A Leading Asset Management Company
This project focused on transforming the complete service and sales operations of a leading asset management company using Salesforce Service Cloud. The objective was to build a unified CRM ecosystem that could handle multi-channel case management, automate lead lifecycle tracking, integrate call center systems, and automate user lifecycle management through IDAM integration.
Overview
The client is a leading Indian Asset Management and Financial Services organization offering investment solutions across multiple product lines including:
Mutual Funds (MF)
Portfolio Management Services (PMS)
Alternative Investment Funds (AIF)
Real Estate (RE)
They receive high case volumes from:
Emails
Call center
Social media
Branch walk-ins
Business Need
Because of multi-channel inflow and multiple business lines, service teams were working in Sales and service data were not connected.
Centralized CRM
SLA-based tracking
Automated lead conversion monitoring
Real-time service-to-sales visibility
Challenge
1. Manual Case Categorization
Cases were manually classified, which caused:
Wrong routing
Duplicate handling
Delayed resolution
2. No Mailbox Prioritization
High-priority emails were not automatically escalated.
3. No Lead Conversion Tracking
Once a lead was created, there was no automated monitoring to check whether a transaction happened.
4. Telephony Disconnected
Call center system was separate from CRM.
Agents had to manually create cases after calls.
5. Manual User Lifecycle
User creation, manager updates, role changes were done manually — creating compliance risk.
Solution
Implemented a scalable Salesforce Service Cloud solution built on a metadata-driven architecture, ensuring business rules could be configured without code changes. Developed Lightning Web Components (LWC) for dynamic validations, bulk operations, and enhanced user experience. Integrated external systems such as telephony and IDAM using REST APIs to automate case creation, call tracking, user lifecycle management, and lead conversion workflows.
Key Results
Automated case creation with complete call traceability through telephony integration
Improved reporting accuracy with controlled source and channel validation
Real-time lead conversion visibility through automated lifecycle tracking
Automated SLA escalation model ensuring faster response and governance
Bulk operations framework enabling business teams to perform high-volume actions independently
Key Features & Capabilities
Unified Service Management
Centralized customer interactions from email, call centre, social media, and branch channels into a single platform powered by Salesforce Service Cloud, enabling a complete view of customer service activities.
Integrated Customer Interaction Platform
Integrated the call centre system with Salesforce to automatically capture inbound and outbound call interactions, ensuring every customer conversation is recorded and linked to service cases.
Intelligent Lead Lifecycle Automation
Implemented an automated lead management framework that monitors customer transactions and updates lead conversion status in real time, providing clear visibility into sales performance.
Automated Governance & Operations
Enabled automated user lifecycle management, SLA-based escalation, and bulk operational capabilities to streamline administration and ensure enterprise-level governance and operational efficiency.
Impact
The implementation of Salesforce Service Cloud improved service operations and sales visibility by introducing automation and a unified CRM platform.
Reduced manual effort through automated case routing and streamlined processes
Faster response and resolution times with SLA-driven case management
Improved visibility into lead conversions and sales performance
Stronger governance with automated user lifecycle and escalation management
Enhanced customer experience with unified tracking of interactions across multiple channels
Project Screenshots
Explore the key features and interfaces that make this project exceptional
Technologies & Tools
Cutting-edge technologies that powered this project
Service Cloud
A cloud-based CRM platform used to manage customer service operations, case management, and multi-channel support from a unified system.
Apex
Salesforce’s server-side programming language used to implement custom business logic, automation, and integrations.
Lightning Web Components
A modern UI framework used to build fast, reusable, and responsive user interfaces within the Salesforce Lightning Experience.
REST APIs
A web service interface used to enable seamless data exchange and integration between Salesforce and external systems such as telephony platforms.
Custom Metadata
A configuration framework used to store and manage application settings and business rules in a flexible, metadata-driven manner.
Asynchronous Apex
A Salesforce capability that allows long-running processes such as batch jobs and scheduled tasks to run in the background without affecting system performance.
What Our Clients Say
Don't just take our word for it. Here's what our satisfied clients have to say about their experience working with us.
Aiden & Sydney
Co-Founder, Circlez
Christoph
Director, 24hdrop
Tabish
Associate, Laidlaw & Company
Ready to Start Your Project?
Let's discuss how we can create a similar success story for your business.