Self-directed investment processes are evolving, and delivering a seamless client journey is more important than ever. At Futureform, we’ve mapped out how a self-directed investment flow integrates directly into Salesforce, providing both clients and advisors with an efficient, automated, and user-friendly experience.
End-to-End Journey: From Mobile to Salesforce
Imagine this: Julie Morris, a customer, logs in to her mobile app on the left side of the screen, while on the right, Salesforce provides her advisor with a comprehensive overview. The entire self-directed process—from the initial login to completion—has been mapped out with Salesforce as the central hub. Clients can interact via their mobile app while their advisors see everything from loan application progress to investment readiness.
Julie starts by going through an investment suitability journey, answering questions about her monthly income, current savings, and investment preferences. Each step of this journey is reflected in Salesforce, where advisors see key application statuses like “Applications for Review” or “Applications Needing Attention.” This creates a transparent process where both Julie and her advisor are in sync.
Dynamic, User-Centric Engagement
Throughout Julie’s journey, she has access to on-demand support. If she’s unsure about an investment-related question, she can simply click on the agent button on her app, and an advisor is available to chat. This live interaction is not only visible to the client but also logged within Salesforce for future reference, ensuring a seamless support experience.
If Julie cannot finish the application in one go, Salesforce allows her to pause and return at her convenience. Advisors, too, can track incomplete applications and proactively follow up to offer assistance or ensure that clients like Julie do not miss any opportunities.
Driving Efficiency and Transparency
On Salesforce, the advisor can see a complete lifecycle of each client journey—from initial interest to final investment. For example, once Julie submits her investment suitability questionnaire, Salesforce categorises her as a low-risk investor and outlines her product recommendations. This categorisation is visible to advisors, allowing them to provide more tailored advice.
This setup is designed to provide transparency across the entire investment process. Whether it’s understanding where a client’s application stands, responding to in-app client messages, or tracking investment-related questions, Salesforce becomes the ultimate tool for keeping both clients and advisors on the same page.
A Complete Picture for Advisors
The integration also empowers advisors with in-depth analytics. For example, data like current account valuations, suggested investments, and completed applications are instantly updated in Salesforce dashboards. Advisors can see Malcolm Array’s entire application history, monitor key financial metrics, and track ongoing processes—all from a unified view in Salesforce.
Once Julie completes her journey, all associated data—such as investment funds selected, managed growth fund products, and fees—flows directly into Salesforce, ensuring there are no gaps. This means advisors are always prepared, armed with the latest information for discussions with their clients.
Ready to Deliver a Seamless Client Journey?
If your firm is ready to offer a connected and efficient self-directed investment experience, integrating it into Salesforce could be the answer. From seamless data synchronisation to real-time advisor support, let us help you transform how you manage client relationships.
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