Transforming Customer Experience through Salesforce-Powered KYC and Case Automation
Quick Glimpse
We helped a prominent financial institution automate its KYC process and streamline case management by integrating Salesforce with key systems. The solution provided a 360° customer view, reducing manual efforts and accelerating response times, improving customer satisfaction and retention.
Business Impact
- 30% ↑ in response rates for customer issues
- 50% ↓ in manual KYC efforts, speeding up the onboarding process
- ↑Customer Experience through a comprehensive view of each customer
- ↓ Customer Attrition by capturing feedback and improving resolutions
Tech Stack
- Salesforce Sales Cloud
- Salesforce Service Cloud
Project Highlights
- KYC Automation with Salesforce Integration
- Email-to-Case functionality
- 360° Customer View
- Post-resolution feedback system
- mFino App Integration
Industry
Banking
Challenge
The client faced challenges with a manual KYC process, slow ticket resolution, and fragmented customer information. They needed a solution to automate KYC, provide a 360° view of customers, and streamline their case management system to improve response times and customer satisfaction.
How we helped
We implemented Salesforce to automate the KYC process by integrating with the mFino app for document collection and assignment. We streamlined case creation and resolution using Email-to-Case functionality while providing a 360-degree customer view for better service. Additionally, we introduced a feedback management system to improve customer insights and retention.
