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A leading legacy-rich wealth management firm elevated service quality for high-net-worth clients with Virtusa’s help. Together, they built a next-generation Concierge Servicing Platform using Salesforce Service and Data Cloud, integrating services, streamlining workflows, and enabling relationship managers to deliver the full value of the firm’s offerings.
When a leading wealth management business acquired a regional private bank, it inherited a fragmented service environment. Communication between bankers and partners lacked structure, and Outlook—used as the default CRM tool—created silos that hindered knowledge sharing and service continuity.
The prolonged low-rate environment had further diverted attention to fulfilling loan requests, leaving little room for proactive engagement or new client acquisition. High turnover added to the challenge, with departing bankers leaving behind incomplete client histories and broken service trails.
The result: inconsistent service delivery to a base of over 70 million high-net-worth clients who expected more.
The firm saw the need to evolve. The answer? A modern, office-based concierge model—designed to unify client interactions, empower bankers, and transform how value is delivered across the wealth portfolio. The global wealth management leader wanted its bankers to act as the single point of contact for every client need across banking, lending, and wealth. To make this possible, they turned to Virtusa, their long-standing transformation partner.
high-net-worth clients
Virtusa delivered a next-gen concierge servicing platform powered by Salesforce, built to unify communication, simplify workflows, and elevate client experience through personalized, proactive engagement.
A cross-functional team brought deep expertise in global advisory platforms, banking modernization, and Salesforce to the table. The result was a streamlined interface that centralized tools, policies, and product access so bankers could focus on relationships, not systems.
The first milestone was a Minimum Viable Product (MVP) introducing core concierge features. It laid the foundation for scaled delivery across the firm’s entire retail wealth portfolio. Virtusa’s solution was anchored on three core dimensions:
With the platform in place, relationship managers could now deliver a fully integrated, high-touch experience. Bankers had a unified view of client needs and the whole context to serve with consistency, clarity, and confidence. Early wins included: • Seamless service continuity, even with staff transitions
This wasn’t just a system upgrade. It was a scalable model for long-term trust, built for clients with complex financial portfolios and high expectations.
For more than 15 years, Virtusa has delivered strong outcomes for the leading global financial institution across banking, payments, and wealth advisory. This long-term partnership has created a deep institutional knowledge, giving Virtusa not just the technical skills, but also the strategic context to drive transformation where it matters most.
The MVP was just the beginning of the firm’s transformation journey. As the platform proves its value, the wealth management business is moving into phase two, a 12–18-month roadmap to expand capabilities, integrate fully with Salesforce Data Cloud, and define the future of digitally enabled, high-touch wealth management. The goal: To lead, not follow, in the next era of client experience.
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