Case Study

Scaling with Purpose: How Kind Wealth Uses Salesforce to Deliver Exceptional Client Care

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"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."

— David Huntbatch, Managing Director, Kind Wealth

The Impact

Kind Wealth transformed the way it delivers financial advice by implementing a tailored Salesforce solution that centralises client data, automates admin, and streamlines every stage of the client journey. With faster task management, seamless handovers, and built-in communication tools, the team now works more efficiently while continuing to deliver the high-quality, personalised service their clients rely on.

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Saved on onboarding time per hire

Salesforce’s structured onboarding tools enable new hires to become productive six months faster, accelerating growth without compromising service.

100

Of client records now in one platform

Kind Wealth now manages all client data, tasks, and communications in Salesforce—eliminating spreadsheets and enabling seamless handovers.

10

No delays when team are on leave

With automated task tracking and shared access to records, no handovers are needed and client service continues without interruption.

About Kind Wealth

Kind Wealth is dedicated to helping families thrive—not just today, but for generations to come. As a growing organisation, they’ve built a reputation for delivering seamless, personalised financial and mortgage advice, always putting the needs of their clients first. With a belief that financial planning has the power to be life-changing, Kind Wealth works closely with clients to create bespoke plans that bring clarity, reassurance, and confidence. Their team is committed to simplifying complex financial decisions, empowering clients to focus on what truly matters—enjoying life without financial worry. Transparency and trust are at the heart of everything Kind Wealth does. Whether it’s wealth management or expert mortgage advice, their mission is to provide tailored solutions that help families prosper and build a secure future.

Thier Challenge- 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.

Areas Kind Wealth Wanted To Change

  • Deliver World-Class Service at Scale
    As the business grew, Kind Wealth wanted to maintain their commitment to personalised, high-quality service for every client, without compromise.
  • Speed Up Response Times
    The leadership team aimed to reduce wait times and reply to clients faster, improving the overall experience and building trust at every touchpoint.
  • Unify Systems for Greater Efficiency
    They were looking for one seamless platform to bring client data, communications, and task management together in a centralised, accessible space.
  • Empower Every Team Member
    The team needed to ensure that anyone could access the right information at the right time—even if a colleague was away or on leave.
  • Streamline Task Allocation
    With a small admin team, they wanted to reduce the manual burden of assigning tasks and improve the flow of work across the organisation.
  • Improve Visibility and Accountability
    They wanted to clearly track progress and responsibilities across the client journey, giving the team clarity and supporting better client outcomes.
  • Support Long-Term Growth
    Kind Wealth needed a future-ready system that would scale with them, helping them manage more clients while staying true to their values.

The Adapt IQ Solution

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"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

A Complete Solution To Deliver World Class Service

  • All-in-One Salesforce Platform
    Adapt IQ implemented a centralised system where client records, call logs, and tasks are managed in one place—eliminating manual spreadsheets and scattered systems.
  • Automated Task Allocation
    Salesforce now distributes tasks automatically, ensuring nothing is missed and freeing up the admin team to focus on more valuable work.
  • Faster Client Response and Follow-Up
    The team can now track every client interaction and respond quickly using built-in templates and streamlined workflows.
  • Seamless Access During Leave or Handover
    Every team member can access up-to-date records instantly, ensuring consistent service—even when colleagues are on leave or unavailable.
  • Built-In Communication Templates
    Pre-configured email templates help maintain a consistent tone of voice and keep clients informed throughout their financial journey.
  • Clear Reporting and Audit Trail
    Salesforce enables easy data export and audit-ready reporting to support compliance, revenue tracking, and business decision-making.
  • Custom Fit for Kind Wealth’s Workflow
    Adapt IQ tailored Salesforce to reflect how the Kind Wealth team actually works—prioritising service quality, communication, and client care.

The Impact and ROI for Kind Wealth

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"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

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Centralised Client Management

"Salesforce brought all client information into one system."

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Faster on boarding by 6 months

Salesforce and Adapt IQ's solution has enabled faster on boarding.

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Faster Sales Cadence

"Sales processes now move faster, improving the speed at which Kind Wealth can serve more clients while maintaining quality."

The Impact

Salesforce has revolutionised operations at Kind Wealth, streamlining processes and enabling faster, more efficient client service. These changes have improved team productivity, enhanced customer experiences, and supported seamless scaling. Here’s how Salesforce has transformed their business, delivering impactful results across every aspect of their operations. David shared impacts across their business on the following areas that have made a difference to their team, operational efficiency, customer experiences, empowering their team, ensuring scalability and accuracy, and finally; scaling with purpose.

  • Improved Operational Efficiency
    Salesforce centralised client records, eliminated spreadsheets, and automated repetitive admin, saving hours each week and improving team accountability.
  • Faster, More Reassuring Client Experiences
    Response times have accelerated, clients receive consistent email updates, and external delays are now managed proactively with better visibility and tracking.
  • Empowered, Productive Teams
    Staff morale is higher, onboarding time has dropped by six months, and leave cover is seamless thanks to shared access and simplified task handovers.
  • Accuracy and Audit Readiness
    With built-in reporting and audit tools, the team now handles compliance and leave management stress-free, without risk of disruption.
  • Scalable, Value-Focused Growth
    Salesforce enables Kind Wealth to scale without losing quality, giving the team more time to focus on client plans and long-term success.
  • Business Development Automation
    From automated lead routing and follow-up tasks to custom BD plan tracking and post-event workflows, Salesforce now supports proactive, compliant, and consistent engagement.
  • Team Confidence and Simpler Collaboration
    With structured onboarding, easy access to records, and automated task reallocation, the whole team feels supported and empowered—even during leave or transition periods.
  • Consistently High-Quality Client Service
    Clients get quicker responses, timely updates (even when third parties cause delays), and clear communication throughout their financial journey.
  • Reliable Reporting and Risk-Free Compliance
    Audit-ready exports and robust tracking make compliance smooth, with no more stress during reporting cycles or when key people are away.
  • Ready to Scale, Without Compromising Values
    Sales processes move faster, onboarding is easier, and the platform grows with them—allowing Kind Wealth to focus on helping families thrive.

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