How Crowe Financial Planning Transformed Secure Client Communications With Mailock

Crowe Financial Planning UK Limited needed secure email that would fit Outlook workflows without adding another platform switch when advisers and operations staff sent sensitive client information.

The firm adopted Mailock to streamline workflows, enhance the client experience, and support compliance expectations - without disrupting day-to-day operations in Outlook.

Who Are They?

Crowe Financial Planning UK Limited is regulated by the Financial Conduct Authority and is part of Crowe UK, a leading audit, tax, advisory, and consulting firm that supports individuals and businesses in the UK and beyond.

Within the firm, Crowe Financial Planning provides wealth and financial planning services to high-net-worth individuals, business owners, and families seeking long-term security.

The Challenge

Before Mailock, Crowe Financial Planning used a mix of AlphaTrust for secure messaging and e-signatures, password-protected PDFs, and a client portal system.

While these tools were functional, they created fragmented processes, multiple logins, and administrative inefficiencies.

The team needed a simpler way to integrate secure messaging into Outlook workflows, reduce paper-based and manual communication, improve collaboration with providers and clients, and support compliance expectations under FCA, UK GDPR, and Consumer Duty rules.

The Solution

Crowe Financial Planning chose Mailock for AES-256 encryption, a straightforward interface, and Outlook integration that fit how the team already worked.

The rollout was supported by Crowe's internal IT team and Beyond Encryption's responsive rollout support.

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Mailock allowed the team to send secure emails directly from Outlook, removing the need to switch platforms or learn new systems.

"Because Mailock integrates directly with Outlook, the team adapted quickly. There was no need for a change in workflow, which really helped us hit the ground running."

Danielle McLeod, Operations Lead, Crowe Financial Planning

Minimal training was needed - a short internal video and a live demo from Beyond Encryption provided everything the team needed to get started.

The Outcome

With Mailock now embedded in their daily operations, Crowe Financial Planning has seen significant improvements in efficiency, compliance, and client trust.

Operational Benefits

Sending secure emails has become a quick and easy process, completed in just a few clicks.

Authentication and revocation features have helped reduce the risk of human error, while clients have found the experience both professional and intuitive.

User Feedback

The team has reported that Mailock is easy to use and inspires confidence when sending sensitive information.

Clients, too, have found the experience reassuring, often commenting on how straightforward and secure it feels.

"I was really impressed with how the Mailock system worked - it was effortless and efficient."

Client of Crowe Financial Planning

Support and Training

The rollout was handled smoothly by Crowe Financial Planning's internal team with support from Beyond Encryption.

Account manager Carole Howard, in particular, was recognised for her responsive, hands-on approach, and queries were resolved promptly.

Compliance And Security

Mailock adds AES-256 encryption and multi-factor authentication to sensitive sends, with Message Tracker for visibility when secure messages are opened and Message Revoke if a message needs to be withdrawn.

What's Next?

Having established Mailock as a trusted daily tool, Crowe Financial Planning is now looking to extend its value across their wider tech stack.

Key opportunities include integrating with Intelligent Office (iO) to align secure messaging with client records, adopting built-in e-signature features to replace third-party solutions, and enhancing reporting capabilities beyond webhook-based dashboards.