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We helped an Independent Financial Advisor onboard global clients 7x faster

Introduction and Background

An independent financial advisory firm dedicated to providing wealth management solutions for international professionals sought to enhance its operations and client service. Known for their focus on sustainable investing, this firm offers tailored services in savings, investments, retirement, and lifestyle planning. Their goal is to help clients reach their financial milestones with impartial, expert advice. With a growing demand for efficient information access and simplified scheduling, the firm recognised the need to optimize its resources to better support its Independent Financial Advisors (IFAs) in delivering high-quality advice and support.

Project Overview

The firm aimed to empower its IFAs with streamlined access to information and easy appointment scheduling capabilities. The project focused on two main objectives:

  • Integrate a Knowledge Base with the firm’s existing SharePoint system, enabling IFAs to quickly search for relevant articles and information.
  • Link the firm’s Calendly scheduling tool to Salesforce, simplifying appointment booking and enhancing workflow efficiency for IFAs.

Challenge

As the firm expanded, IFAs found it increasingly difficult to access critical information quickly, affecting their productivity and customer interactions. Advisors needed a way to easily locate and share articles related to training, financial advice, and membership services, without relying on time-consuming support requests. Additionally, managing appointments had become cumbersome due to the lack of an integrated scheduling system, resulting in missed opportunities and inefficiencies in client engagement.

Why Futureform?

The advisory firm chose Futureform as a trusted partner due to an established history of collaboration and a proven track record in delivering impactful solutions. Futureform’s expertise in Sales Cloud, Financial Services Cloud (FSC), and Experience Cloud made them the perfect fit for tackling the firm’s challenges. Futureform’s understanding of the client’s unique needs and their commitment to delivering results reinforced the decision to partner on this project.

Solution

Futureform designed a comprehensive solution focusing on Knowledge Base and Calendly integrations:

  • Knowledge Base Integration: Futureform implemented a Knowledge Base within Salesforce, seamlessly integrated with the firm’s SharePoint. This solution allowed IFAs to easily search for, access, and share important resources, empowering them to respond to client queries faster and with confidence.
  • Calendly Integration: Futureform connected the firm’s Calendly account with Salesforce, enabling advisors to schedule appointments directly within the CRM. This streamlined the scheduling process, reduced administrative tasks, and ensured a seamless workflow from initial client contact to follow-up.

Technology Stack
The solution was built using Financial Services Cloud and Customer Experience Cloud, leveraging these platforms to deliver a user-friendly, scalable Knowledge Base and robust scheduling integration.

Conclusion

The project delivered substantial improvements in both access to information and appointment scheduling:

  • Increased Efficiency: IFAs now have instant access to relevant articles, reducing time spent on information retrieval and enabling faster responses to client inquiries.
  • Enhanced Client Experience: With a streamlined scheduling process, advisors can now book appointments with ease, improving client engagement and satisfaction.
  • Operational Benefits: By reducing manual workloads, support teams can focus on complex tasks, while the scalable Knowledge Base supports future content updates without additional manual effort.

Looking Ahead

With this foundation in place, the firm is well-positioned to continue scaling and adapting to future needs. The self-sustaining Knowledge Base supports long-term growth, with potential for future integrations like AI-powered search for even more intelligent, personalised self-service experiences.