Brisbane-based Integrity Wealth is a boutique financial services business which offers services ranging from accounting and tax support through to financial advice and mortgage broking. The team works collaboratively with clients to help them grow and protect their wealth. Often, this requires team members from across different practices to come together and create tailored solutions for client needs. This is a point of differentiation for the business which has a vision to be the world’s best at collaborative financial services. However, this vision became clouded as the business grew and collaboration and service was impeded by the lack of a complete view of all its clients. That’s when Integrity Wealth turned to Salesforce.
To be the world’s best at collaborative financial services, every team member needed insight into each client. “We wanted everyone to be able to quickly get a view of what was happening with a client – for example, what services they had, who spoke with them last and any work in progress. We also needed a central place where people could easily find and maintain client contact details. It sounds so simple but at the time we had multiple client records across different databases and spreadsheets and data integrity was a real issue.”
Denise says, “I had heard about Salesforce at a seminar on practice management. So when I made the decision to change how we were operating, I immediately went to look at it. I could see the potential for the firm’s growth.”
With Salesforce Sales Cloud team members can go in from anywhere, at any time and see what’s happening with a client. For a business with remote and part-time employees this is critical.
Denise says, “We’re a boutique firm and have close relationships with our clients. To maintain that, it’s important for everyone here to know our clients’ business and be able to offer support. This was near impossible before but with Sales Cloud, anyone can take a call from a client and be able to see everything they need to provide initial support.”
As a result, client interactions have improved significantly and service is more seamless. “The cohesion we’ve achieved by using Sales Cloud allows us to deliver the personalised service clients expect from a boutique firm. And with just one database to maintain and no more spreadsheets to contend with, the team is able to spend less time on admin and more time looking after clients.”
“At the end of the day, it all leads back to delivering great service and making sure our clients are well looked after. If they are, they will go on to recommend us which is an important part of growing our business.”