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ACI Infotech helped an American multinational bank's Wealth Management unit replace a fragmented CRM system with a unified Salesforce solution that offered an easy-to-access 360-degree customer view​

A leading Global Bank

Goals/ Challenges

Challenges

The bank's Wealth Management unit has numbers of advisors helping its clients manage their personal wealth and investments. Along with much of the financial services industry, this unit had a turbulent in the recent past, including several acquisitions and mergers. This resulted in a complex web of four disconnected customer relationship management solutions that led to some critical challenges including:

  • The on-premise solutions were difficult and expensive to operate, both in terms of infrastructure complications and IT employees’ salaries.
  • Each CRM system was able to give wealth management advisors only a partial view of clients' financial information and interactions with the bank.
  • Advisors often had to log into multiple CRM tools to access client data, wasting precious time and frustrating customers.
  • While some sensitive data lacked enough security, other data was overprotected and preventing access from relevant team members.
  • Advisors were not able to access CRM information on mobile phones, further impeding their performance and client satisfaction.

Our Solution/ Approach

Solution

ACI developed a custom Salesforce CRM solution and integrated it with its existing system. The solution replaced the bank’s fragmented system of on-premise software. The new CRM empowered them with:

  • A centralized 'dashboard' of important client data including all contacts with the bank and relevant financial information that advisors could easily access in one place anytime.
  • A complete yet granular security solution within Salesforce that guaranteed that sensitive client data was accessible to only the entitled ones.
  • A Salesforce mobile CRM solution that empowered advisors with secured access to their client information on Blackberries.
  • A hybrid or mashup solution that allowed the bank to maintain sensitive account balance information on-premise while providing a cloud-like experience to customers.

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