The Challenge

The client, a regional bank in the US has 29 locally branded divisions and multiple offices in different locations. Multiple systems across various sales and service channels prevented teams from getting a single view of the customer. Fragmented data in siloes impacted their ability to cross-sell/ upsell new products and respond quickly to customer service requests. In addition, the entire sales and services processes were heavily dependent on manual interventions. For instance, the team was dependent on emails to raise cases/service requests and share attachments. Requests were manually segregated and assigned to specialists, and the efficiency of service teams was also tracked manually. The client wanted a partner who could help them streamline the processes, bring in automation, and help them get a single pane of glass view of the customer. SLK was the best fit for the task.

The Solution

The SLK team onboarded and assessed the existing landscape to identify gaps and areas of improvement. We reimagined the client’s sales and service processes, bringing in standardization and process automation. Focused Agile teams worked on a global delivery model to build an effective collaboration platform. This enabled proactive case management, Digital Customer engagement platform for faster, secure and centralized origination process using Salesforce.com. The product mix includes Sales Cloud, Service Cloud, and Community Cloud.