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Success Stories

Blacktower FSC for Wealth

Introduction and Background

Blacktower Financial Management Group is an international wealth planning firm providing bespoke and independent advice to clients around the world. Their Cayman office faced challenges with managing and tracking client relationships, capturing referrals consistently and a lack of standardised processes. Due to handling both individual and business clients, Blacktower Cayman needed a CRM solution tailored specifically to both scenarios and relevant processes. They sought to enhance visibility of their client data, streamline documentation and improve compliance processes, all while ensuring smooth integration with critical third-party tools.

Project Overview

Blacktower’s primary goal was to implement a comprehensive and intuitive wealth management CRM solution. They needed a platform that could handle both individual and business clients, capture referrals and multiple integration points. Blacktower chose Futureform as their implementation partner due to their expertise in implementing Salesforce Financial Services Cloud (FSC) and their proven ability to tailor solutions to fit industry-specific needs.

Challenges

Blacktower faced several challenges in finding a CRM solution to cater to their wealth management needs:

  • Client and Referral Management: The need for a system that could effectively capture potential clients and referrals while managing both individual and business accounts.
  • Integration Requirements: Seamless integration with key tools like ID Pal, Adobe Sign and Outlook was essential for operational efficiency.
  • Data Security and Access Control: Ensuring that record visibility was managed correctly through a robust role hierarchy and sharing settings to define access and maintain data security across the organisation.

Why Futureform?

Futureform’s experience with Salesforce Financial Services Cloud and their track record in successfully delivering tailored CRM solutions made them the ideal partner for Blacktower. Their expertise in wealth management and ability to integrate key business processes with external tools set them apart.

Solution

Futureform implemented their FSC Wealth Management Template, equipping Blacktower with all the essential features required for managing wealth clients, including:

Client and Referral Management

  • Implemented lead and referral tracking to streamline the client acquisition process.
  • Established account teams and action plans to improve client servicing.

Key Integrations

  • ID Pal Integration within Salesforce to streamline KYC (Know Your Customer) and AML (Anti-Money Laundering) checks.
  • Adobe Sign: Installed and configured to automate document generation and electronic signature processes with custom templates to simplify document workflows.
  • Outlook Integration: Enabled email synchronisation, allowing communications sent from Outlook to be automatically captured and logged within Salesforce.

Implementation Experience

The implementation was smooth and collaborative, with Futureform configuring the system to suit Blacktower’s specific needs. Throughout the process, Futureform ensured the wealth management features were fully integrated, tested and ready to go while maintaining clear communication and transparency.

Results and Impact

The new FSC setup allowed Blacktower to adopt Salesforce quickly and immediately use the system to capture leads, accounts and contacts. The key results of the project include:

Seamless Compliance Checks – Thanks to the ID-Pal integration, KYC and AML checks can now be managed within Salesforce, ensuring compliance with regulatory requirements.

Improved Document Management – Blacktower can now create, track and send documents directly from Salesforce with Adobe Sign templates, enabling faster turnaround times for client agreements.

Enhanced Communication Visibility – Emails sent from Outlook are logged directly into Salesforce, providing a holistic view of client communications and improving client engagement tracking.

Customer Experience

Blacktower was impressed with Futureform’s ability to deliver a tailored, seamless CRM solution that integrated their most important tools. The result was a system that not only met but exceeded their expectations, allowing them to streamline operations, enhance compliance and improve visibility into client data.

Looking Ahead

With Salesforce Financial Services Cloud in place, Blacktower Cayman is well-positioned to continue expanding its use of the platform to optimise client relationship management further, streamline processes and improve overall business efficiency. The foundation laid by Futureform has provided Blacktower with the tools needed to achieve their long-term business objectives.