Integrated Telephony for Stronger Customer Relationships

The Company

A major multinational wealth institution with a large superannuation administration and advice business in Australia.

The Problem

The company was already a very successful superannuation administration and advice business, managing 1.4m fund members and advised clients. However, the senior management team knew that to grow the business and stay ahead of the competition, they could do so much more to improve the customer experience, streamline their operations, collaborate more closely and sell more effectively.

Critically, the company lacked a single view of the customer and access to real-time analytics to drive decisions. Too much information was siloed in registry systems, advice tools, marketing databases and phone call logs.

Salesforce was an obvious choice as a company-wide operational platform. But the dilemma then was how to deploy Salesforce in a way that would deliver rapid time to value. Enter PractiFI.

The Solution

PractiFI reshapes the Salesforce platform for running wealth businesses, so it brought a core structure and an array of features ready-made for the company out-of-the-box.

From there, the PractiFI team added configuration and connectivity to deliver a core customer management platform with integrated telephony. The platform presents a beautiful single customer view and tracks every customer interaction, handling inbound calls. PractiFI workflows streamline routine operations across customer service, advice and operations, delivering great efficiency gains. This helps break down silos across the business, increases cross-division referrals and allows for real-time collaboration like never before.

PractiFI makes sales pipeline management easier and more consistent, with real-time analytics to track sales performance.

The Result

In choosing PractiFI, the company implemented a truly scalable platform in rapid time, turning concept into delivered value in just six months.

PractiFI’s pipeline management and analytics improves decision making and allows sales and management teams to monitor performance and growth, with a 360-degree view that spans previously isolated divisions.

The availability of higher quality customer data in one single view makes for richer relationships and more satisfied customers, as service teams now have all of the relevant client information and context at their fingertips.

The company now aims to scale PractiFI into new business units and out to its superannuation fund clients.

  • Single customer view of fund members & advised clients
  • Integrated, scalable cloud telephony
  • Time to value of just six months
  • Next phase rolls out PractiFI to superannuation fund clients