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Centelon helps one of the India’s largest investment management firm, with assets of more than USD 6 billion under management, in their CRM transformation journey

overview

The client is a renowned financial services group and a leading industry player in wealth and investment management, catering to some of the most affluent families in India.

Started in 1980, it’s known for strong research-based investment management, asset/ management, asset/wealth management, private equity and wealth advisory.

The client has 10+ offices in India and a presence in the UAE and Singapore. The client has more than 11% of the domestic market share in the equity portfolio managed se managed services. The client has a clear focus on HNIs, Institutions, Pension Funds, Endowments Funds, and Family Offices segments.

Challenge

Having unsatisfactory experience in the Salesforce migration by the previous vendor, the client was looking for a vendor to help them in their CRM transformation journey. Their existing challenges were
  • Enable senior management to view sales and operational metrics across the business units on a real-time basis
  • Out of sync development and UAT environments resulting in deployment failures and decreasing productivity
  • Manual customer onboarding process with delayed customer communications
  • High time to implement any ad-hoc development in Salesforce due to not following Salesforce best practices
  • Integrate multiple third-party systems with Salesforce CRM
  • Lack of proper training of the client’s IT team on the platform’s customization and limitations

Solution

Centelon not only facilitated consultation on existing business processes but also implemented multiple enhancements to the pre-developed solution.
  • Proof-read the pre-developed code to fill in the gaps from Salesforce best practice standards
  • Introduced new release deployment processes encompassing Dev, QA, Pre-Prod, UAT environments which improved TAT and zero-defect implementation
  • Provided strong business guidance and training to the client to keep them informed about business needs and our solution approach
  • Implement Salesforce Dev-Ops to improve productivity and reduce development errors
  • End to end Onboarding process digitization through Salesforce
  • Enabled customer support management with extensive Service cloud usage
  • Built integration from Salesforce platform with multiple 3rd party systems i.e. transaction processors, accounting platforms, KYC registration agencies
  • Built customer communication interfaces using WhatsApp, SMS, Chatbot, social media aggregator (Twilio) for enhanced customer onboarding and support

Benefits

  • Migrated investment management and property investment divisions to Salesforce in a short time
  • 100% digitization of new customer welcome kit
  • Increased adoption of system across the business users
  • Reduction of 15-20% in build efforts using the latest Salesforce DevOps practices
  • Ramped up a salesforce enabled team for the client with highly qualified FinTech experienced professionals
  • Implemented weekly release deployment to production to enable true agile-based delivery Agile approach resulted in a reduction in support tickets and lesser Ad-hoc fixes pushed to the system

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