PwC s Wealth Management Solution Powered by Salesforce.com Taking Wealth Management into the Cloud
The Challenge In today s rapidly changing environment, wealth managers and brokerage firms are continuously assessing opportunities to grow revenue and better manage costs and risks to remain competitive. With increased regulatory changes and clients demanding instantaneous access to information, wealth managers should find new ways to stay competitive or be left behind. To succeed, wealth managers should shed costly and cumbersome legacy IT systems and move toward more nimble, easily scalable solutions that enable them to refocus on their core businesses and away from technical infrastructure. The Solution The cloud can offer that solution, but with many cloudbased Client Relationship Management (CRM) solutions available, wealth managers are often overwhelmed and unable to determine the best solution for their needs. To address this challenge, PwC s Wealth Management team brought to bear its extensive research and industry insights to meet the needs of wealth management clients. We were drawn to Salesforce as an industry leading cloud based solution. More than 1,600 financial services firms use Salesforce.com for their primary CRM needs. Consequently, PwC has entered into a strategic alliance with Salesforce.com to create a custom tailored, easily implemented, cost effective solution to be used as part of professional services engagements targeted specifically at serving the needs of wealth managers and their clients. Business Challenges The following are key business challenges facing wealth managers: Increasing cost and complexity Need to focus on profitable client relationships across the entire family ecosystem to capture revenues Legacy IT systems with expensive upkeep, siloed information across business centers, and applications inhibiting profits and employee collaboration Regulatory overhaul places increased pressure on financial institutions to meet compliance. With PwC s Wealth Management solution, powered by Salesforce.com, wealth managers can be strategically positioned not only to reduce costs but also to increase productivity of their staff, while also gaining crucial market share through improved client satisfaction. PwC s Wealth Management Add-on Application Harnessing the power of Salesforce.com, PwC s Wealth Management solution provides wealth managers access to capabilities that provide a host of pertinent information so that they can easily make timesensitive implementation decisions. PwC s Wealth Management solution features customizable tools that help facilitate collaboration while increasing transparency. Specifically, the solution has the following components: My Book of Business: An enhanced view of the employee s prospects, clients, centers of influence (COIs), advisors, and other relationships with the ability to easily sort and query. Client Communication Center: Create, deliver and track client communications (example: client subscriptions, event invitations, birthday cards, etc.) in one central place. Visualize Your Connections: Create associations between entities and see the full picture of a relationship. 360 View of Your Clients: Track opportunities, financial accounts, trusts, notes, tasks, and events to specific household and relationship groups. Set Goals and Track Progress: Easily generate and view reports on employee, client and organizational performance as well track current pipeline of leads. On the Go: Seamless mobile integration for both viewing and capturing information from your tablet or smartphone. Identify Opportunities Early: Quickly identify leads and easily convert them to opportunities. Transfer leads/opportunities internally among staff. Stay in Compliance: Easily create and modify user restrictions to meet risk and compliance protocols. PwC / Taking Wealth Management into the Cloud Page 2
My Book of Business My Book of Business provides an enhanced view of employee s prospects, clients, centers of influence (COIs), advisors, and other relationships with the ability to sort and query by different variables. Client is an individual or business with an account at your organization. Prospect is an individual or business with no known account with your organization. Contact is an individual with whom you or one of your clients conducts business with, such as an attorney, accountant, or a client s family office advisor. A contact could also be a family member with no account with your organization. From the My Book of Business view, users can differentiate among various types of Contacts and view other pertinent high level information. Separate tabs for Clients, Prospects, and Contacts provide an intuitive structure to organize and manage relationships. Each is tailored to capture the information relevant to that relationship type. Track client banking accounts, loans, and investment management and trust accounts. These investments roll up to the Relationship Group and Household to allow for a fuller picture of the relationships. PwC / Taking Wealth Management into the Cloud Page 3
Lead/Opportunity Management The ability to track and manage leads enables wealth managers to better anticipate their pipeline. Easily convert a lead to prospect and automatically create a related opportunity and action item (task). Receive a visual confirmation of records created upon conversion. Opportunities are the pipeline for your organization. Assign Opportunity teams or employees to help nurture the relationship or specific tasks for individual follow-up. Track Opportunity history to learn from your wins and losses. PwC / Taking Wealth Management into the Cloud Page 4
Referral Management Referrals can be used by relationship managers to refer their Clients/Prospects to another relationship manager within or across business lines. Originator View A Relationship Manager can create a Referral and assign it to a recipient, who is automatically assigned a To-Do Task and provided with View/Edit access to the Client/ Prospect. Recipient View To process a referral, the referral recipient converts it to an Opportunity and closes the assigned To-Do Task. PwC / Taking Wealth Management into the Cloud Page 5
