Enterprise CRM Transformation & Agentforce Deployment
National Financial Services Firm
Business Context
The organization and its strategic environment
A $4.2B financial services firm with 1,200 relationship managers across 38 branches needed to modernize its client engagement model. The firm was losing market share to digital-native competitors and facing increasing regulatory scrutiny on data governance.
Technology Landscape
Systems and infrastructure before DGT
7 legacy CRM and portfolio management systems, on-premise data warehouse, manual compliance reporting through Excel, and fragmented client communication channels across email, phone, and in-branch.
The Challenge
What the client was facing
Fragmented customer data across 7 legacy systems resulted in inconsistent client experiences, compliance risks, and missed cross-selling opportunities. Relationship managers spent 40% of their time on manual data reconciliation instead of client engagement.
The DGT Solution
How DGT addressed the challenge
DGT delivered a comprehensive Salesforce Financial Services Cloud implementation with Data Cloud integration, Agentforce AI assistants for relationship managers, and automated compliance workflows. Our API Hub accelerator connected all legacy systems within 8 weeks.
DGT Accelerators Used
Delivery Approach
How DGT executed the engagement
Agile delivery in 3-week sprints with a dedicated pod of 8 DGT consultants. We used a phased rollout — starting with the top 200 RMs in 5 pilot branches before enterprise-wide deployment. Each sprint included UAT with business stakeholders.
Governance Model
How the engagement was managed
Executive steering committee (bi-weekly), project management office with DGT and client co-leads, dedicated change management workstream, and weekly risk review with compliance team.
Timeline & Phases
The execution roadmap
Discovery & Architecture
3 weeksStakeholder interviews, data mapping, and solution design
Core Build
8 weeksFinancial Services Cloud, Data Cloud, API Hub integration
Agentforce Deployment
4 weeksAI assistant configuration, training data preparation, pilot
Enterprise Rollout
6 weeksBranch-by-branch deployment with change management
Hypercare
4 weeksPost-go-live support, optimization, and knowledge transfer
Risks Addressed
Key risks DGT mitigated during the engagement
Why DGT Won
What set DGT apart in this engagement
Outcome Metrics
Measurable before-and-after results
| Metric | Before | After DGT |
|---|---|---|
| Client Onboarding Time | 14 days | 5.6 days |
| Cross-Sell Revenue per RM | $180K/yr | $243K/yr |
| Compliance Exceptions | 47/quarter | 5/quarter |
| RM Time on Admin | 40% | 22% |
The Impact
Headline results delivered
"The Agentforce deployment gave our relationship managers superpowers. Client satisfaction scores hit an all-time high within 90 days."
Michael Torres
Chief Digital Officer, National Financial Services Firm