Canaccord Genuity Wealth (CGW)
Maximizer CRM — Frequently Asked Questions
Onboarding Resource Guide
This guide covers everything you need to know as you get up and running with Maximizer — from first login through to day-to-day use. Bookmark this page as your go-to reference throughout your onboarding journey.
1. Logins & Account Access
How do I log in to Maximizer?
You’ll receive a Maximizer login email with your instance link and login instructions. SSO (single sign-on) has been enabled for your Maximizer login, which means you can log in using your existing CGW corporate credentials — no separate password is required.
Access is available to users who are registered or approved by the CGW BAST team. If you’re unsure whether you’re on the approved list, please reach out to your BAST team for assistance.
I received a login email from Maximizer but I couldn’t log in. What should I do?
Please contact the CGW BAST Team first for support before reaching out to Maximizer Support. The BAST team will be able to verify your access status and resolve most login issues quickly.
⚠️ Always contact the CGW BAST Team first for any login or access issues. They are your primary support contact for platform access.
What if I can’t log in?
Make sure you’re using the correct Canaccord instance link and signing in with your existing CGW corporate credentials via SSO. If your account appears locked or disabled, contact your CGW BAST team first.
Do all team members get their own login?
Yes. Each team member should receive an email prompting them to set up their credentials. If anyone hasn’t received it, check spam folders first, then contact the CGW BAST team.
2. Onboarding Sequence
💡 The recommended onboarding order is: (1) License provisioned by BAST → (2) Book & attend Kickoff Call → (3) Register for Training Academy.
Can I book a Kickoff Call before I receive my login details?
No. Your Kickoff Call cannot be booked until your Maximizer license has been provisioned. During the Kickoff session, our team will validate your login access and you will need to be live on the platform with us, so having active credentials before the call is essential.
Once your license has been provisioned by the CGW BAST team, you will be able to book your Kickoff session at: [Insert Booking Link].
Can I register for Maximizer Training Academy courses before my Kickoff Call?
This is not advised. Our onboarding team covers a high-level walkthrough of the platform login and key features during the Kickoff Call, specifically to prepare you for a better training experience. Attending the Kickoff first will ensure you get significantly more value out of your training sessions.
⚠️ Recommended order: complete your Kickoff Call first, then register for Training Academy courses. Skipping the Kickoff may result in a less effective training experience.
What happens during the Kickoff Call?
Your onboarding team will guide you through the following, you will be asked to share your screen so we can work through setup together:
- Confirming successful login access to Maximizer
- Reviewing your financial transactional data from Back-office within Maximizer
- Configuring Outlook integration with Maximizer
- Discussing the Salesforce data import and migration status
- Reviewing available courses in the Maximizer Training Academy and how to register
- Providing guidance on ongoing support resources and next steps
Who should attend the Kickoff Call?
We strongly encourage your primary team contact to attend, along with anyone involved in advisor onboarding, CRM administration, or day-to-day adoption. The more of your team who attend, the smoother your rollout will be.
3. Outlook Integration
How do I connect Outlook to Maximizer?
You connect via the Maximizer Outlook Add-in, which allows you to save emails directly from Outlook into client records and sync calendar events. Our Maximizer support team can guide you through the setup if needed.
Will all my Outlook emails be saved automatically?
Not necessarily. Many users prefer to manually choose which emails to save to Maximizer rather than syncing everything. This keeps your client records focused on what matters most.
Can I use the Outlook integration on desktop?
Yes, depending on your setup and permissions. If you’re unsure whether it’s enabled for your profile, please contact your BAST team.
What does the calendar sync do?
Calendar items synced from Outlook appear on the relevant client or household Timeline in Maximizer, making it easy to track meetings and interactions without double-entry.
4. Back-Office Data Import
Where do I find my financial services data in Maximizer?
