Co-created AML compliance

By Erin Daubinet, Customer Success

From platform to partnership

Enterprises often find themselves pulled in two directions when implementing a new compliance solution. On one side, they’re working to optimise their own customer onboarding journey and product workflows, harnessing technology to build smarter, more resilient systems. On the other hand, growing regulatory pressure means that any gaps or inefficiencies risk regulatory exposure. Compliance demands aren’t going anywhere, and neither is the need for automation, advanced technology solutions, and personalisation at scale.

Balancing growth with evolving regulations is no small task. It takes more than a quick fix or off-the-shelf platform; it requires a well-thought-out implementation and the right partner along the entire customer journey. That’s why we believe progress happens faster when you don’t go it alone. Partnering with a platform that’s built to adapt means better customer experiences, stronger compliance posture, and solutions that scale with you.

At RelyComply, Customer Success is grounded in understanding each customer’s unique needs and goals and championing those needs across our business. We act as the voice of the customer, working cross-functionally to make sure every decision keeps their priorities in focus.

Our ultimate aim is simple: to ensure our customers get meaningful, long-term value from our partnership. That means more than just solving problems – it means building strong, collaborative relationships, guiding strategic outcomes, and helping teams turn compliance from a challenge into a competitive edge.

Here’s how we do it.

The personal touch to our customer journey

Ultimately, we’re here to listen. Every enterprise knows its market and systems better than anyone.  So, we begin by understanding where compliance friction lives at each stage of their journey, and where they’re heading as a business. Through technical scoping, strategic interviews, and compliance workshops, we explore the full picture: where the blockers are, whether technical (like siloed systems) or usability-driven (manual KYC checks, fragmented data, unclear risk workflows), and what success looks like from both a software and service perspective.

We focus as much on a customer’s aspirations as their obstacles. What are they aiming to achieve? What does “good” look like for their operations and compliance teams? These insights shape the RelyComply customer experience. 

Because no two journeys are the same, our approach is deliberately flexible. We surface blind spots and opportunities across the entire lifecycle – far beyond initial onboarding or implementation:

• One-to-one strategy sessions with executive stakeholders reveal how compliance pressures intersect with commercial goals, like strategic roadmap alignment, lowering the total cost of ownership and the ability to mitigate regulatory risks as they arise. 
• Solutioning workshops bring product, engineering, and implementation stakeholders together to build practical, forward-looking roadmaps and solutions to compliance and technical challenges. 
• Group sessions with compliance and operations teams highlight where automation can shift effort from routine tasks to higher-value AML work.

From day one, we work across functions to build a complete view, aligning on what matters, and setting the stage for a partnership that grows based on our customers’ goals.

Customer Success goes beyond problem-solving. It’s about building strong partnerships and strategically guiding teams to turn compliance into a competitive edge.

Co-creating a long-term approach

Once we’ve aligned on priorities and introduced the right stakeholders, we move into deeper in-platform collaboration. At RelyComply, we don’t operate under a ‘set and forget’ strategy; it’s about rethinking how compliance works within your business and building something more effective. Every step of the way, we co-design a system and a service experience that works in the real world, not just on paper.

Implementation

Our starting point is often bringing fragmented systems into one unified case management system – creating a single source of truth across data, processes, and people. Together, we define the right balance between user control and automation,  making sure that risk-based regulatory best practices are accounted for in detail. 

We build in sprints, so there’s room for iteration. If bespoke features are needed, we collaborate closely to shape and deploy them quickly. Our support process keeps the feedback loop open and transparent, whether it’s flagging bugs or handling change requests, all before the platform is formally launched through structured testing.

Onboarding

Success isn’t just about having the right tool; it’s about making sure your team can use it confidently. We approach training as part of long-term change management, not just a handover. Our goal is to help teams develop real, independent capability with the platform.

We provide tailored support based on your team’s needs and technical comfort. That includes detailed customer guides and personalised learning resources backed by proactive support when you need it most. We understand that every team works differently, so we meet you where you are to make compliance fit seamlessly into your day-to-day.

Our involvement doesn’t stop at go-live. We continue working with you to refine, optimise, and strengthen your compliance operations – together.

A proactive partnership beyond implementation

Go-live isn’t the finish line; it’s just the beginning. Once the platform is launched, our focus shifts to helping customers optimise it in the real world. That first month post-launch is crucial, which is why we stay closely engaged to ensure everything runs smoothly and potential operational or regulatory hurdles are addressed early.

• We tailor support to each customer’s context and compliance function, sharing relevant industry and regulatory insights, monthly SLA updates, and early access to new features that can support their goals.
• Regular feedback sessions give us valuable insight into the user experience, from day-to-day interactions to broader strategy alignment, allowing us to make targeted improvements together.
• With bi-annual account reviews, we stay aligned on the bigger picture: connecting evolving business priorities with the platform roadmap to ensure it continues to deliver meaningful value.

Whether it’s onboarding, adoption, or expansion, our role is to guide and support, turning compliance challenges into sustainable, scalable outcomes through shared learning and close collaboration.

Compliance as a competitive advantage

Delivering a solid platform is just the start. The real impact comes when those tools are put into practice and AML workflows evolve to unlock tangible results like reduced costs, faster onboarding, and broader customer reach. These wins aren’t just operational; they’re strategic. And when shared, they help shape a stronger, more connected compliance community.

Regulatory demands aren’t slowing down, and neither are we. That’s why once the implementation process is complete, Customer Success remains as the key point of contact, continuously aligning with your goals, adapting to evolving business needs and regulatory risks, helping you to get the most out of every stage of the journey. Because lasting impact isn’t about one moment of delivery, it’s about building something sustainable and competitive, together.