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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