SUCCESS STORIES | BROOKS MACDONALD
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Building Salesforce Marketing Cloud confidence and capability with platform training, on-going support and consultancy
Brooks Macdonald is a UK wealth management firm using Salesforce and Pardot to support its marketing activity. The business first engaged Clevertouch in 2024 for tailored Pardot training, before moving onto an ongoing retainer model that now supports both UK and central marketing teams.
What began as a training engagement has since evolved into a broader partnership. Today, Clevertouch provides specialist input across campaign execution, platform management, automation, and ad-hoc technical requests within their monthly retained service - helping Brooks Macdonald strengthen internal capability while keeping expert guidance close at-hand.
Discover how Brooks Macdonald partnered with Clevertouch to strengthen its use of Salesforce and Pardot, streamline campaign delivery, and support growing event activity through a flexible martech support model.
The challenge
After their initial Salesforce and Pardot implementation, Brooks Macdonald needed more practical, tailored support to help the team get greater value from the platforms.
At the same time, growing roadshow and event marketing activity meant the team needed help managing registrations, attendee data, lead routing, automation, and follow-up across multiple stakeholder groups.
The Core Objectives:
- Strengthen day-to-day use of Salesforce and Pardot
- Improve campaign delivery
- Support increasing event activity with stronger automation and data coordination
- Access specialist support that could adapt to different team needs
As Kelly Paddison, CRM Manager at Brooks Macdonald explained:
"We'd got to the point where we were live in the platforms - but with limited knowledge of how to maximise the benefits."
Our approach
Clevertouch initially delivered tailored Pardot training designed around Brooks Macdonald's business needs and team experience levels. As the relationship developed, this grew into a flexible retainer model, giving the team access to a broad range of Clevertouch specialists as and when they were needed, across enablement, consultancy, and technical expertise, including:
- Campaign and automation guidance
- Field management and sync issue resolution
- Support with forms, registrations, and lead management
- Ad-hoc help across Salesforce and Pardot
- Flexible support for both UK and central marketing teams
Kelly and Marcelle (Content and Editorial Lead) highlighted that the retainer has offered the team consistency and has been especially valuable, giving the team reassurance, continuity and the confidence that Clevertouch is there as a true extension of their own team.
"It was pitched to us in the beginning that you would act as an extension of our team - and that could not be truer because that's exactly what you are. We have complete trust and faith in you as a partner that has proved to be literally invaluable."
The results
The initial martech training provided by our certified specialists elevated the team's platform capabilities up to the level required to deliver on their key projects, martech application and some of their wider marketing objectives.
Moving to an ongoing retainer has helped Brooks Macdonald to improve campaign delivery and take more campaign activity in-house - with the security of having our expert team on-hand to support them when needed.
It has also supported the delivery of increasingly complex event campaigns, assisting the team in managing registrations, leads, and follow-up communication more effectively.
- More effective day-to-day use of Salesforce and Pardot
- Stronger campaign delivery and operational support
- Flexible access to specialist expertise
- A support model that works across multiple teams
- A trusted partnership that feels like an extension of the internal team
Looking ahead:
With a stronger operational foundation in place, Brooks Macdonald is now looking at how it's marketing can continue to evolve, including opportunities around Marketing Cloud Next, AI, and improved data consistency across the business.
With ongoing support from Clevertouch, the team is well placed to keep developing its martech capability in line with changing business needs.
Explore how we can support you through your transition to Marketing Cloud Next.