Front Office Practice
Services of the Front Office Practice
- Investment and Investor Relations teams change management
- Fundraising & deal pipeline process optimization
- CRM system selection and implementation
- CRM system assessment and improvement
- Ongoing CRM platform management
- Data stewarding advice and support
Examples of Our Front Office Projects
Design of a best-in-class Investor Experience
A large European buyout firm
A review of the end-to-end investor experience, from fundraising and onboarding through to ongoing reporting.
The firm had grown rapidly and developed a complex system & service provider landscape, with investors having to log into multiple different places. To enhance its investor experience, the firm engaged Holland Mountain to review its end-to-end process, from fundraising and onboarding to ongoing reporting. Holland Mountain assessed the current experience and provided a series of recommendations for each stage of the process, to achieve a best-in-class investor experience. We designed a Target Operating Model and Operational Roadmap, showing how to achieve the agreed future state efficiently.
Outsourced CRM Platform Management
A large, European Private Equity firm
Ongoing CRM platform management services to maintain the system and maximise the benefits
Following a successful CRM implementation project, managed by Holland Mountain, the firm engaged us to act as outsourced platform manager, to maintain the system, responding to change requests, continuously improving the system, and maintaining high user adoption. Our support ensures the system configuration & reports continually adapt to the evolving needs of the business. We oversee the governance of data and advise the business on improvements that can be made to functionality, reports and surrounding processes to maximize the return on investment.
CRM System Optimization
One of Asia’s largest, global Alternative Investment managers
CRM system assessment, optimisation and relaunch
The firm had a CRM system in place, but it had become out of date and underutilized. The firm engaged Holland Mountain to conduct a system assessment. Through this assessment, Holland Mountain identified a series of improvements that could be made to system functionality, reports & dashboards, data and surrounding processes to increase efficiency and provide the business with the required benefits to drive them to use the system. Following the review, the firm engaged Holland Mountain to implement these improvements, and to relaunch the system.
DealCloud Implementation Management
A leading, global Private Equity & Private Credit Manager
End-to-end DealCloud implementation management
The firm had a legacy CRM system in place, but it required significant ongoing maintenance and had become out of date. The business wished to replace it with a Private Capital specialist solution and selected DealCloud. They engaged Holland Mountain to manage the implementation, covering both IR/Fundraising and Investment Teams. Holland Mountain gave best practice advice through solution design workshops and completed thorough testing of the configuration. We project managed the implementation, tracking actions on all sides against the timeline. We managed the data cleansing and migration, supporting the client’s teams as much as possible. We also provided change management throughout, maximising successful adoption of the system by the business.
Integration of CRM & Fund Admin Data
A leading global GP that has invested $20bn across 11 funds
Development of a scalable integration load investor commitment data into DealCloud
The IR team needed access to investor commitment data for fundraising and responding to queries. They used DealCloud for investor data, but commitment data was held between two fund administrators, using different systems. The firm engaged Holland Mountain to implement ATLAS Integration Hub, setting up a ‘hub and spoke’ connection between the two data sources. The fund administrators now load data into ATLAS, with automated data validation and exception management. This data is mapped with the CRM data and loaded back into DealCloud, giving the IR team real time access to investor commitment data.