Financial Management
Company Overview
The client is a diversified wealth management and financial services firm focused on providing comprehensive investment, advisory, and planning solutions to individuals, families, and institutions. Known for its client-centric approach, the organisation offers tailored strategies across areas such as portfolio management, retirement planning, estate planning, and private wealth services.
Customer Challenges & Requirements
- The client was using Microsoft Dynamics 365 CRM, but required deeper customization to better align the platform with their wealth management processes and client engagement workflows.
- Client documents were stored across multiple locations, creating challenges around document versioning, accessibility, and compliance, driving the need for a centralized document management solution.
- Email communication was managed in Microsoft Outlook outside the CRM, resulting in limited visibility into client correspondence and interaction history.
- Collaboration and internal discussions were spread across tools, with no seamless connection to CRM records, highlighting the need to enable Microsoft Teams within Dynamics 365.
- Activities such as phone calls, tasks, appointments, and emails were displayed across multiple views, making it difficult for advisors and operations teams to get a complete picture of client interactions.
- The client required a single, consolidated activity view within CRM to improve productivity and ensure no client interaction was missed.
- Strong emphasis on data security, compliance, and auditability, consistent with financial services industry standards.
- Need for a scalable and user-friendly CRM solution that could support future growth and evolving client service requirements.
Our Solutions
- We enhanced the client’s Microsoft Dynamics 365 CRM platform through targeted customisations to better support wealth management workflows and day-to-day client engagement.
- To simplify document handling, we integrated Microsoft SharePoint with Dynamics 365, enabling secure document storage, easy access to client files, and improved version control directly from CRM records.
- Email communication was streamlined by integrating Microsoft Outlook with Dynamics 365, allowing advisors to track emails against client records and maintain a complete communication history. We also enabled Microsoft Teams integration to support seamless collaboration and conversations linked to CRM data.
- To improve productivity, we implemented a custom solution using Azure Functions and Web APIs to consolidate all client activities—phone calls, tasks, appointments, and emails—into a single, unified view using a custom PCF control.
- Finally, we delivered interactive dashboards using Microsoft Power BI, providing clear visibility into client interactions, activity trends, and operational insights to support informed decision-making.
Client Outcomes & Benefits
- Gained a CRM tailored to our wealth management workflows, making it easier for teams to manage client relationships.
- Centralised client documents in one secure location, improving access, control, and compliance.
- Achieved full visibility into client communications by tracking emails and interactions directly within CRM.
- Improved team collaboration by connecting conversations and updates through Microsoft Teams.
- Simplified daily work with a single, consolidated view of all client activities, reducing time spent switching screens.
- Improved productivity and consistency across advisory and operations teams.
- Gained clear insights through dashboards, helping us better understand client engagement and activity trends.