Our client is a large, member‑owned financial services organisation based in Australia, providing investment, advice, and insurance services to a diverse and growing member base. With a strong heritage and a clear member‑first ethos, the organisation has continued to evolve its digital capabilities to ensure it can deliver consistent, trusted, and high‑quality experiences at scale.
Opportunity
As the organisation continued to grow and member expectations increased, it became clear that parts of its technology landscape were limiting agility and service effectiveness. In particular, elements of its Salesforce environment and supporting business processes had become increasingly complex and difficult to evolve.
Manual and fragmented workflows across several member‑facing and internal processes were impacting responsiveness and efficiency. This included challenges in areas such as member journeys, workplace engagement activities, and the delivery of advice services, where reliance on manual steps and disconnected tooling limited visibility, follow‑up, and scalability.
At the same time, years of accumulated customisation within Salesforce had introduced technical complexity. Legacy code, inconsistent configuration patterns, and limited governance made enhancements harder to deliver, increased support overheads, and created risks around performance and maintainability.
If left unaddressed, these challenges presented a number of risks:
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- Operational inefficiency: Manual processes and sub‑optimal configurations increased effort and slowed service delivery.
- Member experience impacts: Limited automation and channel integration constrained the organisation’s ability to communicate with members in a timely and consistent way.
- Technical debt: Ongoing reliance on legacy implementations increased the likelihood of defects, rework, and instability.
- Governance and compliance risk: Reduced visibility over data flows and process execution made assurance and audit activities more difficult.
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To address these challenges, the organisation sought a delivery partner that could work pragmatically within its existing Salesforce footprint, incrementally modernising the platform while supporting ongoing business operations.
Solution
Working in close partnership with the client, NRI applied its Salesforce and Agile delivery expertise to progressively modernise the platform, streamline key processes, and uplift delivery governance. Rather than a wholesale replacement, the focus was on optimising what already existed, reducing complexity, and enabling the organisation to get greater value from its Salesforce investment.
Key initiatives included:
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- Salesforce optimisation: Refactoring legacy code and rationalising configurations to better align with Salesforce best practices, improving performance, stability, and maintainability.
- Workflow and integration enhancements: Designing and delivering both proof‑of‑concept and production‑ready solutions to streamline internal processes, including integrations with platforms such as Salesforce Marketing Cloud, Advertising Studio, integration middleware, and online event and webinar tools.
- Member journey enablement: Implementing automated, multi‑channel member journeys across Marketing Cloud and Service Cloud to improve responsiveness, consistency, and personalisation across key touchpoints.
- Advice modularisation: Decomposing complex advice‑related processes into more modular, reusable components, improving agility and reducing the effort required to introduce change.
- Governance uplift: Establishing clearer delivery and quality assurance practices, improving traceability, testing discipline, and collaboration between business and technology teams.
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These initiatives were delivered through an iterative, outcomes‑focused delivery model, with NRI working alongside client stakeholders to prioritise value, manage risk, and continuously improve ways of working.
Outcomes
The work delivered by NRI has helped the organisation evolve its Salesforce environment into a more resilient, scalable, and business‑aligned platform. Incremental improvements across technology, process, and governance have combined to deliver tangible benefits for both members and staff.
Key outcome touchpoints include:
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- Improved member experience: Enhanced visibility of member communications and interactions has enabled staff to respond more quickly and provide clearer, more consistent updates across channels.
- Improved cost‑to‑serve and employee experience: Streamlined processes, including the removal of manual administration in areas such as workplace engagement activities, have allowed teams to focus on higher‑value work.
- A more scalable platform: Refactoring and modularisation have reduced technical debt and created a stronger foundation for future enhancements.
- Stronger governance and delivery confidence: Improved delivery practices have increased transparency, reduced defect rates, and supported more predictable outcomes.
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Together, these outcomes have positioned the organisation to continue evolving its digital capabilities, delivering more connected and member‑centric experiences while maintaining the flexibility to adapt to future regulatory, operational, and market demands.
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