A global financial institution operating across 12+ countries, managing a complex mix of retail, private, and institutional clients. Their Salesforce ecosystem supported sales and service teams but lacked scalable document handling.

The organization was generating and receiving thousands of documents through Salesforce — including client contracts, onboarding forms, and regulatory disclosures — but:

• Documents were manually uploaded and inconsistently named
• No automated archiving existed for outbound communications
• Sensitive content was scattered and lacked audit trails
• GDPR and financial compliance standards were at risk

1. Assessment and Process Mapping

QPES initiated a full audit of document workflows within Salesforce, identifying manual bottlenecks, compliance risks, and user frustrations.

2. Integration of OpenText Tools

• Core Content: Enabled structured document storage within Salesforce records
• Core Capture: Automated ingestion and classification of incoming documents (e.g. KYC, scanned contracts)
• Communications Module: Standardized outbound templates like contracts, letters, and statements — auto-archived to the correct record

3. Document Lifecycle Rules

Together with a strategic partner, QPES implemented metadata-driven retention policies, ensuring each document had a defined owner, category, and retention period.

• 100% automated archiving for client-facing communications
• 70% time savings in client onboarding processes
• Full audit-readiness across sales and service teams
• Seamless document visibility for compliance officers, sales, and customer support
• Bi-directional integration with SAP and Mulesoft-enabled systems

This organization turned Salesforce into more than a CRM — it became a governed, audit-compliant document hub. With QPES, they eliminated silos, automated document handling, and ensured every contract, email, and form had traceability and lifecycle logic.