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Improved customer experience and asset management system for a client in the Wealth Management sector
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  • 1 Solution Architect
  • 1 Salesforce Developer
  • 1 Salesforce Admin
  • 1 QA
Vimera Team
A large wealth management organization in the US

Client
  • Salesforce Financial Services Cloud
  • Marketing Cloud
  • Tableau Analytics and Tableau BI
  • Experience Cloud
Salesforce Solutions
  • Lack of a single source of truth, with different platforms being used by the C-Level, Sales, and Marketing teams. This resulted in occasional data loss and difficulties in analyzing the data as a whole.
  • Insufficient communication channels (phone and email only) in the previous legacy system.
  • Weak reporting and incomplete analytics.
  • Lack of understanding of the user journey and analysis of user needs, which resulted in failure to personalize the information provided to each customer.
Challenges Outline
Business Consulting
Industry
>6 months
Duration
  • Automate sales, customer management, and digital marketing.
  • Automate the entire process to comply with legal and compliance regulations.
  • Improve analytics by adding variable and suitable reports for top management, bring all information into Salesforce Org as a single-screen application for managers working with clients.
  • Increase customer engagement, sales, and loyalty by using digital marketing tools.
  • Increase employee productivity.
Business Goals & Requirements

Financial Services

Marketing

Tableau
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Solutions
Implementation of Financial Services Cloud. Financial Services Cloud is a Salesforce product that enables businesses in the financial industry to build trust by providing transparency and unifying the customer experience on a single platform. Salesforce FSC enables financial advisors, relationship managers, and other account-related staff to access customer data, including their cases, financial goals, policies, and documents, it can track the client's individual and household relationships to make more comprehensive wealth strategies. It provides wealth advisors with customizable, real-time reports and dashboards, including insights into clients’ financial goals, portfolio performance, and life events. This can lead to better decisions and advice. The platform facilitates collaboration among wealth management teams, as updates and information are instantly available to everyone who needs them. Salesforce Financial Services Cloud can document and store communications between clients and their advisors, foster open lines of communication, and help satisfy regulatory compliance requirements.

Automating routine tasks and freeing up staff time to focus on important tasks.

Creating additional communication channels and a customer portal, which increased overall customer loyalty and significantly reduced the churn rate.

Integration with other parts of the client's ecosystem and data aggregation in Salesforce and Tableau improved the customer experience through a more personalized approach. Tableau is a visual analytics platform that shows your wealth management team real-time analytics and data visualizations. This allows to see which areas of the business are thriving and which aren’t resonating with prospects or customers.

Implementation of Marketing Cloud as the core system for digital marketing based on the company’s requirements.

Custom development based on Financial Services for regulatory compliance automation. Our team developed customized workflows and reports to ensure compliance with stringent financial regulatory requirements and to facilitate the audit process.

Salesforce integration into the company's ecosystem through Middleware and making it a single source of truth for managers.

2
3
4
1
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Results
Personalized customer experience and increased customer loyalty

Reduced churn rate

Increased customer base and capitalization

Comprehensive reports & dashboards and representative analytics
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The move to Salesforce allowed our client to transform and significantly improve their business processes:

1. With the basic Salesforce capabilities and our customizations related to sales pipeline and digital marketing, all necessary customer information was gathered in one place, including personal information, financial assets, transaction history, and activity type.

2. Customized workflows and reports were set up to ensure compliance with stringent financial regulatory requirements and to facilitate the audit process. It has become possible to forecast revenue streams and trends by sector based on a set of customer data.

3. The implementation of Experience Cloud (Customer Portal) as part of a 360-degree customer view paradigm for engaging interaction with them. Using the Salesforce Customer 360 platform, Salesforce Financial Services Cloud enables authorized users to access the client’s account and visualize customer relationships. This fosters trusted customer interactions and provides a consistent experience for authorized users on any platform.

With implementation of Salesforce Financial Service Cloud we improved standard business processes and simplified audits. Here are the main steps of the audit process that was facilitated with the platform:
4. Live Chat implementation for quick communication through the public site and the customer portal. Live Messages implementation for communication through social networks (Facebook) and messengers (WhatsApp).

5. The implementation of Tableau Analytics and Tableau BI as the primary analytical platforms for the client.
1. Audit Planning
Salesforce assists in managing this process by creating and tracking tasks and recommendations related to change and update logs within the system.
2. Information Gathering
Salesforce integrates various databases and systems, facilitating the collection of information necessary for audit. This includes financial data, client interaction data, and even personnel records.
3. Data Analysis
Using Salesforce's built-in tools, from now on data will be analyzed to detect anomalies and understand trends. This is especially useful for identifying areas that require detailed auditing.
4. Review and Assessment
Salesforce will facilitate conducting audits by creating and managing audit tasks that will be associated with specific records within the system. This aids in evaluating processes and systems for compliance with company policies and standards, as well as regulatory requirements.
5. Report Generation
After conducting an audit, a report must be composed. Reports will be created directly within Salesforce using its flexible reporting and data visualization tools.
6. Monitoring and Improvement
Salesforce will assist in the constant monitoring and improvement of audit processes, as well as in change management within the system.
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Our testimonials
Vimera's expertise proved invaluable as we sought to modernize and streamline our Salesforce implementation. Their team seamlessly integrated custom and out-of-the-box solutions, fundamentally transforming our commercial processes and delivering tangible value. Their deep understanding of both business needs and technical execution made them an outstanding partner. We enthusiastically recommend Vimera.

Nicholas Chang
VP of Sales & Marketing
Flower Company
Miami, Florida, US

They are very easy to work with and always open to discussion, even when the questions asked are beginner's level. We had different consultants in the past, but Vimera is the best because it cumulates several very core aspects, like advice quality, speed of answer and clarity. They also don't try to over-sell their service, which is a common practice in Salesforce eco-system.

Clement Debrueres-Bartoli
Head of Workforce Planning
Online Gambling Company
Malta

Discuss your task with our team
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