Households A household contains anyone (Client, Prospect or Contact) living at the same address. History of communication, opportunities, financial accounts, trusts, notes, tasks, and events can be linked to households and tracked at this level. Households can also be affiliated with Relationship Groups. Households allow users to track financial information for an entire household or family. Values roll up through individual contacts to the household level. Relationship Groups Relationship Groups represent another way to group Clients, Prospects, and Contacts for tracking purposes. A Relationship Group is based on like characteristics (for example: extended family or related business entity). History of communication, opportunities, financial accounts, trusts, notes, tasks, and events can be tracked and reported at this level. PwC / Taking Wealth Management into the Cloud Page 6
Client Communication Center Create, deliver, and track client communications (such as client notifications, subscriptions, event invitations, birthday cards, etc.) in one central location. Our intuitive design provides for easily integration with third-party fulfillment center and back-end systems. Capture detailed information on each correspondence and dig into individual records containing the communication history for a client, household or relationship group. PwC / Taking Wealth Management into the Cloud Page 7
Enhanced Note Capabilities Enhanced Note functionality with rich text formatting and the ability to link documents directly to notes enables traceability of information to relevant documents and records. Pre-built Reporting and Analytics Templates Notes linked to Client, Opportunity, and Account records can easily be queried and recalled. Easily generate and view reports on employee, client and organization performance as well as track current pipeline of leads. Keep track of your pipeline with scheduled updates and alerts to help plan for your organization s future. PwC / Taking Wealth Management into the Cloud Page 8
All-in-One Solution With PwC s Wealth Management solution, wealth managers can easily view and manage activities across various platforms to increase transparency and collaboration, and improve efficiency. Benefits from this solution that can be included as part of a professional services engagement include: Drive cross-selling and upselling among business channels by providing relationship managers with 360- degree view of clients within the business; One body of common code and set of configurations to address common business requirements and adjustments in organizational strategy; Reduction in number and complexity of data integration solutions to feed and synchronize data between instances; Greater management visibility to emerging trends and opportunities in critical client and prospect information; Unified view of the client. Making CRM Easy By leveraging PwC s Wealth Management solution, wealth managers can once again focus on their core businesses and reduce the need for costly in-house IT infrastructure. With Salesforce.com as the foundation, wealth managers can be assured that their data is in a secured environment with advanced computing capabilities. With software updates and physical technical architecture centrally maintained by Salesforce.com, your organization can refocus resources toward more essential business goals and objectives. About PwC PwC US helps organizations and individuals create the value they're looking for. We're a member of the PwC network of firms in 157 countries with more than 184,000 people. We're committed to delivering quality in assurance, tax and advisory services. PwC s Advisory professionals across consulting, deals and forensics create value for our clients by helping them address their most complex business issues, from strategy through execution. We understand our clients industries and unique business challenges, and look across the entire organization focusing on strategy, structure, people, process and technology to help clients build their next competitive advantage. Our firm s global network of assurance, tax and advisory professionals means that we can bring the right skills and capabilities to help our clients achieve success anywhere around the world. The PwC and Salesforce Advantage PwC Wealth Management solution is an agile and comprehensive offering built on the Salesfoce.com platform. It provides ease in customization and deployment through built-in functionality that helps enable faster development cycles and system integration at a lower cost than traditional software solutions. PwC clients receive a unique combination of Wealth Management and Technology Solutions expertise, as well as access to a global network of more than 2,000 partners and directors operating in over 95 territories. Our global leadership in both Wealth Management and Technology Solutions gives us a unique perspective and ability to understand the implications and challenges facing our clients in today s ever-changing environment. As the 2013 recipient of Salesforce.com Partner Innovation Award for Sales, PwC has proven experience in the cloud. PwC / Taking Wealth Management into the Cloud Page 9
To learn more about PwC s Wealth Management solution and how we can help add value to your business visit us at http://www.pwc.com/us/en/increasing-iteffectiveness/salesforce.com.jhtml or contact us: Cornel Nolte Scott Evoy Steve Crosby Joe Demmler Principal Global Salesforce.com Alliance Leader PwC cornel.nolte@us.pwc.com +1 (408) 203-1600 Principal Financial Services PwC scott.evoy@us.pwc.com +1 (617) 530-7223 Managing Director Americas Wealth Leader, Financial Services PwC c.steven.crosby@us.pwc.com +1 (646) 471-4875 Managing Director Financial Services PwC Joseph.m.demmler@us.pwc.com +1 (720) 931-7754 2014 PricewaterhouseCoopers LLP, a Delaware limited liability partnership. All rights reserved. PwC refers to the US member firm, and may sometimes refer to the PwC network. Each member firm is a separate legal entity. Please see www.pwc.com/structure for further details. This content is for general information purposes only, and should not be used as a substitute for consultation with professional advisors. PwC / Taking Wealth Management into the Cloud Page 10