“We’re helping clients achieve their unique life goals. It’s a very personal process that’s grounded in a deep understanding of a client’s needs as they evolve over time.”
Northern Trust has always delivered excellence, but it was increasingly finding that to do so required its partners — in the spirit of collaboration every Northern Trust employee is known as a partner — to manage the complexity of its business through capabilities and processes that were not sufficiently integrated. What resulted was a sales and service environment that contained an element of friction, despite a high level of client satisfaction. The firm elected to make a more seamless service delivery environment a business priority — and centered its efforts around the development of a Partner Workstation. The team involved in the Partner Workstation initiative wanted to do far more than simply replace the existing customer relationship management (CRM) system. They articulated a vision for a new platform that could function as a “single pane of glass,” through which every partner could better serve clients, and each other. In searching for a provider, they met with more than 10 best-of-breed firms — all of whom pitched contemporary CRM capabilities. They selected Salesforce based on the strength of its broad array of capabilities, both directly and through its ecosystem, as well as its passion for innovation and continuous improvement. “Simply put, Salesforce was best suited to help us achieve our vision,” said Marianne Doan, EVP and Head of Enterprise Partner Services. Leveraging agile development and human-centered design disciplines, the Partner Workstation rollout began in the Wealth Management business unit with a pilot group of approximately 400 partners in markets across the United States — and will soon be delivered to a much broader group. With Salesforce as the centerpiece of the new Partner Workstation, partners use Sales Cloud, Service Cloud, and Community Cloud, all integrated with legacy databases and accessible from anywhere via the Salesforce1 Mobile App.