Case Study: Edelweiss Global Wealth Management boosts customer satisfaction to 92% with Salesforce

Investing in Technology for Guaranteed Returns on Customer Satisfaction

Edelweiss Global Wealth Management, aiming to be the world’s most customer‑centric wealth manager, faced rapid growth (AUA rising from US$2B to US$15B) that strained processes, service delivery and compliance. Its technology estate — 15–20 disconnected systems — produced fragmented data, no single view of the customer, and limited ability to scale or deliver personalised, insights‑driven service.

Edelweiss consolidated customer data on Salesforce (Sales Cloud, Service Cloud and AppExchange apps), automated lead flows and NPS feedback, added mobile access and sentiment analysis, and created a central resource centre for advisors. The changes drove a 68% increase in lead generation, lifted customer satisfaction from 78% to 92%, closed 97% of cases within agreed SLAs, sped issue resolution to under five days for low NPS alerts, and noticeably improved advisor productivity and performance management.

Edelweiss

Anshu Kapoor

Head of Wealth Management