A modern breed financial services bank was looking for a tailored CRM solution to provide faster and more personalized services to his customers. The motto was to follow a holistic approach that would take into account all available and meaningful information about the customer to drive better engagement, more revenue and long-term loyalty.

Client Information

• Client is a leader in commercial banking.
• The Bank provides a full range of financial services, including corporate and personal lending, retail and wholesale banking, foreign currency operations, international trade financing, cash management, custodial services,credit and charge card services and investment banking services, through its head office and its extensive branch network.

Business Requirement

• The bank had significant customer relationship management (CRM) gaps that hindered its ability to communicate with, retain, and cross-sell to its customers.
• Historically, had looked at its customers only at the individual account level.
• Going forward,the bank wants the ability to view a customer’s entire relationship across all banking products—facilitating a more planned and coordinated approach to managing customer relationships.

Solution

• Implemented Salesforce as one stop solution for CRM, Service and Sales.
• A distinctive approach to enabling an effortless customer experience as a means of achieving loyalty, revenue, and other goals using the salesforce app cloud.
• Advanced Case Management and Service Cloud Console to easily manage calls and service requests.
• Secured panoramic view of customer information relevant for customer service reps.
• Easily integrated with Social Media
• Additionally, Sales Cloud gave deep insights into customers’ needs, delivering solutions and packages that are tailor-made for people’s individual lifestyles.

Key Highlights

• Effortless customer experience.
• Reduce the time to resolve a case.
• Better client engagement.
• Increase productivity of agents.
• Ability to expand.