AltamarCAM: CRM for a Faster, more efficient Service

AltamarCAM partnered with redk to migrate and unify its CRM platforms into Salesforce, achieving centralised data management, greater operational efficiency, and more personalised client service. The transformation leveraged Sales, Service and Marketing Cloud, with Agentforce playing a key role in driving agility and service quality.

Objectives

AltamarCAM aimed to evolve its CRM ecosystem to unify processes, enhance user experience, and establish a robust technological foundation that enables more efficient, scalable, and client-focused management.

Eliminate data fragmentation across platforms

Centralise critical client and operations information in a single CRM instance to improve traceability and enable faster decision-making.

Increase operational efficiency and business intelligence

Unify investor and investment workflows to streamline operations and gain comprehensive business intelligence. At the same time, simplify support processes to ensure consistent, high-quality service delivery.

Optimise communication campaigns

Boost personalised communication capabilities through a more flexible, efficient infrastructure directly connected to real client data.

Simplify and enhance the internal CRM ecosystem

Unify multiple CRM instances into a scalable, intuitive, and up-to-date platform that reduces maintenance overheads and improves the internal team’s user experience, encouraging adoption and strategic CRM use.

Leverage emerging technologies such as AI

Enable advanced analytics, automation, and personalisation by incorporating AI to optimise processes and elevate both client and employee experiences.

Challenges & Solutions

AltamarCAM and redk worked together to overcome the limitations of a fragmented CRM ecosystem and complex operational processes. Through this collaboration, the teams were able to automate and optimise sales, service, and marketing management.

Challenge

Solution

Desafio

Fragmented CRM ecosystem and dispersed data

Lack of integration with internal systems (Altamar+)

Need for a complete, granular view of business across sales and operations

Marketing limitations in engaging clients effectively

High operational load and repetitive queries in customer service

Complex management of detailed information for internal support and pre-sales analysis

Requirement for a scalable platform and improved internal user experience

Solución

Migration and consolidation of multiple platforms into a single Salesforce instance (Sales, Service and Marketing Cloud), centralising data and processes.
Full integration between Salesforce and proprietary systems, ensuring smooth management and data accessibility.
Global view of business activities, client relationships, and partner interactions, with granular operational insights powered by Tableau.
Implementation of Marketing Cloud for personalised, multichannel campaigns, enhancing communication and segmentation.
Deployment of Agentforce to automate frequent queries (case deflection), freeing up resources and accelerating response times.
Internal agents equipped to process and summarise key information, supporting preparation and decision-making for sales teams.
A unified, intuitive, and scalable platform reducing maintenance load and fostering CRM adoption across teams.

Key Results

With the support of redk and Salesforce Marketing Cloud, AltamarCAM has unified its environments, optimised internal processes, and automated workflows, resulting in greater operational efficiency and more personalised client communication.

Unified digital environments

The consolidation of previously dispersed work environments has improved resource management, analytics, and departmental capabilities.

Enhanced client communication

Marketing Cloud provided a 360-degree view of communications across all AltamarCAM clients, resulting in stronger client engagement.

Improved process compliance

Internal process monitoring has become more reliable, enabling the commercial teams to operate more efficiently.

Reduced operational workload in customer service

Automation freed agents to focus on higher-value cases and deliver more personalised support.

Case deflection

Automated workflows significantly reduced the volume of manually managed incidents, boosting support efficiency.

About

AltamarCAM

AltamarCAM is an independent asset manager specialising in private markets, with over 20 years of experience and €20.8 billion in assets under management. The firm provides tailored investment solutions to more than 15,000 clients, with a strong ESG commitment and an international presence. More information at altamarcam.com .

Industry

Financial services

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Position, Company name

Working with AltamarCAM has been an incredible experience. The project was ambitious and complex, but thanks to AltamarCAM's internal expertise and the personalised approach taken to the project, every challenge has been overcome with excellent results.

Diego Santos García Martínez

Project Lead at redk