How can a wealth manager’s CRM platform keep relationships thriving?
A wealth management firm wanted to replace outmoded customer relationship management (CRM) applications to support greater personalization and growth targets.
A leading wealth manager had been considering building a new CRM platform for several years. Over time, it had built a suite of applications to address its CRM and advisor desktop capabilities, and these had become costly to maintain. Additionally, they also provided a poor user experience for employees.
Meanwhile, although the company’s business model had traditionally catered mainly to self-directed investors, it had begun the process of transforming this model to provide personalized services to investors who demanded customized options. This business-led strategy needed to be enabled by technology, in the form of a more modern CRM platform.
The company hoped that building a modern, flexible technology platform would:
- Drive improved customer experience and service excellence
- Enable the scalable growth of its personal investment advice service
- Increase job satisfaction for its employees
- Enable a redesign of business processes, which would lead to greater efficiencies, cost savings, a reduction in expense ratios and better overall performance
The firm chose the Microsoft Dynamics 365 CRM platform and engaged EY to devise the rollout strategy, execute the configuration, integration and implementation plan, train employees to use the new platform and support stakeholder communication.