A leading Canadian Bank delivers personalized, Advisor-led Experiences with Salesforce FSC

Client

The client is a top 5 Canadian bank that provides personal and commercial banking, global markets and investment banking services across multiple distribution channels.

Business Challenges

The bank aimed to empower advisors with a centralized view of customer profiles. The goal was to deliver a smart insight driven platform real-time, and consolidated information for advisors to enable personalized guidance to clients. They sought to accomplish this by addressing:

• Customer information spread across multiple systems 
• Manual steps in the onboarding and KYC processes
• Lack of integration with external applications

The LTM Canada Solution

LTM Canada partnered closely with the client to provide architectural advisory services, Salesforce Financial Services Cloud (FSC) integration and data architecture – along with an implementation roadmap to transition their teams to a platform that delivered a unified 360° client view, reduce manual work, and strengthen client engagement. The solution established a stable Salesforce FSC foundation while laying groundwork to continuously enhance the platform’s capabilities to support evolving business needs.

Key Features of the Solution Include 

Unified client profile : A 360° customer profile was created by syncing portfolios, financial accounts, and interaction history into FSC, enabling advisors to access consolidated client information across complex client household relationships.

Goal tracking & advisor insight :The solution captures client objectives and integrates them into advisor dashboards, helping relationship managers deliver personalized recommendations.

KYC & periodic review automation : KYC periodic review processes were implemented to accelerate onboarding and maintain consistent regulatory compliance practices.

Integrated digital ecosystem : The FSC platform was integrated with external applications such as client reporting systems, financial planning tools, and enterprise data solutions enabling a cohesive advisor experience.

Business Impact 

The enhanced FSC platform has driven significant measurable improvements in advisor productivity, client experience, and operational efficiency.

• 30% Improvement : Client onboarding speed
• 25% Increase : Client satisfaction score 

This collaboration resulted in empowered advisors with the tools necessary to enhance the client experience by enabling them with 360° views of customer data, streamlined compliance functions and integration with external value-add applications. This allowed their advisors to have more personalized engagements and effectively support clients in achieving their goals.