Case Study: Northern Trust achieves seamless partner collaboration and service excellence with Salesforce

Northern Trust turns to Salesforce to help create a seamless experience

Northern Trust, a global wealth manager founded in 1889 with nearly $1 trillion in assets and clients ranging from institutions to ultra-high-net-worth families, needed to reduce friction in its sales and service processes. Its Wealth Management division sought a more integrated partner experience—moving beyond a fragmented CRM—to give client-facing teams a single, seamless “Partner Workstation” that would better harness expertise and improve service delivery.

Northern Trust chose Salesforce (Sales Cloud, Service Cloud, Community Cloud) and used agile, human-centered design to pilot the Partner Workstation with ~400 partners, integrating Salesforce with legacy systems and mobile access. The rollout delivered rapid adoption—partners became “enthusiastic users,” the Community Cloud “Smart Bar” support eliminated hotline calls, and the firm is expanding Service Cloud and broader Salesforce use to drive better knowledge sharing, workflows, analytics, and a more seamless client experience.

Northern Trust

Marianne Doan

EVP and Head of Enterprise Partner Services