Transforming Client Management for Growth: A Scalable Salesforce Solution for an Alternative Asset Manager
Introduction
A leading specialist alternative asset manager was facing operational challenges with their internal systems as they pursued rapid growth. Focused on helping clients achieve their investment objectives, the firm needed a more robust CRM platform to support their expanding operations and streamline processes.
Challenges
The company was using an internally developed CRM system that suffered from poor user adoption and failed to provide the necessary insights for end users. It also required significant effort to maintain. As the company sought to scale following an acquisition, they needed a more reliable platform to manage their growing client base and support their future growth.
Solution
To address these challenges, Futureform delivered a customised Salesforce Financial Services Cloud (FSC) solution that met the company’s key objectives:
- Full Client Lifecycle View: Futureform implemented an application that managed the complete client lifecycle, from leads and referrals to active clients, consolidating all relevant data, such as relationships, customer interactions, and financial accounts, into one unified view.
- Standardised and Consistent Processes: The solution established a standardised set of processes across the organisation, providing consistency in how the firm managed client information and internal workflows.
- Ease of Use: User-friendly screens, intuitive navigation, and powerful search capabilities were built into the system to improve adoption and efficiency.
- Scalability: Futureform expanded the system from 5 Sales Cloud users to 160 FSC users, showcasing substantial scalability and user adoption.
- Private Equity Expertise: Leveraging deep domain knowledge, Futureform delivered a tailored solution that addressed the firm’s unique challenges within the private equity sector.
- Rapid Deployment: The Futureform Private Equity Accelerator was used to enable rapid customisation and deployment of the new platform, ensuring the solution was aligned with industry standards and best practices.
Results
The firm now operates with a standardised sales process, having transitioned from a combination of tools like Excel, Asana, and Trello to Salesforce for end-to-end pipeline management. With Salesforce as a single source of truth for accounts and contacts, they gained greater visibility into client data and fund performance, thanks to seamless integrations with Financial Clarity for fund flows.
Conclusion
By partnering with Futureform, the firm successfully moved to a scalable, efficient CRM platform tailored to their unique private equity needs. The new system not only improved user adoption and operational consistency but also equipped the company with the tools needed to drive future growth.