Scaling with Purpose: A System for Outstanding Customer Experiences
As Kind Wealth experienced significant growth, they recognised the need for a more efficient and unified way to manage their operations. With a team of four administrators, manually allocating tasks was becoming time-intensive and risked delays or missed actions—something they were determined to avoid. Excellent customer service has always been their priority, and ensuring world-class quality in their delivery was paramount as they scaled.
The leadership team wanted to speed up how quickly they could respond to clients, improve communication, and reduce wait times to deliver the best possible service. They knew they needed a system that could bring everything together into one seamless platform.
From managing each stage of a client’s relationship with Kind Wealth to logging call records and making data accessible to all, they wanted a solution that would ensure every team member could access the right information quickly—even if someone was unavailable. Salesforce became the obvious choice to simplify processes, enhance efficiency, and maintain their high standard of customer care.
"We knew that as we grew, maintaining our standard of world-class customer service had to remain at the heart of everything we do. Scaling isn’t just about handling more clients; it’s about doing it better. By choosing Salesforce, we created a system that streamlines our processes, improves communication, and ensures every client gets the personalised, high-quality service they deserve. This approach has allowed us to scale with purpose, keeping our values and customer experience front and centre."
– David Huntbatch, Kind Wealth
Choosing Salesforce and Adapt IQ
Kind Wealth chose Salesforce because it provided a powerful, all-in-one platform to address their growing operational needs. They needed a system that could centralise all their client data, streamline processes, and improve team accountability. Salesforce offered the flexibility to track every stage of a client’s journey, from initial contact to ongoing service, ensuring nothing slipped through the cracks.
Additionally, Salesforce’s capabilities in automating workflows and logging detailed call records meant the team could reduce administrative burdens, respond faster to clients, and maintain their commitment to world-class customer service. The platform's user-friendly interface and robust reporting tools allowed them to enhance communication, improve turnaround times, and deliver a seamless experience—all while providing the scalability they needed to support future growth.
"We chose Salesforce because we needed a system that could centralise everything, keep track of our client relationships, and ensure nothing slipped through the cracks as we grew. Adapt IQ stood out as a partner because they truly understood our business needs and tailored Salesforce to help us deliver faster, more efficient service to our clients. Their expertise has been invaluable in enabling us to maintain world-class customer care while scaling our operations."
– David Huntbatch, Kind Wealth
