Financial Services Company Sees 40% Increase in Employee Productivity After Salesforce FSC Implementation

At a Glance

The client is an American, multinational financial services company that provides in-person and online banking services, insurance, investment, mortgage, customer, commercial, and financial solutions.

  • Industry: Financial services
  • HQ: West Coast, United States
  • Type: B2B & B2C
  • Products: Financial Service Cloud, Lightning Platform, Informatica, MCL

The Challenge

When Omniskope began working with the client, they operated on a customized legacy system that inhibited their growth. The rigid application was unable to adapt to the organization’s growing needs, and the customized portions of the applications were hard to maintain and enhance. Due to this, the client failed to gain a 360-degree view of their customers. They were also unable to cater the software to meet both the businesses’ and customers’ needs, leading to low customer satisfaction and a drop in banker and customer service executive productivity.

The Solution

A phased implementation of Salesforce applications was proposed beginning with the implementation of Salesforce Financial Service Cloud (FSC) to replace the client’s legacy system. This provided the client with a customized UI (user interface), in-depth business logic, and a 360-degree view of customers.

Salesforce Lightning Platform was implemented, allowing the client’s developers to quickly and easily build additional customizations and perform any needed configurations. Paired with Informatic Cloud’s point-and-click tools, they could develop integrations between Salesforce and existing in-house applications. By utilizing Lightning Platform along with this, the client achieved a faster and more fluid user experience.

Salesforce Customer Relationship View (CRV) application was implemented to provide a better customer experience and raise employee productivity levels. Keeping all the clients’ services, including banking, mortgages, investing, and credit cards, in sync. The CRV application was integrated with the new in-house system, including Marketing Capture Lead (MCL) software for seamless data flow of standard of care, outbound offers, and prospects between team members. With the help of Informatica’s on-premise integration, the MCL software created an organized system of records. It leveraged the power of Salesforce, allowing the client to perform more complex business processes.

The CRV application was integrated with the organization’s on-premises database using Lightning Platform. Connect virtualization in Salesforce without placing sensitive data into the cloud platform while keeping their existing system as-is for record-keeping purposes. With the help of Salesforce’s CRV application, the client saved time on customer service and achieved a greater focus on high-value tasks while increasing end-user productivity.

The Results

  • A 40-to-60 percent increase in customer service executive and day-to-day operation productivity
  • A 360-degree customer view for branch and call center users
  • A single, cohesive platform to manage all banking operations simultaneously
  • Eradication of information silos
  • A cohesive database of customer time zones, allowing the client to make phone calls accordingly
  • CRV Lightning implemented in stores across all 50 U.S. states and in U.S. territories, including Puerto Rico, Guam, and the Marshall Islands

Our Role

Customers are the lifeblood of any business. Their wants and needs impact every aspect of how a company operates. That is why when the client noticed their outdated legacy system was dragging customer satisfaction scores down, they had to get help. The client reached out to Omniskope, and our skilled senior consultants implemented a personalized Salesforce solution. With new, adaptive systems catered to fit the client's unique business processes, they experienced a rise in customer service satisfaction and, in turn, a rise in employee productivity.

If you are ready to see how Omniskope can transform your business through Salesforce implementation and experience real results, schedule a consultation today!

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