CPQi
The Salesforce Experts

Implementing Salesforce at scale within a financial institution can be difficult, as it is a large project and requires specific skills. IT people should have sound technical knowledge of the platform to generate optimal ROI. Unfortunately, several organizations still lack it, and subsequently, they struggle to utilize Salesforce to its full potential. That’s where CPQi can help. The company understands the nuances of creating enjoyable and remote-friendly customer experiences with Salesforce Managed Services. The company has extensive expertise in creating digital communities that properly serve clients, strengthen relationships, and promote their brand. Following is the conversation that CIO Applications had with CPQi’s North America Chief Sales Officer, Paul Morris.

How has CPQi established itself in the Salesforce space?

Salesforce is a powerful solution, but it takes a team to get it right. Managed Services Providers have the flexibility to fill skill gaps and rotate out experts as needed. Their in-depth knowledge of the platform allows them to generate solutions quickly, leverage their industry experience, and create integrations that fully comply with security regulations.

As a Salesforce partner with a financial background and technical expertise in designing and developing custom Salesforce solutions, we’re known in the financial markets space for our excellent implementations, which always put the customer experience first while also supporting advanced decision making. We’ve established ourselves in the Salesforce space by continually deepening client knowledge and bringing banks closer to their users.

In the current environment, financial institutions must take a digital-first approach in building relationships, brand loyalty, and demand from their user base. Our Salesforce solutions give advisors a granular and community-wide level view of client desires, goals, and wishes. Advisors gain more control over their own goals and their place in the firm while building one-on-one client relationships, which has helped us gain a foothold in our industry.

How do you establish and optimize a secure digital foundation that lowers the threat of disruption and permits clients to scale with ease?

We use an agile approach that includes Squads, Sprints, and Kanban for support. We model a plan and focus strongly on the deliveries that would prove most valuable and plan development around those deliverables. From there, our teams use Agile methodologies to perform sprints that consistently deliver valuable new functionalities to our clients, ensuring they can expand and scale with ease.

Further, as former bankers, we know how important security is. So, we build Salesforce implementations with intensely restricted encryption schemes. Sensitive financial data is kept protected with independently cryptographed systems developed right into the community.

We never see our clients’ internal pre-processed and encrypted data, it’s safely stored in the Salesforce databases. This provides another encryption level with a leak-free airtight environment. Our engineers fully develop and support their Salesforce implementation without the ability to see any data, meaning we can help our clients scale without being blocked by sensitive data.
Please shed light on how you create digital communities that rightly serve clients, strengthen relationships, and promote their brand?

During times of remote work, a clear communication strategy enables our clients to build the community that people need. Our Salesforce solutions provide a route to essential knowledge sharing and enhanced branding.

Consumers expect businesses to step up and offer them individualized services irrespective of the vertical. We help our clients leverage Salesforce to develop long-lasting relationships with customers by providing consumers with what they want, not just what they need.

Could you illustrate a customer success story where you helped a client in attaining desired outcomes?

We helped one of our clients keep their Salesforce implementation fully secure by leveraging multiple layers of protection. By using the most advanced levels of encryption, internal engineering teams were able to develop and support Salesforce without the ability to see any data.

We provided them with a separate community cloud, which only users with appropriate access levels were able to use. We also integrated the Salesforce database with internal APIs, helping them effectively process their data. By using Salesforce Flows, Components, Triggers, and Apex code, they now have the best support system in place for their needs.

Their internal processes are now highly secure, and they have the capacity to deploy new community clouds if the need arises. The client now uses a scalable cloud-based architecture that will grow as fast as they do.

What impact does CPQi’s work culture have on its employees and clients?

Our focus is on completing a fulfilling day of work that meets the needs of our clients. When hiring, we look for people who are hungry, humble, and people smart, to ensure they fit in well with our culture.

Our top draw performance comes from the application of our values. We believe that a sense of urgency (but never panic) drives our results. As business models evolve in this fast-changing world, we know that the ability to be agile is essential to success. Loyalty to us is a three-way partnership between our clients, our company, and our employees. Quality has to be at the heart of our business, after all, our systems drive the global economy.

What ingredients are required to build a great solutions portfolio?

From developers to trainers, everyone at CPQi is trained in both banking and technology, so they always understand our clients’ unique requirements. Extensive training ensures our teams are able to deliver highly technical resolutions that are in sync with the way, and industry, in which we work. Furthermore, our offices are based across the Americas, from Chile to Canada, so our clients always have an on the ground team local to them, working in the same timezone.

Can you provide us a sneak-peak as to what lies ahead for your firm?

We see Digital Transformation as the key solution required by financial institutions to provide a frictionless service to their clients and across the internal departments of their own organization. It is important to understand that Digital Transformation is: Cloud, DevOps, Predictive Technology, and Channels.

We plan to continue integrating Digital Transformation into everything we do, including our Salesforce implementations, which leverage the cloud and DevOps. We will continue bringing transformative solutions and cutting-edge strategies with Salesforce to the financial markets.