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From Fragmented Systems to Seamless Success: How Futureform Transformed AES International’s Operations and Client Experience

Introduction

AES International, a leading provider of wealth, insurance, and risk-mitigation solutions, struggled with operational inefficiencies. Disconnected systems, manual data handling, and a lack of integration between their marketing and CRM tools were impacting their ability to scale and deliver a seamless client experience.

Challenge

AES International faced multiple challenges:

  • Data Duplication & Conflicts: Multiple systems created data inconsistencies and required manual entry, leading to errors and inefficiencies.
  • Fragmented Processes: Each internal team used separate applications, resulting in poor communication and manual handovers via email, increasing workload and slowing processes.
  • Disconnected Marketing & CRM: Their existing marketing system did not integrate with Salesforce, hindering their ability to align marketing and sales efforts and limiting their growth potential.

These issues not only created internal bottlenecks but also negatively impacted the overall client experience, limiting their ability to offer a cohesive, high-quality service.

Solution

At Futureform, we addressed these challenges by implementing a fully integrated Salesforce solution that streamlined operations and enhanced client engagement. Our key solutions included:

  • System Integration & Automation: We unified AES’s marketing, sales, and client advisory processes by integrating Salesforce Financial Services Cloud and Marketing Cloud. This reduced data silos and eliminated manual entry, enabling teams to work from a single source of truth.
  • Revenue Matching Automation: Futureform introduced an automated revenue matching model with custom flows and validation rules across the sales lifecycle. This reduced manual effort, minimized errors, and ensured accurate data processing from start to finish.
  • Client Portal with Experience Cloud: We built a branded, interactive client portal where clients could view financial summaries, raise support cases, and interact with service members in real-time. This self-service feature significantly reduced inbound calls and emails, improving client satisfaction.
  • Marketing Cloud Integration: We connected Marketing Cloud with Salesforce CRM, automating lead management and aligning marketing efforts with real-time sales data. This integration allowed AES to launch targeted campaigns and use personalised journeys, improving lead nurturing and engagement.

The Impact

Futureform’s solution directly addressed AES’s pain points, delivering significant improvements across the board:

  • Reduced Manual Effort: Automated revenue matching, client engagement, and lead generation workflows reduced the need for manual data entry and communication, freeing up staff to focus on higher-value tasks.
  • Increased Data Accuracy: Integration between systems ensured consistent, accurate data across all departments, improving decision-making and reporting accuracy.
  • Enhanced Client Experience: The client portal empowered AES’s clients to manage their own financial data and support requests, reducing the burden on service teams and creating a seamless, self-service experience.

“Futureform team’s ability to give insights into how we might want to enhance on something in the future was really invaluable. It takes no time their side to finish the conversation with a “this is how you could build on X in future” but is a real value add to clients. This is the kind of initiative that helps us see where there could be value in more project work with Futureform in future knowing what the potential is and that someone has the ideas to support the enhancements.“
— AES International

Conclusion

By partnering with Futureform, AES International transformed their fragmented systems into an integrated, efficient platform that enabled growth and improved client experiences. Our tailored solution not only addressed their immediate operational challenges but also added long-term value by streamlining processes, reducing manual effort, and enhancing data accuracy.