Your back-office data is available in the following areas within each household or contact record:
- Contact List — overview of clients and households
- KYC Profile and Compliance — know-your-client details
- Investment Profile — portfolio and risk information
- Account Fee Details — fee and billing data
- Timeline — full history of interactions and account events
What if my financial data looks incorrect?
First, confirm you’re viewing the correct household or contact record. If the information still appears wrong, report it to your CGW BAST team so it can be reviewed.
How often is the back-office data refreshed?
Your CGW BAST team can confirm the data refresh schedule for your specific configuration. Frequency may vary based on your back-office system and integration setup.
5. Salesforce Data Migration
Has my Salesforce data been migrated?
In most cases, yes. The migration includes notes, calls, tasks, emails, and documents from Salesforce. If you notice anything missing or unexpected, work with your CGW BAST team to review and address it.
Where do I find my migrated Salesforce data?
Migrated data will appear in the Timeline and relevant sections of your household and contact records. Use the search and filter tools to locate specific interactions or records.
What if a client record from Salesforce is missing?
Reach out to your CGW BAST team with details of the missing record. They’ll work with the migration team to investigate.
6. Maximizer Platform Training
Where do I find training resources?
Training is available in the Maximizer Training Academy. Look for the Canaccord category to find courses tailored to your team’s setup and workflows.
What training should I take first?
We recommend this sequence to build a strong foundation:
- 101 — Basics and platform navigation
- 201 — Lists and productivity tools
- 301 — IQ Boost / AI features
- 302 — Outlook integration
Can I register for training before my Kickoff Call?
This is not advised. Please complete your Kickoff Call first. Our onboarding team provides a platform walkthrough during the Kickoff that is specifically designed to prepare you for a much better training experience. Attending training without that foundation may reduce the value you get from the sessions.
Does my whole team need to train together?
Not necessarily. Some users prefer to learn individually first and bring the rest of the team in later; others prefer group sessions. Choose the approach that works best for your team.
If none of the available schedules work for your team, contact our training coordinator at luismartinez@maximizer.com to arrange a dedicated session (minimum 5 participants).
What is IQ Boost?
IQ Boost is Maximizer’s built-in AI feature. It can summarize a client or household, surface upcoming follow-ups, flag missing information, and highlight recent changes — helping advisors stay on top of their book of business more efficiently.
Can I take notes using voice-to-text on mobile?
Yes. The Maximizer mobile app supports voice-to-text note capture, making it easy to log interactions when you’re away from your desk.
7. Working in Maximizer
What is the difference between a household and a contact?
A household represents the overall family or business grouping — it’s the primary record for an advisory relationship. A contact is an individual person within that household. Most account and financial data are attached at the household level.
How do I add a note or log an interaction?
From any contact or household record, use the Actions menu to add notes, log calls, record meetings, or schedule follow-ups. All activity is captured in the client’s Timeline.
8. Getting Help & Support
Who do I contact first if I have a login or access issue?
Always contact the CGW BAST Team first. They are your primary support path for login issues, access issues, account provisioning, and data questions. Only escalate to Maximizer Support if directed by your BAST team.
Who do I contact for general platform support or onboarding questions?
Your support channels are:
- CGW BAST Team — first point of contact for all login, access, and data issues
- Maximizer Technical Support — support@maximizer.com | 1-866-275-1254 | Live chat in-app
- Maximizer Training Coordinator — luismartinez@maximizer.com — training scheduling
What counts as a high-priority issue?
High-priority issues are problems that affect core functionality for multiple users, for example, the system being down, widespread login failures, or significant data discrepancies. Report these immediately to your CGW BAST team.
Where can I find self-serve support resources?
Visit the Maximizer Support Center for articles, guides, and how-to documentation. The Training Academy is also a great starting point for getting team members up to speed independently.
📌 Tip: Bookmark your Maximizer instance link and the Maximizer Support Center URL so your whole team can access them quickly without searching.
Maximizer Support • support@maximizer.com • 1-866-275-1254 • Live chat available in-app