Centralizing the User Experience to Maximize Efficiency and Satisfaction
Our client, a major player in the Canadian stock market, wanted to modernize its systems to handle an increasing volume of real-time requests linked to operations, trading, and market data, while maintaining robust risk controls.
This transformation also aimed to modernize the user experience by centralizing account and investor information into a single, always-accessible portal for both internal agents and external users.
Technologies:
- Salesforce Sales Cloud (Custom Application),
- Salesforce Experience Cloud,
- Apex,
- Lightning Web Components
A Robust Salesforce Platform
To meet their needs, our team designed a robust digital platform built on Salesforce Sales Cloud and integrated with a customized Experience Cloud portal aligned with the client’s standards. This solution enables market accounts to submit requests directly online. Every submission is automatically routed, assigned, prioritized, tracked, and analyzed based on its nature and urgency.
The client interface was optimized to simplify request management. New features were introduced, including user pre-validation, access to legacy paper forms, CSV file processing, and self-service user management for enterprise clients.
An email-based intake flow was also integrated into Salesforce to replace the previous system, providing more precise assignment logic based on priority.
Additional enhancements were delivered, such as environment-based differentiation and invoice management, powered by an AWS integration that ensures daily data refresh.
Our solution relied on collaboration between experts from several business units to structure request types and their life cycles. In parallel, a flexible and secure architecture was implemented to manage access rights by user profile, both within the interface and the internal systems.
A dedicated section for encryption key management was launched, replacing email exchanges often blocked by spam filters. A new request form for historical data was also added, enabling billing for this service.
The Sales Console application allows the client’s trading operations teams, including derivatives and equities, to process requests according to their security level. Our architects also ensured a smooth and secure integration between the platform and the organization’s internal and external systems.
By redesigning the technological foundations and user journeys, we equipped the client with a more seamless and secure way to manage its interactions with the markets—supported by a high-performance, scalable infrastructure capable of handling ongoing business growth.
Results
Significant improvement in operational efficiency
through automated request processing and prioritization, enabling agents to respond faster to user needs.
Modernized user experience
with a centralized, accessible portal that simplifies access to information for accounts and agents, strengthening overall satisfaction.
Enhanced lifecycle management of requests
thanks to structured workflows and system integrations that ensure real-time tracking and greater visibility across all operations.
About the Client
This organization operates a network of financial markets and technology platforms that support capital raising, asset trading, and risk management. Its ecosystem serves growing companies, investors, and global financial institutions.