Following are the challenges which they were facing:
- Juggling Disparate Applications: The client wanted to upgrade their customer relationship management (CRM) tracking system. They wanted to integrate multiple in-house systems into a single, cloud-based platform for a more holistic view of all sales and services activities. They envisioned their sales team better equipped with critical intel for improved service, delivery, lead capture, and ultimately, selling.
- Reducing the Costs: The client wanted us to help them in minimizing their initial investments and reducing the total cost of ownership.
- The Problem in Establishing the Connection: They could not establish proper connection with the customers, as they were not having insights about their customer’s preferences and priorities. Without maintaining strong communication, they were unable to retain customers in their business. They wanted to track and visualize key customer relationships and financial information and keep context with a single pane of glass for managing customer engagements.
We implemented the following solution to overcome the above challenges for our client.
- Unified Platform: Using Salesforce Financial Services Cloud, we designed and built a modern, shared platform to unite their sales, services, and management teams. We generated a 360-degree view of their customers. Also, migrated over 20 million customers, financial, and interaction data records into Salesforce. Users now had access to the critical information they needed—when and where they needed it. This enhanced transparency and traceability powering productivity, customer satisfaction, and revenue growth.