Salesforce enabled Business Operations Sales plus Service Automation


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

  • Leverage 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


  • 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.


  • 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.