How a Wealth Management Firm Improved the Account Manager Experience with Salesforce Financial Services Cloud
The client needed a more structured way for account managers to manage relationships, track activities, and access relevant information throughout the client relationship.
Because the organization was already using Salesforce, the goal was to improve the existing environment rather than introduce a new platform. Pivotal Leap used Financial Services Cloud to organize client information, meetings, tasks, leads, opportunities, and day-to-day relationship activity around the account manager workflow.
Key Outcomes
Created a more structured Salesforce experience for account managers.
Organized client, account, meeting, lead, opportunity, and task information.
Made relevant client information easier for account managers to access.
Supported a more consistent approach to relationship management.
Brought core account management activities into one organized Salesforce workflow.
Business Challenge
The client needed its existing Salesforce environment to better support day-to-day account management and client relationship activity. Account managers worked across multiple stages of the client relationship and needed relevant information and follow-up activity in one working environment.
Client and account information needed to be easier to access and manage.
Meetings and tasks needed to be organized around client relationships.
Leads and opportunities needed to fit into the account manager workflow.
Account managers needed a clearer way to work with client information throughout the relationship lifecycle.
Client Priorities
The client wanted a more consistent account manager experience within its existing Salesforce environment. The main priorities were to:
Create a structured account manager experience using Financial Services Cloud.
Provide account managers with easier access to assigned clients and accounts.
Organize meetings and tasks around ongoing client relationships.
Bring leads and opportunities into the account management workflow.
Make relevant client information easier to find and use.
Improve consistency in how account managers manage client relationships.
How Pivotal Leap Structured the Account Manager Experience
Financial Services Cloud as the Account Manager Workspace
Pivotal Leap used the client’s existing Salesforce environment and Financial Services Cloud to create a more organized workspace centered on the information and activities account managers use every day.
Client and Account Information
Client and account information was organized so account managers could access relevant details in Salesforce while managing each relationship.
Meetings and Tasks
Meetings and tasks were added to the account manager workflow so client-related activity and follow-up could be tracked in the same environment.
Leads and Opportunities
Leads and opportunities were included in the same workflow, giving account managers a more consistent way to manage activity from potential engagement through ongoing relationship management.
Existing Salesforce Environment
The solution built on the client's existing Salesforce environment and used Financial Services Cloud to strengthen the account manager experience without introducing a separate platform.
Implementation Details
Platform: Salesforce
Financial Services Solution: Financial Services Cloud
Client Management: Client and account information
Relationship Activities: Meetings and tasks
Business Development: Leads and opportunities
Workflow: Account manager activities organized around client relationships
Business Workflow
- 1Client / Account
- 2Account Manager
- 3Meetings & Tasks
- 4Leads & Opportunities
- 5Follow-Up & Relationship Management
The workflow brings the client information and activities account managers use into a more consistent Salesforce experience.
Business Outcomes
Account managers had a more structured workspace within Salesforce.
Client and account information was organized around relationship management.
Meetings and tasks were added to the account manager workflow.
Leads and opportunities could be managed as part of the broader relationship process.
Account managers had a more consistent way to work with client information and follow-up activities.
Pivotal Leap's Role and Impact
Worked within the existing environment: The approach built on the client’s Salesforce investment rather than requiring a separate platform.
Focused on the account manager workflow: The solution was organized around how account managers work with clients, meetings, tasks, leads, and opportunities.
Connected relationship activities: Different stages of client engagement were brought into a more consistent Salesforce workflow.
Structured the user experience: Financial Services Cloud was used to create an experience aligned with the information account managers need during daily client management.
Looking to give account managers a more organized Salesforce experience?
Pivotal Leap can structure client information, meetings, tasks, leads, opportunities, and relationship activity in Salesforce Financial Services Cloud.
Before vs. After
| Before | After |
|---|---|
| Client and account information needed a more organized workspace | Client and account information organized in the account manager workflow |
| Meetings and tasks managed separately from other relationship activity | Meetings and tasks included in the Salesforce workflow |
| Leads and opportunities spanned different stages of the relationship | Leads and opportunities included in the broader account management process |
| Account managers needed easier access to relevant client information | Relevant client information organized in Salesforce |
| Existing Salesforce environment needed stronger support for financial services workflows | Financial Services Cloud used to support the account manager workflow |
Technology Stack
What People Say
[Client testimonial to be added based on approved client feedback.]
A strong account manager experience starts with the information and activities people use every day. Organizing those workflows in Financial Services Cloud can make relationship management more consistent and easier to navigate.