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.
Next-Gen Asset Management Ecosystem
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.
Client & Product Scope
Investment solutions across multiple business lines
The client is a leading Indian Asset Management and Financial Services organization offering investment solutions across multiple product lines:
Multi-Channel Inflow & Business Need
High volume case ingestion across channels
High case volumes arrive from Emails, Call center, Social media, and Branch walk-ins. Because of multi-channel inflow and multiple business lines, service teams were working in silos and sales & service data were not connected.
The Operational Challenges
Five key friction points identified prior to the Salesforce Service Cloud implementation.
1. Manual Case Categorization
Cases were manually classified, which caused wrong routing, duplicate handling, and delayed resolution.
2. No Mailbox Prioritization
High-priority emails were not automatically escalated, leading to delayed response times for urgent customer requests.
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.
The Salesforce Solution Blueprint
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.
1. Multi-Channel Case Engine
Centralized email, call center, social media, and walk-in requests into a single unified console with metadata-driven case assignment and SLA tracking.
2. Telephony (CTI) Integration
Connected external call center telephony with Salesforce using REST web services for automatic case creation and complete call traceability.
3. Automated Lead Conversion Engine
Monitored lead activity and back-office financial transactions automatically to bridge the gap between service interactions and sales conversions.
4. IDAM User Lifecycle Integration
Automated user onboarding, role updates, manager reassignment, and instant deactivations through Identity & Access Management (IDAM) REST API sync.
Key Results
Key Features & Capabilities
Advanced functionality delivered for the asset management solution.
Multi-Channel Case Management (Emails, Call center, Social media, Branch walk-ins)
Call Center (CTI) Integration with screen pop & 100% call traceability
Automated Lead Conversion Engine & back-office transaction tracker
IDAM Integration (User creation, role updates, manager reassignment, deactivations)
Metadata-Driven Business Logic for zero-code configuration updates
Custom Lightning Web Components (LWC) for bulk operations and validations
Powered by Salesforce Architecture
Cutting-edge Salesforce modules and integration frameworks utilized for this solution.
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.
Interface & Dashboard Previews
Explore the key user interfaces, agent consoles, and dashboard screens designed for the client.
What Our Clients Say
Our clients value not just our technical expertise, but our ability to deliver consistently, communicate clearly, and act as a true extension of their team.
They transformed our ideas into a fully functional product. Communication was smooth throughout the project, and their support helped bring it successfully live.
Aiden & Sydney
Co-Founder, Circlez
United States
Christoph
Director, 24hdrop
Austria
Tabish
Associate, Laidlaw & Company
United StatesCustom Software Dev for
Insurance Company
Creative Encode Technologies launched the project and is keeping track of the business milestones, MVP, and client demos. The team uses Trello to specify needs necessary for logical and business process context. They're currently maintaining the project's functionality for smooth operation.