How Principal Asset Management Connected 20 Systems Into One Real-Time Customer View
Replacing a legacy platform with a fully connected digital foundation.
About Principal Asset Management
Principal Asset Management Berhad (PAM) is a leading asset management company serving customers, partners, and agents across Malaysia. As part of a broader modernisation effort, PAM needed to replace its legacy Siebel platform, which was reaching end of life, with a foundation that could support a full digital transformation of its operations.
The Challenge
PAM's customer and agent data was spread across 20 different systems, connected only by batch runs and minimal automation. This created significant operational inefficiencies that affected the business in multiple ways: manual, repetitive tasks reduced productivity and consumed time that could go toward more strategic work; inefficient processes increased costs through additional staffing, overtime, and rework; customers experienced delays and had to repeat information across disconnected touchpoints; and leadership lacked the visibility needed to track performance, spot bottlenecks, or identify areas for improvement.
With the business continuing to grow, these manual, disconnected processes also limited PAM's ability to scale - adding new customers or products risked overwhelming existing systems.
The Transformation
Telcowin deployed Salesforce Financial Services Cloud and Salesforce Marketing Cloud, connected via API Gateway to all of PAM's backend systems holding customer and transactional data - giving the organisation real-time data capability in place of overnight batch runs.
This connected data builds a 360-degree profile of every customer, giving operations teams the tools to grow their book of business, customer service teams the context to increase first call resolution, and marketing teams the ability to send personalised, timely communication.
Business Outcomes
The transformation gave PAM a modern, connected foundation to replace a system reaching end of life - and to operate with far greater efficiency across the business.
Business Impact
- Replaced an end-of-life legacy platform with a modern, connected foundation
- Connected 20 backend systems via API Gateway for real-time data
- Built a 360-degree view of customers and agents across the business
- Gave operations teams the context to grow their book of business
- Improved first call resolution for customer service
- Enabled personalised, data-driven marketing communication
Looking Ahead
For PAM, this transformation was about more than replacing an ageing platform - it was about building a connected foundation that lets operations, service, and marketing teams work from the same real-time view of every customer, ready to scale as the business grows.
Solutions Delivered
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Whether you're replacing a legacy platform, connecting disparate systems, or building a real-time view of every customer, Telcowin helps financial institutions create measurable business outcomes through connected data.