Firma Foreign Exchange
With Plauti, leads that used to take three days to import, clean, and assign are processed in hours.
Firma Foreign Exchange treats currency exchange as a relationship business, not just a trade. The company moves clients' money globally, on the client's terms, and its staff describe the culture as one team working toward better outcomes for customers.
Firma FX runs Salesforce as its CRM, and the sales and sales support teams use it for forecasting. Because all customer data lives there, security is central to how the company operates. Patricia Heintz, System Support Lead, designs and maintains a CRM structure that keeps that data both effective and secure.
Firma FX runs Salesforce under a private sharing model: each record is visible only to its owner. That keeps data locked down, but it also means a rep in one office has no way to check whether a lead already exists in another office's book. Firma FX saw existing clients contacted as if they were brand new, because reps couldn't search the global database.
Patricia set out to find a tool that would do two things: flag a duplicate the moment a user tried to create one, and show enough about the existing record, such as its current contact details and owner, to let the user decide what to do next.
Patricia looked at both Salesforce's built-in options and apps on the AppExchange. Most could flag a duplicate at the point of creation, but none of them could show more than that without reaching past the private sharing rules.
Plauti did. Its duplicate detection exposes chosen fields from an existing record without changing the underlying security model, so Patricia and her colleagues can compare a new record against an existing one and decide which to keep, without giving anyone broader access than they already had.
Setup was straightforward: the app installed quickly, and the configuration matched what Firma FX needed. Patricia credits the support team for staying focused on her actual requirements: "They wanted to sell me the products I actually needed, instead of upselling advanced features."
Salesforce was supposed to let Firma FX search across all its clients so a rep never contacted someone who was already a customer. Before Plauti, the private sharing model got in the way of that. After installing Plauti, Firma FX can search globally while keeping its security model intact. "I can guarantee it has improved my work, but it has for sure improved the quality of work for my users," Patricia says. Plauti worked as expected from day one, and Patricia keeps finding new features to put to use.
Patricia's favorite is the quick merge tool. It handles most duplicate jobs reliably and fast, which mattered when Firma FX first loaded data into Salesforce from a previous CRM and ended up with thousands of duplicates: quick merge cleared them out fast.
Patricia sums up why she'd recommend Plauti to others: "The service this company provides is excellent. At no point did I feel like I had made a bad investment. The Plauti staff was always accessible for any of my questions or concerns, giving me the stability during the Salesforce rollout."
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Firma Foreign Exchange runs Salesforce as its CRM and as the sales forecasting tool for its sales and sales support teams.
Firma FX's private sharing model means each record is visible only to its owner, so a rep in one office could not see whether another office already had the same lead, and existing clients ended up contacted as if they were new.
Plauti lets a Firma FX rep see chosen fields from an existing record, such as its current contact details and owner, before creating a new one, without granting any extra access to the underlying record.
Lead processing that used to take three days now takes hours, and Firma FX cleared out thousands of duplicates created during an earlier CRM data migration using Plauti's quick merge tool.
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