How WestPac Wealth Partners scaled documentation across 300 wealth and insurance advisors without adding headcount

Nash Subotic came to the U.S. at age 13 with $50, a basketball scholarship, and no English. That story now sits at the foundation of WestPac Wealth Partners, the $5B+ firm he built around a "Life-Work Integration" philosophy — the belief that people are more than their job titles, and that advisors do their best work for clients when the firm invests in the whole person.

That philosophy ran into a familiar wall as WestPac scaled. With roughly 300 advisors and 420 team members operating as a “one-stop shop” for high-net-worth clients, business owners, and entrepreneurs, the firm's holistic model meant every advisor was also a life insurance producer — doubling the documentation load per client relationship.

The challenge: time on administrative tasks = time away from clients 

Before Zocks, meeting documentation at WestPac followed a disjointed pattern. 

As Angela Lovelady-Watkins, WestPac's Onboarding Manager and Compliance Project Manager, describes it: advisors or their assistants would log into SmartOffice after a meeting and enter notes either taken live or reconstructed from memory. 

“As financial professionals, our advisors are very busy,” Angela says. “They may have the information, but not the time to ensure that information is documented immediately in the system, which can lead to missed documentation.”

When compliance needed specifics on a recommendation, they'd have to request it directly from the advisor and if it wasn't already in the CRM, that could take time to track down.

Nash saw the same problem from the top down, framed around focus rather than risk: “The less time advisors spend on administrative tasks, the more time they spend working with their clients.”

Data privacy was the other non-negotiable. Both Nash and Angela evaluated other AI tools before Zocks. The dealbreaker came down to recorded calls and transcripts stored on third-party cloud servers. Zocks is a 100% recording-free platform — the distinction that made both Angela and Nash comfortable saying yes.

The solution: consistent documentation across investment and insurance workflows

WestPac built its workflow around a Zoom-to-Zocks-to-SmartOffice pipeline. After each meeting, notes are reviewed for accuracy and then pushed into SmartOffice CRM with a single click. No recording, no long-term data storage, and every note is editable before it ever touches the CRM.

For Angela's team, the shift changed what “consistent documentation” actually meant across the firm. “Having the system used by so many advisors helps us as an agency tremendously,” she says. 

That consistency also solves an advisor continuity problem that used to be a quiet risk: when an advisor leaves the firm, their client history no longer leaves with them.

“With Zocks, we can ensure that the new advisor has all the information needed to pick up when the previous advisor left off,” Nash adds. 

WestPac has since expanded Zocks beyond client meetings. Team leads now use customized templates for recruiting and advisor development meetings, with Zocks' analytics helping leadership guide new advisors — turning a documentation tool into part of the firm's hiring and development infrastructure. Their efforts have paid off: WestPac was recently named the No. 1 mid-sized company in the nation to work for by Fortune magazine.

The results: rapid adoption + countless hours saved 

Roughly 130 users onboarded within just two weeks of rollout, spanning both the investment and life insurance sides of WestPac's holistic advisor model.

The time savings showed up immediately with an average of 23 hours saved per advisor, per week. WestPac estimates it has saved roughly half an assistant's worth of capacity per team, allowing existing assistants to split time across advisors or shift some roles to part-time rather than hiring additional full-time staff.

From a compliance perspective, Angela's team has seen a measurable drop in account-opening and transaction-documentation errors on the investment side of the business.On the life insurance side, Best Interest regulations require documentation supporting every recommendation, and Angela says Zocks helps agents meet those requirements.

Looking ahead, both leaders see Zocks as core to how WestPac scales. “In our industry, documentation is one of the most important things you can do to protect your firm, the agents, and your clients,” Angela says. 

For Nash, the calculation is simpler: “We choose Zocks to be more efficient, for its direct CRM integration, and to utilize AI for real time in-meeting questions about your client or past meetings, all while remaining secure and compliant.”