PROBLEM
United Trust Bank (UTB) is a long‑established UK specialist bank providing secure funding solutions to individuals, businesses, and charities. As customer needs evolved and flexible working became more important, UTB recognised that its manual, on‑premise contact management processes were limiting efficiency, accessibility, and insight.
Key challenges included:
- Manual contact and account management
Contacts and associated businesses were managed across multiple Excel spreadsheets and Microsoft Outlook, resulting in duplication and inconsistency. - Lack of a single source of truth
With data spread across multiple local systems, it was difficult to determine which information was accurate or up to date. - Limited reporting capability
Pulling together data from manual sources to create reports was time‑consuming and often unreliable. - Restricted accessibility and mobility
Data stored on‑premise could only be accessed on site or via VPN, limiting productivity and preventing effective mobile working. - Operational inefficiency
Manual data updates and lack of automation increased administrative burden across sales and relationship management teams.
UTB required a secure, cloud‑based CRM platform that could centralise data, support reporting, and enable teams to work efficiently from any location.
SOLUTION
Cooper Parry Digital implemented Salesforce Sales Cloud Enterprise Edition to modernise UTB’s account and contact management while improving automation, accessibility, and user adoption.
The solution included:
- Centralised data migration and consolidation
All data from spreadsheets and Outlook was carefully mapped, cleansed, and imported into Salesforce, creating a single, trusted source of truth. - Automated data updates
Salesforce automations were introduced to keep records up to date, including an API integration with Companies House to automatically pull in and refresh company details and filing history. - Bespoke reporting and dashboards
Custom report and dashboard suites were created for sales teams and management, enabling quick access to insight across the business. - Custom contact management enhancements
A bespoke bulk‑update feature allows users to update address details across related contacts with a single click, improving efficiency and usability. - Mobile‑first Salesforce experience
The Salesforce mobile app was customised using point‑and‑click configuration to provide a streamlined on‑the‑go experience without compromising functionality. - User training and enablement
Bespoke training videos were created and embedded into Salesforce, ensuring users could upskill quickly and adopt the new system confidently.
VALUE ADDED
The Salesforce solution delivered by Cooper Parry Digital enabled United Trust Bank to move from fragmented manual processes to a modern, cloud‑based CRM that supports efficiency, visibility, and flexible working.
Key outcomes included:
- A single source of truth across the business
All contact and account data is now held securely in one system, improving confidence and data integrity. - Faster, easier reporting
Reports that previously took significant manual effort can now be generated in under 30 seconds, enabling quicker decision‑making. - Reduced system friction
Automation delivered a 90% reduction in clicks across key processes, improving day‑to‑day efficiency. - Improved mobile working
Teams can securely access Salesforce from anywhere, supporting flexible and remote working without reliance on VPNs. - Better data governance and visibility
Salesforce sharing models ensure users see only relevant data, while leadership retains full oversight across departments. - High user adoption and long‑term value
Targeted training and intuitive system design ensured strong uptake and sustainable use of the platform.
