The Managed Accounts Services (MAS) division of the Company, a global leader in Corporate Banking and Private Wealth Management, was facing several challenges including how they tracked and managed all their client interactions. This division consisted of several key user groups including the Sales Directors (both institutional and retail), Sales Support team, and the Managed Account Research Center (MARC). Each with their own set of requirements and needs for improvement. 

Business Challenge

In order to better support key sales and distribution efforts of the MAS, the Customer decided to migrate from their current disparate contact and call center management databases to a more robust, centralized and scalable CRM solution, Salesforce. The MAS works directly with the portfolio managers of large institutions and retail financial consultants, from other departments within the company, and had a direct need to capture these interactions and be able to report on and know about potential opportunities with them.
 
The MARC group also needed a better solution to track and manage all of the requests that came in from these clients. The Sales Support group had the need to easily find, access, and report on all of this information in one central location. Their current database was, however, far from efficient in providing all of these services to the various groups.

Solution

The company decided to utilize Salesforce and asked Acumen Solutions to help with implementation of their new CRM solution. Salesforce automation allowed for better management of the institutions and financial consultants that Sales Directors deal with on a daily basis. An example of this is the Sales Director's ability to now view not only the assets or book of business associated with a particular consultant but also how those consultants are performing.
 
Case Management functionality has allowed for the MARC and the Sales Directors to share information about the calls and requests that are coming in from consultants and work together to manage those requests and opportunities. The ability of the Sales Directors to access all of this information while on the road or at a client was very critical for the Customer. A mobile solution with limited data and field access was deployed for both Institutional and Retail Sales Directors on their Blackberry devices. 

Return on Investment

The Customer has deployed Salesforce to all of the identified MAS users to date. With the new SFA and Case Management functionality  both groups (Sales Directors and the MARC) are able to better communicate and coordinate. Since deployment, the customer has experienced tighter coordination between the MARC and the Sales Directors on potential opportunities, better visibility into critical sales activities and metrics, and enhanced productivity for Sales Directors via the Apex Mobile deployment.