Improved Client Delivery Strategy for Prescient Fund Services

Transforming Client Delivery and Relationship Management

PFS's existing system was heavily reliant on manual processes, making it difficult to maintain consistent client information and manage workflows efficiently. To address these challenges, PFS decided to implement Salesforce Sales Cloud, which was then customised to meet their specific needs. This transformation was aimed at creating a "single source of truth" for all client-related data, ensuring that up-to-date information was accessible to all users at all times.

Building a Centralised Information Hub

The implementation of Salesforce Sales Cloud allowed PFS to consolidate client information into an integrated system. This centralised hub provided real-time visibility into client relationships, sales pipelines, and service provider interactions. The platform's reporting and analysis capabilities enabled PFS to generate and maintain reports and dashboards easily, which could be automatically delivered on a scheduled basis. This level of automation and transparency significantly improved PFS's decision-making processes and operational efficiency.

Customisation and Security for Sensitive Financial Data

Given the sensitive nature of the financial data handled by PFS, security was a paramount concern. CloudSmiths, as Salesforce’s largest partner in Africa, customised the Sales Cloud platform to include a graphical representation of Assets under Administration, accessible directly from client records. Access controls were implemented to ensure that different divisions within PFS could only view the data relevant to their roles. The platform's security measures were designed to protect highly sensitive client information, which is updated daily and can be quickly accessed during client meetings via the mobile application.

Rolling Out a Scalable, User-Friendly Solution

The rollout of Salesforce Sales Cloud began in November 2019, starting with a small group of ‘super users’ who were trained extensively on the platform. As the system proved its value, the user base expanded to include 27 active users across PFS’s business development, onboarding, and client relationship management teams. The platform has since evolved with the addition of multi-currency views and other functionalities, and it continues to scale with the growth of the business development team.

Enhancing Workflow Management and Client Servicing

Salesforce Sales Cloud has empowered PFS to manage workflows more effectively and convert opportunities into new clients and administration products. As the platform continues to evolve, the focus is now on building additional dashboards and reports to facilitate fast decision-making and the efficient sharing of information. PFS is committed to taking an increasingly proactive approach to client management and servicing, leveraging the full potential of Salesforce to drive their business forward.

Continuous Improvement and Customisation

With the basics of the Sales Cloud platform well-established and easy to maintain, PFS is now enabling internal super users to implement their own reports and functionalities. As PFS looks toward a post-pandemic world, the company plans to explore additional functionalities and further integrate the platform into their daily operations.