Customer profiles, banking records, loan information, and financial data were scattered across multiple legacy systems, making data management difficult.
Case Study — Salesforce Financial Services Cloud · Financial Services
How Ciphermetic modernized financial operations with Salesforce for a leading Financial Services company
A growing financial services company was struggling with fragmented legacy systems, manual processes, and limited customer visibility. Ciphermetic implemented Salesforce Financial Services Cloud, Service Cloud, and JIRA integration to centralize customer data, automate service workflows, and empower advisors with real-time financial insights for faster, more personalized customer service.
100%
Centralized Customer & Financial Records
90%
Increase in productivity
95%
Manual Data Entry & Redundancies
360°
Complete Customer Financial View
Company Overview
About the Company
The client is a financial services management company that helps customers with banking, investments, loans, taxation, and financial planning. As its customer base expanded, the company needed a modern CRM platform capable of handling complex financial data while delivering exceptional customer experiences.
To replace disconnected legacy systems, the client partnered with Ciphermetic to implement a Salesforce-powered solution that unified customer information, streamlined service operations, and provided advisors with a complete financial view for better decision-making.
01 - The Challenge
What the client was struggling with
The company's legacy systems created operational inefficiencies across customer management and support. Financial records were stored in multiple disconnected systems, forcing teams to spend significant time searching for information, manually updating records, and responding to customer requests without complete visibility.
Manual data entry resulted in duplicate records, frequent errors, and unnecessary administrative work.
Without a centralized case management system, customer support requests experienced delays and inconsistent resolution.
Financial advisors lacked a complete 360-degree customer view, limiting their ability to deliver personalized financial guidance and recommendations.
02 - Our Approach
How Ciphermetic solved it
Migrated customer profiles, household relationships, banking information, financial records, and planning data into Salesforce, creating a single source of truth for every customer.
Established a centralized case management system with automated workflows, intelligent case assignment, escalation rules, and knowledge articles to improve service efficiency.
Connected Salesforce and JIRA to enable seamless ticket management, real-time issue tracking, and better collaboration between customer support and backend technical teams.
Automated financial data synchronization, configured alerts for missing or inconsistent information, and enabled advisors to access real-time customer insights for informed financial planning.
03 - In Their Words
Client testimonial
"Ciphermetic transformed our outdated systems into a unified Salesforce platform that significantly improved customer visibility, service efficiency, and operational performance."
Financial Services Management Team — Client Representative
04 - The Results
What changed after launch
Following the Salesforce implementation, the client gained a centralized platform for managing customer financial information, service requests, and internal collaboration. Advisors can now access complete customer profiles in real time, support teams resolve cases more efficiently through automated workflows and JIRA integration, and manual processes have been significantly reduced. The result is improved operational efficiency, better decision-making, and a more personalized experience for every customer.
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