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Salesforce enabled Business Operations Sales plus Service Automation

Home / Case Study / Salesforce enabled Business Operations Sales plus Service Automation

Context

Asset Size of USD 27B. This regional bank has 29 locally branded divisions, 280 offices

Leverage Salesforce.com features and functionality to build an effective collaboration platform for proactive case management
Process automation and activity management to standardize business processes
Create customer portal for easier and centralized origination process
Collaboration and co-ordination between various stake holders in an opportunity

Products used

Sales Cloud, Service Cloud, Community Cloud

Solutions & Methodology

Sales and Service management – Solution type

Ui path

Focused Agile teams – Global Delivery

3 squads each with 9 members including BA, Architect, Dev, QA

Challenges

Dependency on MS Outlook to raise cases/ service request and share attachments
Manual activity in segregating and assigning of the requests to the ‘Bank Specialists’ team.
Users required to manage the rules manually to assign requests to Bank service specialists
Manual effort required to track the efficiency of the service specialists.

Benefits

In-depth case visibility
Reduction in turnaround time
Standardization of processes
Ease in tracking resource efficiency
Intuitive and simple interface
Increase in customer acquisition
User friendly app for quicker approvals for smoother sales process by Small business and Commercial banking users.
One view of balance enquiry for multiple accounts.

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Salesforce enabled Business Operations Sales plus Service Automation

Context

Products used

Solutions & Methodology

Challenges

Benefits

Related Case Studies

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