At WMM, we understand that digitalization has profoundly transformed the way we work in many sectors in recent years. The fiduciary sector is also undergoing significant evolution, moving toward increasingly integrated, efficient, and transparent operating models. This isn't just about introducing new technological tools, but also about rethinking processes, timelines, and operating methods, with the goal of improving both the trust company's work and client relationships.
What does “digitalization” mean for a trust company today?
"Digitalization means first and foremost rethinking processes, starting with document management," explains Pozzi. "It means creating integrated workflows that involve archiving, accounting, and authorization systems, connecting the various tools used, both internally and with customers."
Today, customers can upload, view, and track the status of their documents in real time, with greater clarity. "This is possible thanks to the use of leading solutions in their respective fields, such as DocuWare for document management and Abacus for accounting, which make data securely and continuously accessible. "It's a true paradigm shift: information is no longer confined to offices, but is now available anywhere, anytime."
What is the need to evolve processes?
According to Pozzi, digital evolution is now a necessary step. "Digitalization fosters greater customer engagement and is particularly important for smaller businesses, which often lack the resources to equip themselves with advanced IT systems. Through our services, they can access a digitalized structure that they would otherwise struggle to develop individually."
This vision is shared by Noah Beccarelli, IT manager of the WMM groupManaging growing volumes of data requires structured, secure, and traceable processes. Systems designed for paper are no longer sustainable. Digitalization reduces redundancies, improves control, and ensures business continuity.
What was the main challenge of this transformation?
"The most challenging change was accompanying the internal evolution," Pozzi observes. "Customers welcomed digitalization; internally, we needed to demonstrate its added value for day-to-day operations as well."
What has changed in your daily work?
"Desks are gradually becoming clearer of paper documents and the search for information is faster," says Gigi Pozzi.
Edward Selmin, Business Advisor of the company Tax & Business Advisory of WMM Group, confirms: "Paper management has been drastically reduced, documents are archived digitally from the start, and work is more organized and efficient. Standardization has facilitated collaboration and business continuity."
What benefits emerge on the customer side?
"Beyond speed, the main advantage is transparency," Pozzi emphasizes. "Customers can access their data, monitor ongoing activities, and interact more quickly with the trust company."
Selmin highlights how digitalization improves the quality of relationships: "Customers have a clearer overview of ongoing activities, can independently check the status of documents, and reduce waiting times. Interaction becomes simpler and more immediate, and customers feel more involved in administrative and accounting processes."
Does human relationships remain central?
"Absolutely," concludes Pozzi. "Digitalization doesn't replace personal contact. On the contrary, automating some operational activities allows us to dedicate more time to consulting, listening, and providing strategic support, strengthening the relationship of trust with the client."
This evolution is also reflected in the services offered. "While in the past, the role of the trustee was primarily tied to accounting and tax compliance, today we support some clients with management control and analysis tools, providing useful indicators for understanding economic and financial performance. This allows us to guide clients in a more informed and strategic way in their decisions," explains Pozzi.
Looking to the future, "the direction is clear: companies need a broader and more structured vision; services that support data management and interpretation create real added value, strengthening the relationship of trust with the customer."
