Last Updated on August 2, 2025 by Owen McGab Enaohwo
A single decision can have a profound impact on a business. Robert Goudie, the founder of Consortium Private Wealth, struggled to manage his business processes in Microsoft Word. The documents were clunky, disorganized, and difficult to update due to the system’s limited features. This hindered employees from performing their jobs efficiently. But all of that changed when he implemented SweetProcess, an automated workflow management tool.
SweetProcess helped the team eliminate significant operational challenges, including dependence on tribal knowledge and inefficient employee training, and increased efficiency across the organization.
About Consortium Private Wealth
Consortium Private Wealth is an Australian-based financial services agency. Founded in 1998 by Robert himself, the company caters to business owners, self-managed super fund (SMSF) trustees, and individual investors, helping people live financially comfortable lives while building wealth for the future.
Over the years, the organization has expanded to include more employees, such as financial advisers and business partners. Consortium Private Wealth has established itself as a leading financial services provider.
Check out the interview
Listen to the audio interview
Subscribe for more success stories
Operational Setbacks of Ineffective Documentation
Documenting business operations in Word wasn’t much of a problem at first, when it was just Robert and a few employees. However, as the company began to grow and more procedures emerged, it became increasingly difficult to manage everything.
“It was hard and boring to read. No one enjoyed creating those documents, let alone a new person trying to decipher what someone’s trying to explain,” Robert lamented.
Besides the tedious documentation, there was the challenge of operational knowledge being stored in employees’ heads and inaccessible when they were indisposed. This halted operations, negatively impacting the business.
There was also hardly enough time to manually document emerging procedures as employees were preoccupied with operational business demands, mainly catering to clients’ needs. As the business expanded, already documented processes became redundant, and updating them was just as tedious as creating new ones.
These and other challenges improved significantly when Robert discovered SweetProcess. Out of the options he tried, it proved to be the most efficient, as it catered to the dire needs of his business.
Measurable Benefits of SweetProcess in Organizations
Client task management and compliance management were two key areas of the business that required attention. The team at Consortium Private Wealth needed a system to streamline client operations while ensuring compliance with regulatory requirements. After examining various options, Robert saw that SweetProcess offered more promise. He and his team have experienced several additional benefits since its implementation.
1. Visual and Interactive Documentation
SweetProcess marked a significant shift from the rigid, text-based documentation the team was used to with Word documents. It enabled them to create interactive documentation that incorporated various elements, including images, videos, and links. As a business that prioritized video marketing even before it became mainstream, the ability to create and incorporate videos in SweetProcess resonated with the team and benefited them immensely.
“SweetProcess was the only one at the time that gave us the flexibility to throw in links, put screenshots, and videos. It just had so much.”
Robert shared.
2. Streamlined Employee Training and Onboarding
As a client-facing business, it was essential to have employees who were well-trained and knowledgeable in their roles, thereby providing value to customers. Facilitating such a training effectively was difficult with Word documents.
Thanks to the screen-recording feature in SweetProcess, team members can record live footage of themselves completing tasks on the system, facilitating direct learning. By sharing these recordings with others, colleagues can see precisely how a task is performed. This enhances the learning experience, as they can always refer to the shared recordings whenever they have questions about how to proceed.
“We have an employee onboarding process. There’s a checklist of how we handle that from the initial contact for an employee through to how they handle certain client tasks and projects that we do,”
Robert stated.
Demonstrating tasks to staff and providing clear instructions accelerates learning and significantly reduces errors among the team.
3. Managing Tribal Knowledge
A business can be vulnerable when employees who are privy to certain information are indisposed. This tribal knowledge can result in operational difficulties, as others may not be able to step in and take over. To address this issue, Robert encouraged his team to document their daily tasks using SweetProcess. This documentation is then stored in SweetProcess, making it easily accessible to their colleagues. Seeing how easy it was to document processes in SweetProcess, his team fully supported the idea.
“No one ever saw it as a threat that they were on the way out…. It was more of a ‘let’s bulletproof the business’ mindset,”
Robert expressed.
Establishing an accessible knowledge base in SweetProcess ensures that the business can continue running smoothly even when certain employees are absent. This allows others to perform their tasks by following the documented instructions. It also gives employees the flexibility to take breaks without the concern that their absence will negatively impact the team.
4. Quick and Easy Updates
As businesses grow and evolve, their processes must adapt to remain effective. Robert and his team have found SweetProcess to be very helpful in this regard. Rather than undergoing the tedious process of completely overhauling their documented procedures, they can easily modify specific areas as needed.
“It’s forever evolving, and we’re changing what we’re doing. We need to revisit and update the processes we established some years ago…. I feel very comfortable knowing that what’s there are the steps that people need to know,”
Robert revealed.
Tracking updates to documentation is simple with SweetProcess’s version history feature. This tool enables users to save multiple versions of the same document, each reflecting the changes made. Robert recognized that their procedures are “not perfect” and that change is an ongoing process. However, with SweetProcess, their systems have progressed to 85% development, compared to just 5% at the outset, providing a solid foundation to build upon.
Facilitating Regulatory Compliance Through Streamlined Operations
Robert may have used Word to document his business processes when he started in 1998. Businesses don’t have to do the same today, especially with the availability of advanced business streamlining software like SweetProcess. He emphasized that companies with regulatory compliance requirements are better off using appropriate systems, such as SweetProcess, to ensure they remain compliant.
“We have lots of legal obligations to the government around our license, and that’s why we used SweetProcess, but it’s expanded well beyond just the licensing of our business… SweetProcess works beautifully for us, and we’re comfortable using it,”
Robert said.
Scale Your Business With SweetProcess
Robert described SweetProcess as “the procedure manual of our business.” His experience shows that using practical tools can lead to a more rewarding business structure, as well as increased efficiency and productivity. If you’re looking to streamline your operations, SweetProcess can help you do so quickly. Sign up for a 14-day free trial without a credit card.