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Financial Services - United Kingdom
How a global wealth manager Modernized Its Global Salesforce Platform and Unlocked AI-Powered Sales Productivity
Financial Services Cloud · Sales Cloud · Marketing Cloud Account Engagement · Agentforce
A five-year digital transformation partnership that unified the Salesforce platform, aligned sales and marketing on predictive revenue signals, and brought AI into the commercial team as a trusted layer on top of a mature, governed foundation.
About The Customer
As global leaders in asset management, investment advisory, and wealth management, they are one of the UK’s largest investment firms. They deliver a broad range of investment solutions designed to meet the diverse needs of institutions, intermediaries, and individual investors worldwide. The business operates through two core units, Asset Management and Wealth Management, each serving distinct client needs under one global operating model.
As part of an ongoing digital transformation strategy, they needed a Salesforce platform that could keep up. One that consolidated their technology landscape, met the rigorous financial services regulatory standards, aligned sales and marketing on real revenue signals, and was ready for AI to augment the commercial team.
A long-term partnership built on strategy and scalability
For over five years, we’ve partnered with the client to modernize and scale that model on Salesforce, working as a long term extension of its global technology team. That journey includes major milestones: a Global Wealth Management CRM that unified systems and raised the security bar, and an Asset Management CRM that boosted efficiency and data quality by optimizing Salesforce Insights for better, more reliable data.
The partnership delivers measurable impact. It started with the successful migration of data and alignment of processes for a newly integrated business unit, a foundation that immediately drove operational efficiency through strategic automations and a stronger user experience. Thoughout the engagementwe maintain the strict compliance, code quality, and rigorous testing standards a global financial institution requires, keeping the platform secure at every stage.
The Challenge
As part of an ongoing digital transformation strategy, the client set out to modernize how its global business runs on Salesforce. With a presence across multiple business units, client segments, and jurisdictions, the goal was to unify the platform into a single source of truth, one that could keep pace with the business as it continued to grow through organic expansion and acquisitions.
It meant meeting the security, data governance, and compliance standards expected of a global financial services leader, aligning sales and marketing on real revenue signals, and preparing the ground for AI to eventually support the commercial team with predictions the business could trust.
Our strategic response
We committed to a long-horizon partnership built around a single platform thesis: unify, govern, align, and then layer AI on top.
Financial Services Cloud became the spine. Salesforce Shield and tight data governance raised the security baseline. T24 core banking, Adobe, and Pardot were integrated into one connected experience. Einstein Discovery in CRM Analytics brought predictive attribution. And finally, a validated Insights layer prepared the ground for AI to work alongside the sales team.
Salesforce Solutions
- Financial Services Cloud
- Sales Cloud
- Marketing Cloud Account Engagement (Pardot)
- CRM Analytics with Einstein Discovery
- Salesforce Shield
- Agentforce
- Prompt Builder
Integrations & Automation
- T24 Core Banking Integration
- Adobe Marketing Integration
- Legacy Workflow to Flow Migration
- Omnistudio for Client Review
- Platform Telemetry & Monitoring
- Einstein Activity Capture
Achieving exceptional results across four Salesforce workstreams
The partnership has moved the client through four connected workstreams, each solving a different business problem. Together, they add up to a platform that is unified, governed, aligned to revenue, and ready for AI.
01
Global Wealth Management CRM
– Unifying the London Business Unit (home to 80% of the client base) on Financial Services Cloud
– Connecting the platform to T24 core banking and Adobe for a single source of truth
– Raising the security baseline with Salesforce Shield and regulatory grade governance
– Delivering the new CRM 2x faster than the legacy platform, live in 7 months with immediate adoption
02
Marketing Automation & Attribution
– Building a predictive campaign attribution model with Einstein Discovery, unlocking 70%+ expected growth in attributed opportunities
– Consolidating Pardot into a single, leaner footprint across business units
– Streamlining email request approvals with clear ownership and no overlapping reviewers
– Giving marketing full visibility into campaign ROI against real pipeline performance
03
Post-Acquisition Platform Integration
– Migrating an acquired business unit’s Salesforce data and processes into the principal org, without disruption to operations
– Retiring legacy Workflows and Process Builder in favor of Flows, lowering long-term technical risk
– Raising code quality and platform security across every release
– Expanding the platform to 5 client types and 3 jurisdictions
04
The AI Layer
– Turning client meetings into structured, actionable Salesforce data
– Blocking inaccurate insights before they reach the sales team, protecting decision quality at the source
– Bringing clearer UX across personal and team level views
– Building a trusted AI foundation grounded in real engagement data and telemetry
Agentforce for Sales
Transforming sales with AI-powered productivity in a global financial services leader.
With a strong Salesforce foundation in place, the next objective was to empower the Sales team and take productivity to the next level through AI.
By introducing Agentforce for Sales, the client redefined the way their teams capture insights, manage follow-ups, and make decisions.
Meeting Notes
Every client conversation captured, transcribed, and linked to Salesforce records for compliance and deeper insights.
We led the initial analysis on whether meeting intelligence should live natively in Salesforce or through an external engine, prototyping with Salesforce’s Generative AI and Prompt Builder before committing to an architecture.
Automated follow-up tasks
AI-generated next steps that keep opportunities moving forward and eliminate the risk of missed actions.
Once a meeting note lands in Salesforce, AI scans it and proposes next-step actions, with the rep confirming which to execute.
AI-generated leadership agendas.
Real-time visibility into pipeline and opportunity progress, turning leadership meetings into actionable strategies.
Agentforce builds a ready-to-use briefing for country and region heads ahead of internal reviews, pulling opportunity status, segmentation, and account data directly from Salesforce.
Governance built in from day one.
Sensitive meeting content is processed and stored outside Salesforce, with only validated, structured outputs flowing into the CRM, keeping a human in the loop on every AI-suggested action.
Five years of partnership have compounded into a Salesforce platform that is unified, governed, and ready for AI to augment the commercial team.
5+
Years of strategic Salesforce partnership
5/5
CSAT Customer Satisfaction
In their own words
“We’ve worked with Cloudgaia consistently for around 5 years. We’ve found that running hybrid programs where the teams are embedded within our business to work very well. The consultants are always a great addition to our team and we form cohesive groups where work is delivered in an effective manner”
Ready to turn your Salesforce platform into a growth engine?
If you lead financial services, insurance, or another regulated enterprise where Salesforce is already core to the operation, we can help you unify the platform, align sales and marketing, and bring AI into the commercial team where it actually earns its place. Let’s talk.