shift in what investors are most concerned about. It’s no longer just about performance. Transparency and security are now top priorities — especially with the rise of identity theft, and considering the extremely sensitive information we manage on behalf of investors. At the end of the day, it all boils down to improving the customer experience. Digital transformation has been a big driver of this across many industries, but the investment management industry has traditionally lagged behind. Our investors expect easy access to documents and digital tools that are intuitive and user friendly. Just as we make strategic investments in properties, we must also invest in technologies that optimize the client experience.
Mikala: What were the issues you were seeing before you adopted Intralinks?
Jeffrey: We were previously using an online portal to store and access our clients’ documents, but the system was clunky and difficult to use. Our investors expressed their dissatisfaction with the system, so we knew we had to make a change.
Mikala: When looking for a new product, what was your criteria?
Jeffrey: We had already failed once, so we knew we had to get it right the second time. We wanted this solution to not only make our clients’ lives easier, but our employees’ lives, too. So we put together a ‘wish list’ of sorts, including:
- Ease of administrative use
- Easy investor access to capital calls, distribution notices, K-1s, capital account statements, and other important investor deliverables
- A client support function to facilitate quick and easy troubleshooting
- A high level of security
Mikala: How has Intralinks improved processes and changed the way you run your business?
Jeffrey: Since we began using Intralinks, we’ve been able to manage hundreds of documents and communicate directly with investors — a process that once took hours has been reduced to a matter of minutes. This was a serious pain point for us previously, so streamlining the process has freed up time for our employees to focus on our core business. Additionally, we’ve always tried to be as open with our clients as possible, but our previous online portal hindered our ability to do so. Intralinks, however, makes it easy for us to be transparent with clients by giving us greater control over who has access to what documents and when. I can happily say that our client satisfaction has increased markedly since switching to Intralinks.
If you’re interested in hearing more about the Tryperion story, you can read the full case study here.
Mikala Vidal is the director of communications for the Americas at Intralinks. She is responsible for driving PR strategy in the collaboration and security industries. Mikala has more than a decade of PR and marketing experience, and has built her career helping B2B technology companies generate awareness and build industry credibility. Previously she has helped companies like WatchDox, Exabeam, Convertro, Waterfall Security, Boxever, Insightly, EchoSign, and cybersecurity investor and entrepreneur Shlomo Kramer get noticed and gain market traction. She holds a B.A.