Optimize your experience journey and implement the technology solutions to deliver it.
Client Relationship Management (CRM) drives the cohesion and scalability of your organization’s operations and client service delivery. We approach CRM from the outside in. We start with optimizing your experience journeys and end with implementing the technology solutions necessary to consistently deliver it.
CRM systems can be complex and require attention to detail to make them effective tools.
A CRM is only as good as the data in it, and entering and maintaining data is an often inefficient use of your team’s value time.
A hybrid RIA-broker/dealer sought our support as they moved from an outdated on-premise CRM system to a modern integrated cloud platform.
We started with a complete vendor analysis and needs assessment, a process that typically includes an analysis of business needs, user persona identification, and data needs, and moves into current and future workflow analyses. Once the analysis was complete, we implemented a full data migration, and CRM configuration process in parallel with an organization data strategy project. Our CRM migration process concludes with testing, training and a BAU transition plan for ongoing maintenance and support.
Once the CRM migration was complete, this hybrid RIA-broker/dealer had a modern, more effective CRM platform that was highly integrated with data architecture and marketing tools.
A large RIA found themselves in this exact situation and wanted to automate the data entry of leads into their CRM from an outdated manual process.
Our expert guidance helps automate the collection and population of prospect data from multiple sources into your CRM, shortening the lead to client timeline. Imagine that when a prospect downloads a white paper on your website, subscribes to your newsletter, or visits a landing page via a social media marketing campaign, their name and email address automatically flow into the CRM to be captured as a lead. To make it a reality for this RIA, we first defined requirements and workflows and then mapped data fields between two systems through APIs in order to integrate their marketing software with their CRM.
The automated flow of prospect data from their marketing software eliminated the manual work and enabled staff to focus on more value-add activities.
Capturing those requirements from your CRM users allows you to configure a custom, 360-degree household view. Recently, a large RIA’s CRM users were frustrated by having to navigate to multiple systems to access disjointed client information.
To improve the situation for the CRM users, we defined requirements to bring critical client demographic, account, and portfolio information into the CRM. From there, we designed and developed a custom page within Salesforce to access the data in a single view.
Thanks to our efforts, this RIA’s advisors can access critical client information in a single view; saving time and improving both the client and advisor experience.