How a Retirement Firm thrives using Salesforce FSC & Marketing Cloud
Financial Services
Situation
A large fiduciary/retirement provider came to Zennify looking to modernize their organization. To meet the digital needs of today (and plan for the future), they invested significant resources in transforming their technology infrastructure using Salesforce. However, they were not seeing the expected returns to support their revenue and growth goals. An implementation with a previous consulting partner left them with a threefold problem:
- Poor Data Architecture
- Technical Debt from Legacy Cloud Implementations
- Over-Customization That Couldn’t Scale
These complex issues made it challenging to share information and streamline their processes to provide next-level service and engagement for their clients and partners.
The Zennify Solution
Salesforce Clouds
Sales Cloud, Financial Services Cloud, CRM Analytics, Service Cloud, Marketing Cloud, Experience Cloud, Maps, High-Velocity Sales
Systems Integrated
DocuSign, Copado, Acumatica, CTI, Microsoft Outlook, Microsoft Active Directory, On-Premise Data Warehouse
Systems Replaced
MS Excel, Conga Composer, Work-Relay
Strategy
To reach their business goals, the firm needed a system-wide technology “reset” and guidance from a strategic partner with both industry and tech expertise.
Zennify conducted a comprehensive Health Check and Discovery to understand their existing Salesforce implementation. Our team provided a detailed report of findings plus recommended solutions and a long-term strategic Roadmap, which continues to be a valuable asset for their organizational vision and Salesforce planning two years later.
We used these insights to build a new Salesforce Financial Services Cloud (FSC) org that would bring them in line with their vision for the future. We reconfigured user profiles, permissions, and streamlined siloed processes while also adding new functionality for their:
- Core Business Management
- Solutions Center
- Relationship Managers & Consultants
- Client Transition
- Outside Sales
To further amplify the firm’s capabilities, Zennify integrated advanced FSC features, helped automate tasks, and developed templates to keep up with their expanding client communication needs.
Additionally, Zennify improved their use of Salesforce Marketing Cloud by connecting it to the firm’s data warehouse and FSC, implemented Email Studio, and created multiple marketing journeys using Audience Builder for segmentation. This finally enabled them to send consistently branded, highly targeted email marketing to their database.
We continue to be their trusted advisor via our Managed Services for Salesforce optimization and innovation.
Results
Dynamic Email Sending
Easy segmentation mechanism that can generate an audience in seconds using the FSC data model, including plans, roles, and financial information.
Massive Reduction of Manual Tasks
Significant operational efficiency gains across their business, including moving from 4+ hours per manual, small-batch email sends in Outlook to fast, personalized journeys in Salesforce Marketing Cloud.
