Challenge
Client relationship data lived across Outlook contacts, spreadsheet pipelines, and an end-of-life ACT! CRM that no one wanted to touch. Compliance couldn’t produce ASIC-ready interaction logs without days of assembly across six shared mailboxes. Advisors estimated they were spending roughly 40% of their week on admin rather than client-facing work. New-client onboarding took three weeks end-to-end, and the firm had lost momentum on two referrals during the delay.
Solution
We scoped a four-week discovery across advisory, compliance, and operations before a 14-week build. Dynamics 365 Sales + Customer Insights was deployed into the firm’s Microsoft 365 tenant, with 12 years of client records migrated from ACT! and six shared mailboxes using our triple-backup, dual-validation methodology. Interaction capture (email, phone, meeting) runs automatically through Outlook and Teams connectors, producing an ASIC-aligned log that compliance can query at any time. The advisor dashboard surfaces portfolio review reminders, compliance flags, and inbound referral status in one view. Xero integration closes the loop on billing reconciliation so finance doesn’t chase line items across two systems.
Technologies
Results
“Our advisors actually use the CRM now. That has never happened before. The compliance team stopped chasing people for interaction logs because the system captures everything automatically.”