IEQ Capital

The Challenges

IEQ Capital, a prominent player in the financial services sector, had embarked on a tumultuous journey with Salesforce consultancies that was riddled with challenges. Their previous encounters left them disillusioned and disheartened, causing Salesforce to label them a “red account.” This ominous designation underscored their potential departure from the platform due to dissatisfaction. IEQ Capital found themselves ensnared in a recurring cycle – initial promises of astute consultants who understood their business and its intricacies were swiftly replaced by junior-level resources, diminishing the strategic partnership they desperately sought. This inconsistency left IEQ Capital yearning for a fresh approach.

IEQ Capital’s tribulations reached a pivotal moment when their Account Executive proposed exploring the services of Omnivo Digital, a reputable Salesforce consultancy. Recognizing the urgency of their predicament, IEQ’s leadership team engaged in dialogue with Omnivo, sharing their trials and aspirations. This dialogue led to a pivotal decision – a “trial” project with Omnivo that began with a meticulous Org Audit. This assessment unveiled the current state of IEQ’s Salesforce instance and the Financial Services Cloud product. An in-depth evaluation revealed not only their goals but also the “technical debt” haunting the system. Omnivo’s comprehensive report offered a blueprint for rejuvenating the Salesforce org, transforming it into a strategic asset rather than a resource drain.

The Solutions

Omnivo Digital’s Org Audit made an indelible impression on IEQ Capital. The audit’s insights shed light on their Salesforce implementation’s shortcomings and provided a clear way forward. The commitment and expertise demonstrated by Omnivo propelled IEQ to forge a partnership, engaging their services for an extensive 400-hour collaboration over six months. This partnership focused on reshaping IEQ’s Salesforce org to harmonize with their business objectives. Together, they ensured that the Salesforce org accommodated users of all levels, becoming the ultimate source of truth for the IEQ team. Armed with these enhancements, IEQ Capital transformed its operations, delivering unrivaled services to its clients.

The Results

Amid this transformation, IEQ Capital confronted a recurring issue plaguing its operations. Financial Account relationships to Households remained unpopulated or were erroneously wiped out, a problem spanning 4.5 years. Previous attempts at resolution had failed due to improper diagnosis and inadequate solutions. In a remarkable deployment, IEQ Capital and Omnivo Digital tackled this issue head-on. Their collaboration not only resolved the problem but also introduced safeguards to prevent its recurrence. This breakthrough deployment ensured seamless relationship maintenance, free from the CPU runtime errors that marred previous attempts.

IEQ Capital’s journey also encompassed a migration from Aura to LWC for Access Management, coupled with backend automation adjustments. This migration elevated the Operations team’s capabilities, offering enhanced visibility and control over client access and Household documents. The process became swifter, more dynamic, and more logically organized. Beyond speed, automation enhancements reduced the Operations team’s burden by granting access to related records without manual intervention. This transition liberated their focus for more critical tasks, optimizing their productivity.

Another significant stride for IEQ Capital was the transition to the new Data Processing Engine, coupled with Rollup by Lookup configurations. This pairing enabled real-time and scheduled rollups to function more efficiently, ensuring accurate Household values at all times. The impact of these optimizations was profound. IEQ Capital’s Operations team, previously consumed by data investigation and fixes, witnessed a transformation. Their weekly commitment of 20-30 man-hours to address Financial Account, Household, and Access Management discrepancies dwindled significantly. This newfound efficiency allowed the team to concentrate on their core responsibilities, unburdened by data gaps.