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.