Overview

The Entrust Group is a self-directed IRA administrator and recordkeeper that helps individuals invest retirement funds in alternative assets including real estate, private equity, and precious metals. The company has operated for more than 45 years and supports more than 25,000 individual investors seeking greater control and flexibility in their retirement strategies.

Supernova Award Category

Tech Optimization and Modernization

The Problem

Entrust’s core technology environment evolved over many years, centered around a third-party record-keeping platform and a proprietary client portal serving as the central integration layer. However, production instability, deployments leading to extended downtimes, and a technology roadmap that was not fully aligned with business strategy created significant risks, hindering portal improvements and future growth. Additionally, reliance on paper-based forms for key client transactions, such as precious metals purchase requests, created significant manual work for teams, increased risks of incomplete or inaccurate information, and limited visibility into status tracking for clients.

The Solution

Entrust recognized the need for a technology partner to stabilize critical cloud-hosted systems and enhance release governance. Over a seven-week transition with no critical outages, DataArt took full technology stewardship, stabilizing the cloud environment, implementing structured incident management, and establishing a controlled release process that improved operational reliability. With the help of a new technology partner, Entrust continued to transform high-volume paper workflows into guided digital forms with automated validation, structured data capture, and centralized status visibility, reducing manual handling and providing clients with a simpler way to complete requests from anywhere.

The results

The initiative transformed Entrust's technology operations management. Previously, ad hoc deployment processes caused disruptions and pressure on teams. After implementation, Entrust established regular low-downtime releases and improved operational governance, creating a stable foundation for enhancements. This also benefited business teams across the organization, with precious metals operations being one example, where manual efforts were reduced by one to two hours daily so far. As a great example, the project converted a paper-heavy client service process into a scalable digital workflow. Clients transitioned from submitting forms via mail, fax, or email to guided digital forms that automatically route and provide cleaner data. This change was especially impactful in precious metals operations, where demand doubled YoY. Digital submissions and automated routing allowed Entrust to manage increased request volumes without additional staffing while enhancing speed, accuracy, and client experience.

Metrics

• Reduced manual work for the precious metals team by 1 to 2 hours per day Doubled precious metals-related request volume handled with the same staffing level • Manual handling, follow-ups, incomplete submissions, and rework reduced through guided digital forms and automated validation • Centralized tracking improved status visibility for internal teams and clients • Digital workflows improved compliance support, auditability, and readiness for future automation

The Technology

• AWS cloud infrastructure • Guided electronic form submission • Automated field validation and structured data capture • Digital approval routing and workflow automation • Centralized request tracking and status visibility • Client-facing digital submission experience • Operational reporting foundation for future automation and analytics

Disruptive Factor

The project required Entrust to transition operational responsibility for critical systems while supporting daily business and client activities. It introduced structured governance and release management in an environment that previously relied on ad hoc practices. The project's uniqueness lay in stabilizing critical systems during the transition while enhancing the company's capacity for ongoing improvements. This effort established a stronger operational foundation that benefited both internal teams and client experience goals. Entrust faced the challenge of replacing familiar paper-based workflows while ensuring continuity in client service. Ultimately, the project transformed a manual, error-prone process into a scalable digital workflow, strengthening auditability and laying the groundwork for further automation and analytics.

Shining Moment

One of the defining moments in the project came during the evaluation process, before any formal engagement had begun. Entrust’s leadership team recognized that DataArt’s team understood the company’s highly specialized business model and operational workflows in unusual depth. A defining moment was the precious metals workflow, where Entrust faced a sharp increase in client requests but avoided simply adding more manual work. By digitizing the form journey and automating routing and validation, the team created a faster, cleaner experience for clients and a more sustainable operating model for staff.