The U.S. wealth-management arm of a global bank
Client onboarding cut from weeks to 24 minutes, then meeting prep handed to an agent.
A wealth manager with more than two thousand advisers put them on one CRM, automated an onboarding process that used to run on a hundred-plus pages of paper, and then gave every adviser an agent that reads a year of client history before a meeting.
At a glance
- Client
- The U.S. wealth-management arm of a global bank
- Engagement
- Consolidation, workflow automation and a first agent
- Sector
- Financial Services
- Based in
- United States
The stack
01
The situation
What they were working against.
Preparing for a client meeting meant pulling data from as many as 26 systems, which cost an adviser three to four hours per meeting. Capacity to sell and to serve was capped by the plumbing, not by the people.
Onboarding a new client was the same story at larger scale: weeks of elapsed time and more than a hundred pages of physical paperwork before a relationship could formally begin.
02
What was built
The build, in the order it happened.
One CRM for the adviser
Financial Services Cloud became the system advisers actually work in, replacing the 26 tools they had been switching between.
Onboarding as workflow
New-client onboarding rebuilt as automated case-management workflows, taking the average from weeks to 24 minutes.
A meeting-prep agent
The first Agentforce agent, launched in six weeks and opened from the household record: one click reviews a year of structured and unstructured CRM data through Data 360 and proposes a personalised agenda.
03
The results
Adviser time back in front of clients.
Meeting preparation is faster and more thorough, and the hours it used to absorb go back to client conversations. Across more than 4,500 advisers, associates and support staff, the outcome is more selling capacity from the same people.
- New-client onboarding, previously weeks and 100+ pages of paperwork
- 24 min
- Adviser systems consolidated into one CRM
- 26
- From decision to a live meeting-prep agent
- 6 wks
Client name withheld. Figures are as reported for this implementation; where one was a stated target rather than a measurement, the label says so.
04
Our read
How we would build this at your scale.
What we take from this build, and what the same outcome looks like for a team of fifty to five hundred people rather than a global enterprise.
Consolidate before you automate
The agent worked because it had one place to read from. At mid-market scale that is a Financial Services Cloud implementation with the household and relationship model designed first, and the legacy tools retired rather than integrated.
Implementation 02Onboarding is a case, not an email thread
The 24-minute figure is a workflow result, not an AI one. Document generation, e-signature, KYC checks and approvals modelled as a case with stages is a six-to-ten-week build for a firm of fifty advisers.
Salesforce Development 03Give the first agent one narrow job
Meeting prep is read-only, high-frequency and easy to judge. That is the profile we look for in a first Agentforce use case, and it is why this one shipped in six weeks.
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ReadWant the same result, without the enterprise bill?
Thirty minutes with an architect. Bring the part of this story that looks like your problem and we will tell you what it takes to get there: which products, how many weeks, and what we would leave out.