Futureform Speeds up Kurtosys’ Client Resolution time by 50% with Service Cloud and Experience Cloud

Kurtosys is a leading global provider of investor communications technology, specialising in both digital and reporting platforms for the financial services industry. As the company grew, it faced significant challenges in delivering a consistent and efficient client support experience. Multiple systems and processes made client support journeys fragmented and unclear, slowing response times and creating friction for both clients and Kurtosys’ own support teams.

To solve this, Kurtosys partnered with Futureform to implement a more unified and streamlined process.

Key Benefits

• Improved Client Experience: Clients now have a centralised support portal to self-serve and log cases.
• Faster Resolution Times: Client issue resolution time reduced by more than 50%.
• Internal Efficiency Gains: Support teams now work within a single Salesforce-driven process.
• Integrated Knowledge Base: Help articles now surface contextually on Kurtosys’ public website, powered by Salesforce Knowledge.

Unifying Disconnected Client Support Operations

Prior to working with Futureform, Kurtosys was relying on multiple tools and processes to manage client support — creating confusion about where clients should go for help and costing internal teams valuable time switching between systems.

Salesforce had long been Kurtosys’ CRM, but it was not being fully leveraged to manage the end-to-end client service experience. The support function lacked a scalable, coherent system for tracking, routing, and resolving client queries.

Kurtosys chose Salesforce’s Service Cloud and Experience Cloud to consolidate support operations — and brought in Futureform to design and deliver the solution.

“We needed a partner that had the industry knowledge and expertise implementing Salesforce solutions. The Futureform team are just that.” — Grant Swart, Head of Client Services, Kurtosys

Implementing a Centralised Salesforce Support Platform

Futureform worked with Kurtosys to build a centralised client portal where clients can raise support cases directly and access self-service resources. The portal provides a clear, branded interface where clients are guided through submitting requests — and where the data they enter ensures cases are routed automatically to the correct internal team.

The implementation also included:

• A Salesforce-mastered Knowledge Base, surfaced on the Kurtosys website to help clients find answers quickly.
• Smart case routing based on client inputs for faster and more accurate issue handling.
• A unified Service Cloud experience so internal users work from a single system and interface, streamlining support operations.

Transforming Client Service with Measurable Impact

Since the implementation:

• Kurtosys has achieved a greater than 50% reduction in client issue resolution time, leading to faster responses and higher client satisfaction.
• Clients enjoy a self-serve portal with contextual help and case submission — reducing unnecessary inbound queries and empowering users.
• Internal support teams benefit from a cohesive support system that replaces previously disjointed tools and processes.

The new Salesforce-driven support experience has delivered efficiency gains, improved tracking and reporting, and elevated the overall service delivery for Kurtosys’ clients.

Why Futureform

Kurtosys selected Futureform because of our deep experience implementing Salesforce for financial services organisations and our specific expertise in Service Cloud and Experience Cloud.

“Futureform really understood what we were trying to achieve from the outset. They know Service Cloud and Experience Cloud inside out. We communicated and collaborated effectively throughout the project and the delivery was consistent and iterative.” — Micaela Pietersen, Business Operations Manager, Kurtosys

The success of phase one has laid a strong foundation for continued transformation.

Looking Ahead

Kurtosys is already moving into phase two of their Salesforce roadmap, with a rollout of Agentforce designed to further empower clients and internal teams to self-serve and resolve cases more efficiently.

With a scalable, Salesforce-centric support platform in place, Kurtosys is well positioned to build deeper client relationships and grow without constraint.

Book a demo today to discover how Futureform helps financial services firms transform client engagement and operational efficiency with Salesforce.