CASE STUDY - SALESFORCE - FINANCE

Financial Services Cloud and Agentforce for Auditable Advisor Recommendations

The summary

Our client, a UK-based bank, wanted its relationship managers working from one place instead of five. We built a relationship management workspace in Financial Services Cloud, unified customer profiles through Data Cloud, and configured Agentforce to surface next-best-action recommendations with a full audit trail behind every one.

0
Reduction in meeting preparation time
0
Increase in wealth product cross-sell rate

All Technologies Used

Financial Services Cloud and Agentforce for Auditable Advisor

The Challenge

Relationship managers spent over an hour preparing for each client meeting, pulling information by hand from the core banking platform, a portfolio management tool, and two compliance databases. The data they needed existed, but it sat in five separate places.

Customer data was split by product line.
Household mortgages, account activity, and ISA holdings each sat in their own system, so no single record described the customer.
Meeting preparation ran on manual data gathering.
Advisors moved between five systems before every client conversation, which consumed time that belonged to advisory work.
AI recommendations had to be auditable.
FCA Consumer Duty requires a traceable basis for advice, and the existing setup could not record how a recommendation was reached.

The Solution

We built the core relationship management workspace inside Financial Services Cloud, modelling household and relationship hierarchies to match the bank's wealth segmentation. Our team deployed Data Cloud to unify customer profiles from core banking, mortgage management, and investment products, with MuleSoft handling real-time flows and FCA-compliant data lineage tracking in every pipeline. Agentforce then surfaces meeting preparation summaries, suitability checks, and life-event outreach triggers.

All Technologies Used

The Outcome

Cut meeting preparation time by 65%,from 90 minutes to 32 minutes per client, which returned that time to advisory work.
Raised the wealth product cross-sell rate by 22%As Agentforce surfaced timely recommendations inside the advisor workspace.
Made every recommendation auditableBy logging its data source and reasoning trail, which gives compliance teams a complete record for Consumer Duty review.
Removed manual compliance loggingFrom advisor workflows, since the audit trail is captured as recommendations are generated.
Unified the customer record across product linesSo household mortgages, account activity, and investment holdings resolve to one profile

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