Client Overview
A UK-based bank reached out to ProvidusCRM, requiring a change to how their relationship managers prepared for client meetings and acted on cross-sell opportunities. The bank wanted advisor tooling, customer data, and AI-driven recommendations accessible from a single workspace.
The Challenge
Relationship managers would spend over an hour preparing for each client meeting. They pulled data manually from five separate systems: the core banking platform, a portfolio management tool, and two compliance databases.
Customer data was split across product lines. Household mortgages, account activities, and ISA didn’t have a single source of truth. The bank also needed any AI-driven recommendations to be fully auditable under FCA Consumer Duty requirements, something their existing setup could not support
The Solution
Our team built an entire core relationship management workspace inside Salesforce Financial Services Cloud. Household and relationship hierarchies were modelled to match the bank's wealth segmentation structure.
We deployed Data Cloud to bring together customer profiles from their core banking system, mortgage management platform, and investment products into a unified record. MuleSoft managed real-time data flows across all three systems, with FCA-compliant data lineage tracking built into each integration pipeline.
We configured Agentforce to surface the next-best-action recommendations for advisors. These included meeting preparation summaries, suitability checks, and outreach triggered by life events. Every recommendation was logged with its data source and reasoning trail, giving compliance teams a full audit record for Consumer Duty review.
The Impact
- Advisor Productivity: Meeting preparation time dropped by 65%, from 90 minutes to 32 minutes per client, giving relationship managers more time for advisory work.
- Cross-Sell Performance: Wealth product cross-sell rate increased by 22% within six months, driven by Agentforce surfacing timely, relevant recommendations.
Compliance Readiness: All Agentforce recommendations are captured in audit trails, meeting FCA Consumer Duty standards and removing manual compliance logging from advisor workflows.
