PROBLEM
Novia Global is a leading international wealth management platform serving advisors, private banks and trust companies across multiple markets. As the business scaled, Novia Global needed a single source of truth capable of supporting complex services across three distinct customer bases: Standard Novia, Liberty and inn8.
The organisation relied heavily on data-driven processes, with critical information stored within its back‑end Composer database. This created challenges around data integrity, real‑time visibility and workflow efficiency. Key requirements included accurate data migration, better visibility of the investment pipeline, service‑level tracking, and the reduction of manual workloads through automation. Existing systems made it difficult to gain a full 360‑degree view of customers, processes and SLAs across the business.
SOLUTION
Novia Global partnered with Cooper Parry Digital to design and implement a bespoke Salesforce solution using Sales Cloud and Service Cloud, tailored specifically for wealth management operations.
Working closely with Novia Global’s technical leads, Cooper Parry Digital delivered:
- Automated data synchronisation between the Composer database and Salesforce to create a true single source of truth
- Comprehensive opportunity management to support advisor workflows and investment tracking
- Service Cloud‑based SLA management, including custom record types, milestones and entitlements
- Automated case assignment and workflow processes to ensure timely service delivery
- A custom document and file management system to improve visibility and control across related accounts and contacts
- Replicated firm and advisor data models within Salesforce to ensure accuracy, consistency and scalability
The solution was designed to be flexible and scalable, supporting Novia Global’s growth while maintaining data accuracy and operational efficiency.
VALUE ADDED
- A 360‑degree view of customers, advisors and processes across the organisation
- Improved data integrity through automated, real‑time data integration
- Reduced manual workloads and improved agent productivity through automation
- Faster case resolution supported by structured SLA tracking
- Better visibility of the investment pipeline and service performance
- A scalable Salesforce platform that can evolve alongside business growth
As a result, Novia Global now operates with improved efficiency, insight and control, underpinned by a robust Salesforce platform that supports data‑driven decision‑making and high‑quality service delivery at scale.
