Background: A leading credit rating agency in India, was grappling with outdated, fragmented systems for managing client interactions, analytics workflow, and regulatory compliance. Analysts had to juggle multiple tools, leading to duplication of effort, missed follow-ups, and sluggish response times. The client needed a centralized CRM system that would improve productivity, integrate seamlessly with internal and external systems, and meet SEBI's rigorous compliance mandates.

Solution Implementation:

1. Discovery & Gap Analysis: We conducted stakeholder workshops across operations, compliance, and analytics teams. Our goal was to understand the full lifecycle of a credit rating project — from lead capture to final rating publication and audit trail. The analysis revealed a lack of data unification and poor task tracking.

2. Platform Selection & Architecture: We selected Salesforce Financial Services Cloud for its suitability to financial institutions, data model flexibility, and strong compliance features. A custom data architecture was designed to reflect the hierarchical relationship between financial instruments, entities, and stakeholders.

3. Custom Lightning Components: To accommodate Ind-Ra's unique workflow, we built custom Lightning components for analytics task tracking, client scoring, and auto-notifications. These reduced turnaround time on internal ratings reviews.

4. Integration with Internal Analytics Systems: Using REST APIs and Mulesoft middleware, we built real-time data bridges between Salesforce and their in-house analytics platform, ensuring data parity and reducing duplication.

5. Compliance Automation: We implemented audit trails, automated reminders for regulatory updates, and SEBI-mandated document retention policies using Salesforce Shield.

6. Training & Change Management: A phased rollout with power user training and a dedicated Salesforce champion within the client organisation ensured high user adoption and minimal resistance.

Results:

• 35% increase in analyst productivity through unified dashboards.

• 70% reduction in onboarding and client KYC processing time.

• Full compliance with SEBI’s data governance and audit trail requirements.

• Implementation completed in 16 weeks with zero downtime.