Key benefits:
Modernizing Operations and Strengthening Client Relationships in Financial Services:
How a full-service financial services firm is driving transformation across wealth management, investment banking, and advisory services through cloud adoption, data modernization, and CRM innovation
From Legacy Systems to a Future-Ready Microsoft Platform
A nationwide provider of wealth and asset management, investment banking, and advisory services embarked on a multi-phased digital transformation journey to improve agility, data access, and client engagement across the business. The firm, long reliant on outdated on-premises systems and siloed processes, partnered with HSO to modernize operations, reduce technical debt, and unlock the full potential of the Microsoft platform.
The Challenge
With separate systems supporting different lines of business and many legacy tools in place, the company faced numerous operational challenges:
Limited mobile access and outdated UI for client-facing teams
Difficulty tracking prospects and opportunities across business units
A fragmented reporting landscape, with 300+ Power BI and SSRS reports hosted on-prem
Inefficiencies caused by manual processes, Excel-based tracking, and tribal knowledge
Skepticism about Microsoft’s ability to support complex financial workflows
To keep pace with growth and remain competitive, the firm needed to modernize its infrastructure—both CRM and data environments—while creating a future-proof foundation for cross-team collaboration and deeper client insights.
The Solution
HSO took a consultative, iterative approach to solving the firm’s challenges, starting with a ground-to-cloud migration strategy for Dynamics 365 Sales. Originally scoped for one line of business, the solution quickly expanded to cover Wealth Management, Investment Banking, and Advisory. HSO used its financial services expertise and Microsoft Catalyst framework to guide the firm through strategic design thinking workshops and architecture planning.
Key CRM modernization capabilities included:
Full migration to Dynamics 365 Sales in the cloud
Custom dashboards and automated notifications to improve visibility and responsiveness
Enhanced mobile and document management capabilities
Consolidated client records and activity tracking for more effective relationship management
Coming back for more: Migrating 300+ reports to Power BI and Expanding CRM for Sales and Marketing
Building on this foundation, HSO’s data team launched a second initiative: migrating 300+ Power BI and SSRS reports to Power BI cloud. This involved:
Establishing a scalable Azure data platform
Migrating a homegrown security model to Microsoft best practices
Enabling role-based access, governance, and private endpoints
Laying the groundwork for future phases involving Fabric, Copilot, and self-service analytics
Most recently, HSO helped the firm expand CRM capabilities into the Fixed Income Capital Markets (FICM) division—an area traditionally resistant to CRM tools. With no system previously in place, HSO designed a tailored solution using Dynamics 365 Sales and Marketing to:
Replace Excel-based tracking with centralized deal activity and communication records
Align CRM with the FICM deal room for seamless collaboration
Define new processes around information sharing and security
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A Unified Platform
A single, scalable Microsoft platform across CRM and analytics
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No More Siloes or Legacy Systems
Elimination of legacy applications and siloed reporting, resulting in improved collaboration between the front office and data teams
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Improved Visibility and Client Engagement
Better visibility into key data, resulting in stronger client engagement and deal visibility across lines of business
The Results
Modernizing across the firm
What began as a targeted CRM upgrade for one department has evolved into a firm-wide transformation journey—thanks to the success of early phases and growing trust in HSO’s ability to deliver. Each phase has built on the last, expanding Microsoft’s footprint and empowering the firm to retire legacy systems in favor of integrated, cloud-first solutions.
The firm now has modern CRM capabilities across Wealth, Advisory, and Investment Banking, a unified reporting platform in Power BI cloud, and a strong foundation to adopt advanced tools like Copilot and Microsoft Fabric in the future.
With each step, HSO’s deep understanding of financial services—combined with a highly collaborative approach—has helped the firm move confidently toward a more agile, data-driven future.
Looking ahead
As the transformation continues, the firm is preparing for the next phases of its modernization strategy. These include broader adoption of AI-powered tools like Microsoft Copilot, continued development of self-service analytics through Fabric, and deeper integration of CRM with marketing and capital markets workflows.
With the groundwork now in place, the organization is well positioned to scale its operations, improve decision-making, and deliver even more value to clients. By partnering with HSO and fully embracing the Microsoft ecosystem, the firm has not only addressed legacy limitations but is actively building a competitive advantage for the future.
Learn more about our experience in financial services
How can HSO help your firm grow?
Contact us to talk to an HSO financial services expert today.