IMR Soft

Financial Services Cloud

Connect client context, onboarding and service for financial institutions

Now Agentforce Financial Services

We help banks and wealth management firms give advisors, bankers and service teams one view of the client, guided onboarding with compliance steps built in, and service operations that run on Salesforce.

Request a financial services assessmentContact Us

Buyer challenges

Where financial servicing slows down

  • Fragmented client picture

    Accounts, relationships, holdings and service history live in separate systems.

  • Advisors switching tools

    Advisors and bankers move between applications to answer one client question.

  • Manual onboarding

    Account opening, KYC and suitability steps rely on forms, email and rework.

  • Servicing under control requirements

    Fraud, dispute and card requests need consistent steps, evidence and audit trails.

  • Data spread across platforms

    Banking, wealth, custodian and portfolio systems each hold part of the record.

  • Legacy Salesforce orgs

    Earlier implementations hold back new journeys and consistent experiences.

Agentforce opportunities

Where Agentforce helps advisors, bankers and service teams

Client and case summaries

A short brief before a meeting or callback, drawn from the client record.

Policy and procedure answers

Answers drawn only from approved internal content.

Onboarding and document guidance

Help completing steps and finding required documents.

Guarded next actions

Suggested actions run through defined Flows, with a person in control.

Agentforce can

  • Summarize, find and explain approved information
  • Prepare requests for review
  • Route work to the right team

Agentforce does not

  • Give financial advice
  • Make underwriting, eligibility or payment decisions
  • Act outside the permissions you define

Financial services value model

From client conversation to connected data

We connect Salesforce to the platforms that hold accounts, holdings and transactions, with security and error handling designed in.

Who it serves

Advisors
BankersService teams
Clients

Client, advisor and banker 360

  • Households and relationships
  • Financial accounts and holdings
  • Open service items

Digital onboarding and servicing

  • Guided account opening and funding
  • KYC, AML and suitability steps
  • Approvals and evidence capture

Banking and wealth service operations

  • Fraud, disputes and card replacement
  • Loan servicing and advisor requests
  • Omni-Channel routing, service levels and Knowledge

Financial data consolidation

Core bankingLoan originationWealthCustodianPortfolio systems

Data 360 where it is licensed and fits.

Value pillars

What we build for financial institutions

01 / 06

Client, advisor and banker 360

A single view of households, relationships, accounts, holdings and open service items for the people who serve the client.

Outcome area

Connected financial context and less switching between tools.

Salesforce capabilities

The parts of Salesforce this work uses

Selected to fit your licensing and operating model.

  • Financial data model

    • Agentforce Financial Services
    • Households and relationships
    • Financial accounts and holdings

  • Guided journeys

    • OmniScripts
    • FlexCards
    • Integration Procedures
    • Data Mappers

  • Service operations

    • Case Management
    • Omni-Channel
    • Service Console
    • Knowledge

  • Self-service

    • Experience Cloud
    • Authenticated client portals
    • Request tracking

  • Data

    • Data 360 where licensed
    • Identity resolution
    • Data migration

  • Integration

    • REST and SOAP APIs
    • Middleware-aware patterns
    • Named credentials

Business use cases

Financial services use cases we deliver

  • Guided account onboarding

    Problem
    Account opening depends on forms, email and repeated requests for documents.
    Approach
    OmniStudio journey with KYC, AML and suitability steps, approvals and evidence capture.
    Value drivers
    Fewer handoffs, recorded compliance steps.

  • Advisor and banker workspace

    Problem
    Advisors and bankers move between systems to prepare for one client conversation.
    Approach
    Client 360 with relationships, holdings, open cases and backend context in one console.
    Value drivers
    Connected context, less preparation time.

  • Fraud and dispute servicing

    Problem
    Fraud, dispute and card requests are handled differently by each team.
    Approach
    Case workflows with defined steps, routing, service levels and Knowledge.
    Value drivers
    Consistent handling and a clear audit trail.

Representative team experience

Wealth management and retail banking

Prior professional experience of IMR Soft Salesforce practice team members. Sanitized, and not presented as an IMR Soft corporate client engagement.

The challenge

Give advisors, bankers and service teams a connected client view, move onboarding and servicing into guided digital journeys, and bring data from several financial platforms into Salesforce.

Team-member scope

Financial Services Cloud and Service Cloud implementations covering client 360, OmniStudio onboarding and servicing journeys, banking service consoles, self-service portals, data consolidation and integration with external financial systems.

  • Client and advisor 360

    Connected views of clients, households, accounts and service history.

  • Guided onboarding

    OmniStudio journeys with KYC, AML and suitability steps.

  • Banking service consoles

    Workflows for fraud, disputes, card replacement and loan servicing.

  • Data consolidation

    Client data brought together from several platforms, including Data Cloud.

  • Integration and migration

    External system integration and legacy Salesforce org migration.

  • Agentforce use cases

    Summaries, recommended next steps, policy answers and document guidance.

Integration and ecosystem

Financial services runs on many systems

We connect Salesforce to the platforms that hold accounts, holdings and transactions, with security and error handling designed in.

  1. Core banking, loan origination, wealth, custodian and portfolio systems through secure APIs.

  2. Middleware-aware and event-driven patterns, with retries and monitoring.

  3. Screening and verification services called from onboarding journeys.

  4. Identity and single sign-on for advisors, bankers and clients.

Implementation approach

Start with one journey that matters

An assessment maps the client data model, journeys and integrations. A proof of concept then runs one onboarding or servicing journey end to end before the wider program.

  1. 01

    Discover

    Why change now?

  2. 02

    Assess

    What is the current-state gap?

  3. 03

    Prioritize

    What should move first?

  4. 04

    Prove

    Can value be shown safely?

  5. 05

    Transform

    How does it reach production?

  6. 06

    Stabilize

    How is go-live risk controlled?

  7. 07

    Optimize

    How is value sustained?

Managed support after go-live: release readiness, access reviews and a governed enhancement backlog for regulated environments.

Financial Services Cloud questions

Yes. Salesforce now calls Financial Services Cloud “Agentforce Financial Services”. Its data model for households, relationships and financial accounts continues.

Next step

Start with a financial services assessment

Map client data, journeys and integrations, and agree the first journey to prove.

Request a financial services assessment
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