What we deliver for client service leaders
Case and request management
Request types, queues, SLAs and escalation rules that match how your team works, with every step logged.
One view of the client
Accounts, households, holdings, open requests and recent conversations on one screen, pulled from the CRM and connected systems.
Client portals and self-service
Experience Cloud or HubSpot portals where clients upload documents, check request status and find answers without calling.
Contact center integration
Phone and messaging connected to the CRM so agents see the client before they answer. We've connected Vonage (through Service Cloud Voice), RingCentral, NICE CXone, Twilio and Genesys.
AI for service
Agentforce or Claude to summarize cases, suggest replies from approved knowledge and handle routine requests, with handoff to a person when it matters.
Knowledge and training
A knowledge base your team and your AI tools both draw from, kept current through a review process.
What we see in client service teams
Agents work across too many screens
The CRM, the custodian or core system, email and the phone system each hold part of the story.
Requests disappear into inboxes
Shared mailboxes make it hard to see who owns what, what's overdue and what was promised.
Every client has to repeat themselves
Notes from the last call live in someone's head or someone else's system.
Service data can't support a renewal or growth conversation
Leaders can't see which clients are at risk until they leave.
What compliance needs from client service
- A complete history of each request: who handled it, what changed and when.
- Complaint identification and escalation, with the steps your regulator expects recorded.
- Identity verification steps before account changes, captured on the case.
- Retention of call recordings, chats and emails where your rules require it.
- Limits on what AI can tell a client, and a clear path to a person.
Recent work for client service teams
- $90B+ national RIA: 85-95% adoption across 100+ offices.
- $30B+ independent RIA: 95% adoption in 90 days and 350% better data completeness.
- National call-center life insurer: 12+ systems integrated and monthly close cut from 10 days to 5.
Salesforce or HubSpot for client service?
HubSpot Service Hub suits teams that want a help desk, customer portal and feedback surveys running quickly, especially when marketing and sales are already on HubSpot.
Salesforce Service Cloud suits higher volumes, complex request types, contact centers and firms that need service records tied to financial accounts, policies or loans. Financial Services Cloud adds the industry data model, and Experience Cloud adds secure client and partner portals.
Client service workflows that run in the CRM
Handling an inbound request
An email or portal submission becomes a case with the right type and priority, routed to the team that owns it. The SLA clock starts and the agent sees the client's history on the same screen.
Answering the phone
The call connects with the client's record already open. AI summarizes recent activity, the agent resolves or creates a case, and the call is logged automatically.
Onboarding a new client
A checklist of documents, signatures and account steps runs as tracked tasks, and the client uploads documents through the portal.
Weekly service review
The manager reviews open cases by age and SLA status, plus repeat issues that point to a process to fix.
What client service leaders should track
- First response and resolution time: by request type, channel and team.
- SLA attainment: share of cases resolved inside the agreed window.
- First contact resolution: cases closed without a follow-up or transfer.
- Repeat contacts: clients raising the same issue again within 30 days.
- Client satisfaction: survey scores tied to the case and the agent.
Your first four steps
- Map your request and case types. List what clients ask for, who handles each and how long it should take. This drives queues, SLAs and reporting.
- Retire one shared inbox. Move a single mailbox into the CRM as cases and run it there for a month.
- Put the client view on one screen. Decide the five things an agent needs before answering and bring them onto the record.
- Start AI on summaries. Case and call summaries are low-risk, save time on every interaction and show where your knowledge base has gaps.
Client service in your industry
- Wealth management: account opening, transfers and service requests tied to custodial data from Pershing or Fidelity Wealthscape.
- Banking: branch and contact center service on one record, with core data alongside.
- Insurance: policy service and claims inquiries connected to the policy system.
- Debt settlement: client communication and enrollment service at volume.
"Thank you already for being the best resource we've ever dealt with for Salesforce." Salesforce client, $2B community bank serving the Dakotas
Client service: questions
Can Salesforce connect to our phone system?
Usually, yes. We've connected Service Cloud Voice with Vonage and connected RingCentral, NICE CXone, Twilio and Genesys to the CRM. Other systems connect through APIs or middleware.
Should AI answer our clients directly?
For routine, low-risk requests with approved answers, it can. For anything involving advice, account changes or complaints, we set it up to assist your team and hand off to a person. Your compliance team decides where the line sits.
Do we need a client portal?
If clients send documents by email or call to check on status, a portal usually pays for itself in reduced calls and a cleaner record. Experience Cloud packages start at $18,000.
How do we get our team to use the new system?
Design around how they work today, train on their real requests and give managers dashboards they use in every team meeting. Our wealth clients have reached 85% to 95% adoption.
How long does a service implementation take?
Most Service Cloud implementations take 8 to 16 weeks. HubSpot Service Hub rollouts usually take 4 to 10 weeks.