Banking & Financial Services

The financial services industry is looking at improving online customer service enabled by competition with consumer brands like Amazon, Facebook, and Google. Importantly, most financial services executives feel improving the customer experience to be the top driver of digitization in banking.

Banking & Financial Services

The financial services industry is looking at improving online customer service enabled by competition with consumer brands like Amazon, Facebook, and Google. Importantly, most financial services executives feel improving the customer experience to be the top driver of digitization in banking.

Client Stories

Success Story 1

A multinational, global bank providing retail, corporate and commercial banking products, streamlines their sales, service, and marketing processes for 5 different countries, using Salesforce.

Success Story 2

A multinational insurance company modernizes their data infrastructure and improves productivity using Salesforce.

A multinational, global bank providing retail, corporate and commercial banking products, streamlines their sales, service, and marketing processes for 5 different countries, using Salesforce.

Challenges

  • Duplicity of customer accounts and contacts causing manual errors
  • Maintaining SLA and response time to manage the enquiries was a challenge
  • Very high Turn Around Time for customer complaints

Solution

  • Unified view of customers across sales and service teams and multi-level duplicity check
  • Milestones and Escalation matrices to reduce AHT
  • Integrated CTI solution to enhance service productivity

Benefits

  • Increased sales, higher customer satisfaction and efficient brand management.

A multinational insurance company modernizes their data infrastructure and improves productivity using Salesforce.

Challenges

  • Poor user interfaces
  • Improper data mapping and duplicity issues
  • Lack of documentation for the processes

Solution

  • Third party integration solutions for managing client details and customer complaints
  • Enhancement of the existing UI for their client intelligence app
  • Data migration activity

Benefits

  • Customer centric UI, automated reporting and analysis of data, standardised procedures.