Business Overview
A leading organization in the Banking and Financial Services industry, serving a vast customer base, was leveraging multiple Salesforce solutions, including Financial Services Cloud, Sales Cloud, Service Cloud, and Marketing Cloud. They were using OCR (Optical Character Recognition) to process a high volume of incoming documents and extract key insights and reference relevant data for updating various records.
Reason for Collaboration
The bank needed to process several customer transactions daily from loan applications to identity verification, but their manual system could not able to work seamlessly. With documents piling up on an SFTP server and no automated way to extract the data into Salesforce, they faced slow processing times and errors. They partnered with Cyntexa to build an automated document processing system that could scale with their growing customer base while maintaining accuracy.
Challenges
- Manual Document Processing Bottlenecks: The bank received hundreds of customer documents daily through their SFTP server, but had no automated way to get this information directly into Salesforce. Their employees had to manually download, read, and input data. It was a slow process that often created backlogs and potential for human mistakes, and delayed important customer processes like loan approvals and account updates.
- No Native Salesforce Document Integration: Salesforce couldn’t directly connect to their SFTP server, where all documents were stored. Without this connection, there was no way to pull documents into their system for processing. This missing link forced employees to waste time on routine file management instead of focusing on customers.
- Complex Document Processing Needs: Customer documents came in various formats (PDFs, scans, photos) and often contained handwritten notes (images) or different languages. The bank needed a system to accurately read all these document types, extract the right information, and properly organize it for their Salesforce records that their current tools couldn’t handle.
- Security and Compliance Risks: The bank lacked end-to-end encryption for sensitive customer data like SSNs and account details within document workflows. Without proper audit trails or SOC 2-compliant infrastructure, they could face regulatory exposure during financial audits and risk non-compliance with regional data protection laws (GDPR/CCPA). Their manual processes also made it impossible to track who accessed the documents and made changes.
Solutions
Our team of certified Salesforce experts implemented an automated document processing system on Heroku that seamlessly integrates with and enhances the client’s Financial Services Cloud and Marketing Cloud. Here’s how we solved each challenge:
- Automated Document Processing Pipeline: We built a secure, event-driven pipeline on Heroku Enterprise to automate document ingestion. To ensure compliance, we configured auto-scaling dynos to instantly fetch files from SFTP, while Heroku’s SOC 2, ISO-certified infrastructure. Data syncs directly to Salesforce via Heroku Connect, giving access to relationship managers in Financial Service Cloud immediate, secure access to processed customer information. This end-to-end automation eliminated manual handling and delays.
- Seamless Salesforce Connection: We replaced inefficient continuous polling with a modern, event-driven architecture. Now, as soon as a document lands on the SFTP server, it triggers a webhook that instantly activates a Heroku worker. This approach eliminates latency and ensures processing begins immediately. The cleansed data is then seamlessly synchronized into the correct Financial Services Cloud and Service Cloud records in real-time using Heroku Connect, automatically updating customer profiles and cases without any manual entry. This guarantees that employees always have access to accurate, up-to-the-second information.
- Python OCR Integration: We implemented a Python-based OCR engine on Heroku, which parses structured and unstructured documents across many formats (PDFs, scans, handwritten notes, and multilingual forms). Processed data is cleaned, validated, and synced into Salesforce with confidence scoring, ensuring only high-quality data powers customer-facing processes.
- Secure & Compliant Architecture: Our team implemented Heroku Shield for HIPAA-grade encryption of documents in transit and at rest, with Salesforce Platform Events generating immutable audit logs for every file processed. The system now automatically redacts sensitive fields (like ID numbers) before syncing to Financial Services Cloud via Heroku Connect, while maintaining granular access controls. Compliance teams now have real-time visibility into document handling through Service Cloud dashboards, with automated alerts for any unauthorized access attempts. This enterprise-grade security layer ensures both efficiency and regulatory adherence.
Benefits
- Reduced document processing time.
- Eliminated manual data entry errors.
- Enabled faster customer service and loan approvals.
- Their system can handle increasing document volumes without adding new team members.
- Created searchable, organized records from previously unstructured documents.
