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PwC gets the client’s perspective
Simplicity — a leading financial products distribution company helping advisors and their clients achieve their financial goals — sought to strengthen its vendor alignment and the day-to-day management of its Salesforce environment by shifting these responsibilities from the IT team to a managed services provider.
Interview with:
Mitch Leidner
CFO, Simplicity Group
What was the challenge?
“We work with multiple vendors through our Salesforce platform, regularly adding new capabilities and integrating newly acquired companies. We needed an experienced group that could help manage our complex multi-vendor environment, handle day-to-day user support and perform minor administrative and enhancement tasks, taking those responsibilities off the hands of our team. We also wanted to onboard new organizations into our Salesforce CRM environment faster, creating a single source with proper access to vital acquisition data.”
Describe the solution.
“We transitioned our day-to-day operations to PwC Managed Services, which coordinates activities across all suppliers and has a dedicated support team to handle incoming requests. By alleviating our team of these obligations, we freed up time for more value-add tasks. The PwC Cloud and Digital team also helped us build a robust migration plan to integrate subsidiary CRMs systems into Salesforce as we continue to grow.”
Where or how did innovation come into play?
“PwC Managed Services helped us transform our Salesforce platform. It organized platform releases in a way that built user confidence and trust in the process. User adoption significantly increased, thanks to an enhanced ticket system for better support, among other improvements. We were also able to integrate various third-party systems into Salesforce — DocuSign to reduce signoff timelines, Copado for DevOps and Firelight to offer on demand solutions to partners — at the same time as introducing multi-factor authentication for stronger security and controls. This upgraded technology helps us better track and respond to user requests and support them through changes across the Salesforce platform.”
How does the solution blend the strengths of technology and people?
“PwC’s Cloud and Digital team conducted a six-week current-state assessment of our technology landscape, hosting interviews with key stakeholders from Simplicity as well as subsidiary organizations. Those findings helped us work together to develop an implementation plan to absorb data from 30 acquired organizations into our Salesforce CRM. We then tested the approach with one of our high-priority subsidiary groups to enable success. By strengthening supplier coordination and support, we made our Salesforce platform more sustainable, ultimately driving more value in the long-term.”
Results
5
suppliers now centrally managed through Salesforce by PwC, providing operational efficiencies to generate business value
40-50
hours a month regained by the IT team as a result of the managed tasks, enabling more time to focus on strategic initiatives
15%
increase in ticket submissions, a result of heightened user adoption once the enhanced process was established
A trusted strategy for migrating new data into the Salesforce platform, built on current processes to drive business continuity
PwC and Salesforce, inspired and united in the pursuit of innovation
Explore PwC's case study library
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