Case Study INDUSTRY: BFSI
Leading Bank in Asia Transforms their Customer Service using Salesforce Platform.
PROBLEM
MANUAL AND TIME CONSUMING CUSTOMER ONBOARDING
PROCESS USING MULTIPLE SYSTEMS.
Our client was facing a challenge in terms of manual process that caused errors and delays leading to low customer satisfaction. This resulted in “provide-best-customer-experience” value proposition using best available CRM in the world i.e. Salesforce.
SOLUTION
DIGITIZE COMPLETE ONBOARDING
USING SERVICE CLOUD
With this objective in mind our team worked on an implementation strategy that was focused on outcomes within the assigned timeline. We implemented customer KYC process using custom lightning components, buttons, templates & standard lightning capabilities. Created lightning pages to fetch customer information & reflect as a dashboard to get the customer’s 360 view including account & transaction information at a granular level. The entire solution was deployed in 12 weeks for over 200+ users.
OUTCOME: REDUCED TURNAROUND TIME WITH 360 DEG CUSTOMER VIEW.
- Simplified repetitive tasks & improved collaboration between departments.
- Record TAT and SLA Improvements achieved.
- Reduced technical debt.
- Close to 5% reduction in overall onboarding related complaint tickets.
OUTCOME: REDUCED TURNAROUND TIME WITH 360 DEG CUSTOMER VIEW.
- Simplified repetitive tasks & improved collaboration between departments.
- Record TAT and SLA Improvements achieved.
- Reduced technical debt.
- Close to 5% reduction in overall onboarding related complaint tickets.
