MICROSOFT DYNAMICS 365

CASE STUDY:
Sasfin Wealth

About The CRM Team

The CRM Team is a Microsoft Gold Partner that implements world-class CRM solutions
for companies, transforming their customer experiences to increase revenues and
reduce costs.

Using state-of-the-art Microsoft technologies, we help companies automate marketing,

improve sales forecasting and deliver omni-channel customer service. Our unique
implementation and training approach ensures that our customers get excellent user
adoption. This ensures the shortest time to value.

This case study was put together in collaboration with Sasfin Wealth.

Microsoft Dynamics 365 Case Study


Driving data consolidation and powering strategic
insights: Microsoft Dynamics 365 & Sasfin Wealth
About Sasfin
Sasfin Wealth comprises Sasfin
Healthcare, Sasfin Wealth Management
and Sasfin Securities (a member of the JSE
and a pioneer of private client portfolio
management in South Africa). With roots
dating back to 1890, Sasfin Wealth has
grown into one of South Africa’s leading
wealth management and stockbroking
businesses.
Insights & efficiency:
a new approach
Recently, Sasfin Wealth embarked on a
technology drive with a focus on client
experience.
“Dynamics is key to our digital
strategy and will be the core of
our client engagement.”
– Tinus Verster, Wealth Technology
Strategist, Sasfin Wealth
The company’s digital ambition is to enhance
the client experience through more modern
and professional digital engagement.
The company had set itself a challenge – to
manage data more effectively and improve
client engagement.
Most importantly, Sasfin Wealth wanted to
develop a deeper understanding of clients’
interests, needs, wants and preferences.
The CRM Team was chosen to facilitate that
journey.
Microsoft Dynamics 365 Case Study
Thinking bigger & building
beyond

Alex Elsworth, Chief Technology Officer at Sasfin

Wealth, notes: ‘Our value proposition lies in the
personal service and attention which we apply
in managing our client portfolios. As a business
philosophy, client relationships, client-
orientated processes, client retention and
Sasfin Wealth’s existing systems were also
superior client value are core to our offering.’
limited in their ability to capture information.
Further data issues were arising as different
One of Sasfin Wealth’s key strategic objectives is
branches and users were following inconsistent
to enhance its technology platform, ultimately
approaches.
improving client experience. ‘The right
technologies enable us to keep the client at the
The CRM Team was selected to work with key
core of everything we do,’ emphasises Elsworth.
Sasfin Wealth stakeholders in developing an
end-to-end CRM solution that would resolve the
‘Client information was stored in several
tactical and data consolidation issues the
different systems,’ explains Marzanne
company was experiencing. Once fully
Raubenheimer, Programme Manager, ‘and the
implemented, the solution is set to power
integrity and quality of data were being
strategic insights, enhance business process
compromised due to a lack of validation.’
efficacy and boost operational efficiency.

“We conducted extensive

research into technology that
would service both internal and
external clients in a more
meaningful way.”

- Tinus Verster, Technology Strategist,

Sasfin Wealth

Microsoft Dynamics 365 Case Study

The CRM partner decision

‘The Sasfin procurement process requires that a

minimum of three solutions and/or providers
are considered before a recommendation is
submitted for approval to proceed,’ explains
Raubenheimer. ‘Following the evaluation of
possible solution vendors, and taking into
consideration the technology architecture,
alignment to business strategy, cost, skills and
experience, Microsoft Dynamics 365 was ‘During our research and evaluation, the
identified as the preferred solution, with The Microsoft Dynamics 365 solution proved to be
CRM Team as the partner for the the platform that would best suit our needs and
implementation.’ requirements,’ notes Tinus Verster, Wealth
Technology Strategist at Sasfin. ‘Microsoft
Both strategic and customer-focused elements Dynamics 365 has the capability to integrate
were key parts of Sasfin’s CRM journey. The into existing backend systems. It is key to our
company wanted a central view of Wealth client digital strategy.’
information and the ability to track client
interaction effortlessly. Essentially, Sasfin
Wealth wanted to bring its ‘hands on’ client
experience into the digital age.

“One of our key strategic

objectives is to enhance our
technology platform, ultimately,
to improve our client
experience.”

– Alex Elsworth, Chief Technology

Officer, Sasfin Wealth

Microsoft Dynamics 365 Case Study

From fragmentation to
consolidation

Zamo Hadebe, Business Analyst at Sasfin

Wealth, notes that Microsoft Dynamics 365 has
the capability to address the company’s need
for both a client information and relationship
management system.

Elsworth adds: ‘The CRM system is key in the

the relevant people and regions and onboard
technology roadmap, as the client is so central
clients seamlessly.
to everything we do. Dynamics 365 will be the
core of our systems landscape and a key
‘The engagement and interaction with The CRM
integration point for all our other systems.
Team has been exceptional,’ notes Marzanne
Implementing Dynamics 365 will allow our client
Raubenheimer. ‘The CRM Team is very
relationship managers to spend more time with
professional and proficient. It has only been a
clients, continuously enriching the information
pleasure to work with them. Sasfin engages
we have on record and tailoring the
with a significant number of providers and
engagements specific to the clients’ needs.’
The CRM Team is definitely on our “Top 10 List.”
We strongly recommend The CRM Team to any
The solution being developed by The CRM Team
organisation considering embarking on a CRM
will power 360-degree client views, the ability to
journey.’
log leads and opportunities, assign work to both

“Microsoft
“Dynamics Dynamics
is key to our365 was
digital
strategy and will be the core of
identified as the preferred
our client engagement.”
solution with The CRM Team
as –the partner for the
Tinus Verster, Wealth
implementation.”
Technology Strategist, Sasfin Wealth
- Marzanne Raubenheimer,
Programme Manager, Sasfin Wealth

Microsoft Dynamics 365 Case Study

Continued confidence & ongoing improvement
Through the final Dynamics-powered solution, Sasfin is set to benefit from a range of new
business-boosting capabilities. At the foundation, the company will be able to access 360-degree
customer views encompassing all products, client relationships, roles and household structures. A
streamlined client onboarding process spanning KYC, FICA, compliance and risk requirements will
provide efficiency gains.

At the tactical level, end-to-end document and customer information management and critical
improvements regarding the identification of on- and up-sell opportunities are set to provide
further business benefits.

‘We will be able to constantly enrich our data and use it in a meaningful way to tailor our offerings
to the client’s requirements,’ notes Verster. ‘Microsoft Dynamics 365 enables us to gather relevant
information on the go, as well as launching workflows that will reduce the current turnaround
times. Dynamics is key to our digital strategy and will be the core of our client engagement.’

Key Benefits Obtained

• Data consolidation
• Streamlining of the onboarding process, spanning KYC, FICA, compliance and risk
• Improved document management
• Superior identification of both on- and up-sell opportunities

Microsoft Dynamics 365 Case Study

 For more information about Microsoft Dynamics 365, go to:
https://thecrmteam.com

This case study is for informational purposes only. THE CRM TEAM MAKES NO WARRANTIES, EXPRESS
OR IMPLIED, IN THIS SUMMARY.