Private Wealth Firm
Solution Stack
Sales Cloud, Client Portal
Business Units
Client Service, Compliance, Finance
Services
Implementation, Integration
Timeline
16 weeks
The Challenge Was Consistency at Scale
An East Coast wealth management firm with over 80 years of history, specializing in ultra-high-net-worth families and multi-generational planning. Known for its personalized, relationship-first approach, the firm has built its reputation on trust, discretion, and long-term client partnerships.
Problem
Despite having the right pieces, their CRM system saw low adoption and limited usability, leaving advisors relying on personal processes and disconnected tools. Client data was fragmented across systems, making it difficult to maintain a full picture of relationships — especially across households and generations.
As new clients were onboarded, inconsistencies in process began to surface. Without a standardized system, the firm risked delivering different experiences depending on the team or advisor involved.
Process
Rather than forcing a system onto the business, the approach centered on aligning technology to how advisors actually worked.
- Designed a Salesforce experience tailored to advisor workflows
- Integrated trust accounting systems for real-time financial visibility
- Digitized onboarding, KYC, and compliance processes
- Standardized relationship and household data structures
- Delivered structured training to ensure adoption across all user groups
Results
The firm moved from fragmented processes to a unified operating model, where every client interaction was supported by a complete and reliable data foundation.
- Full adoption across 80+ users
- Standardized onboarding across all business units
- Complete 360° view of client relationships and households
- Improved visibility into pipeline, activity, and client engagement
Over time, this operational clarity enabled sustained growth — resulting in a doubling of both AUM and revenue over five years.
Executive Impact | Operational Impact | Business Shift |
|---|---|---|
Growth without Overhead | Consistent Onboarding | Scalable Relationships |
Increased AUM Visibility | Advisor Alignment | Unified Client Lifecycle |
Impact on Brokers & Clients
Clients experienced a consistent, high-touch experience regardless of advisor or service team. With better visibility and coordination, the firm strengthened long-term relationships and delivered a more seamless multi-generational experience.
