Cultivating Customer Success: CRM Optimization for Investment Management
Overview.
Our client, a global leader in investment solutions, faced a fragmented data landscape, with customer information dispersed across multiple CRMs. This disjointed ecosystem hindered their ability to achieve a unified, 360-degree customer view. Integration challenges between systems further complicated operations, leading to inefficiencies and ineffective collaboration. These issues significantly impacted their ability to manage sales processes, customer service, and overall data quality.
Our client, a global investment solutions leader, was grappling with a disjointed data landscape. Customer information was scattered across a chaotic archipelago of CRMs, akin to lost treasure buried on fragmented islands. This fractured data ecosystem hampered their ability to gain a holistic, 360-degree view of their clientele. Integration issues, akin to faulty communication channels, further exacerbated the problem. Disparate systems functioned like siloed tribes, unable to collaborate effectively.
Solution.
Consolidated multiple CRM applications into a centralized Salesforce platform.
Implemented Salesforce Sales Cloud for managing sales processes, including lead/opportunity management, forecasting, and analytics.
Utilized MuleSoft to integrate Salesforce with other applications (e.g., Kafka) for a seamless, unified view.
Defined case management workflows to streamline customer service.
Created a step-by-step onboarding workflow for standardized and efficient advisor onboarding.
Migrated Eloqua’s bulk email and automation functionalities to Salesforce using email batches
The impact.
360° Customer View: All customer data consolidated in one CRM.
25% increase in new Sales Opportunities due to effective sales management.
20% Cost Reduction: Eliminated redundancy from managing multiple CRMs.
Increased Customer Support Rep Productivity with streamlined workflows.
Enhanced Customer Experience with consistent service.
Improved Data Quality and Accuracy from a centralized platform
