Client Overview
PAM is a well-established financial services organization, serving a diverse range of clients, from individual investors to corporate entities. With a focus on personalized financial services, they had built a strong reputation for trust and reliability in the industry. However, they were facing several challenges in their operations and customer engagement.
Challenges
Inefficient Customer Onboarding: PAM’s customer onboarding process was time-consuming and prone to errors. New customers often faced delays and frustrations during the application and verification process.
Data Migration: The institute had a vast database of existing customers, but its data management system was outdated and fragmented. Migrating this data seamlessly into a unified platform was a significant challenge.
Poor Customer Engagement & Service Quality: The institute struggled to provide multiple channels for customer engagement. They could not communicate with clients through modern methods, such as chatbots, website forms, and support emails.
Lack of Comprehensive Customer Insights: It was challenging to understand and anticipate client needs, resulting in missed opportunities for upselling and cross-selling.
Our Solution
To address these challenges, we decided to implement Salesforce Financial Services Cloud, a comprehensive solution designed to revolutionize customer engagement, data management, and operational efficiency. Our project included these key factors:
Customer Onboarding: Salesforce Financial Services Cloud streamlined the onboarding process, allowing customers to apply online/ offline, submit documents, and open accounts within hours, as opposed to days or weeks.
Migrating Customer Data: Before using Salesforce, PAM used to store data in different places, such as Excel, which led to an exhausting process. Salesforce facilitated a seamless data migration process, where the data is transferred from legacy systems to the Salesforce instance. The institute’s extensive customer data was securely consolidated into the new system without data loss or errors.
Customer Engagement Channels: Salesforce integrated various customer engagement channels, including chatbot support, website forms, support email management, and helpdesk ticketing. This enabled the institute to engage with clients through their preferred channels, often simultaneously improving client satisfaction.
Omnichannel Support: With omnichannel support, the organization can check which service agent is available or which agent is skillful. Then the task will be assigned to that agent to offer unified customer service to people across all touchpoints.
Financial Information and Relationship Graph: Salesforce Financial Services Cloud provided a centralized repository for customers’ financial information. This information will also include the personal goals of these customers as well. The relationship graph will display the relationship between customers and their nominees, or the relationship between two account holders, allowing the institute to track client investments, assets, and financial goals more effectively.
Customer 360-Degree View: The platform offered a comprehensive 360-degree view of each customer. This included their financial history, preferences, and interactions, enabling more personalized services. This is especially helpful during grievance redressal or when a customer ticket is raised. The service agent can see the entire details of the customer, including his transaction details.
Supervisor Tab: Supervisors gained access to a dedicated tab for monitoring team performance, ensuring better oversight and management. Through this tab, managers can see which agents have completed their quota or are busy with a case,
Reports and Dashboards: Reports and dashboards play a vital role in Salesforce Financial Services Cloud by providing financial institutions with valuable insights, data visualization, and performance monitoring:
Reports allow financial professionals to analyze their data, helping them make informed decisions and identify trends in client relationships, investments, and financial transactions. Through these reports, PAM can track key performance indicators (KPIs), allowing financial institutions to assess the efficiency of their operations and make data-driven improvements. These tools assist in maintaining regulatory compliance by providing a documented history of client interactions and financial transactions, simplifying the audit process. By creating reports on customer financial data and preferences, financial institutions can identify cross-selling and upselling opportunities, ultimately increasing revenue and client satisfaction.
