fbpx
Main Menu
Request Demo

Use Case | Global banking customer

Improving Customer Experience and Efficiency in Global Banking

How Improved Apps solutions addressed the complexity of the sales process and case management processes, reduced inbound customer calls and cases, and improved case logging accuracy.
Improved Customer Experience and Efficiency in Global Banking with Salesforce Experience Cloud

Improved Customer Experience and Efficiency in Global Banking with Salesforce Experience Cloud

A global banking organization faced challenges with their sales and case management processes. The complexity of the sales process and the 36 case types with limited information led to confusion and poor data quality, resulting in incorrect follow-up and re-work. The organization’s goal was to be more effective and customer-friendly while addressing these challenges and improving their current poor experience.

Challenge

The banking organisation needed a solution to simplify their sales process and case management processes to provide a better customer experience. They wanted to reduce the number of inbound customer calls and cases, improve case logging accuracy, and increase customer satisfaction. Additionally, they needed to increase data quality for analysis and reduce internal training time and cost.
improving digital adoption and sales enablement with improved help and improved noticeboard

Solution

The organisation partnered with Improved Apps to implement Salesforce Experience Cloud. The business-owned solution provided flexibility, and in-page field help and helped flows were added for case type selection. The Help ‘tree’ provided top-down help index and guidance through difficult processes. Lightning components were also implemented to track page visits and provide help on related lists.
Install the latest general availability release of Improved Help into your Salesforce org.

Results

After implementing Salesforce Experience Cloud, the banking organisation achieved significant results. There was a reduction in the number of inbound customer calls and cases, and the accuracy of case logging improved. Customer satisfaction increased, and the organization experienced increased data quality for analysis. Additionally, internal training time and cost were reduced.

Conclusion

Through its partnership with Improved Apps and implementation of Salesforce Experience Cloud, the global banking organisation improved its customer experience and efficiency. The solution addressed the complexity of the sales process and case management processes, reduced inbound customer calls and cases, and improved case logging accuracy. The organization increased customer satisfaction, data quality for analysis, and reduced internal training time and cost. Overall, the implementation of Salesforce Experience Cloud proved to be an effective solution for the organisation.

Make our solutions the backbone of your digital adoption capability

improved help for salesforce

Embedded Help and Training on the Salesforce Platform

Help businesses surface critical information at the point of need, on any device.

Learn More
improved noticeboard for salesforce critical alerts

Control Critical Communications Within Salesforce

Make sure critical communications are not missed, with full audit and tracking metrics. 

Learn More
improved apps salesforce user tracker app logo

Understand what Users are doing with Salesforce Tracking

Get real-time insights & analytics on how your users engage with Salesforce

Learn More
sales enablement and digital adoption with improved apps

Improved Apps Demo

Boost your organisation’s digital adoption today

Request Full Demo
salesforce

AppExchange

Top-rated digital adoption solution on the AppExchange
Check Us Out
prices and support

Pricing & Support

Three subscription plans & enterprise ready support

See Full Details

© COPYRIGHT: 2011-2023 IMPROVED APPS

All trademarks are the property of their respective owners.

Website design and development by Oxfinder

Scroll to Top
improved apps digital adoption solution
Main Menu
Request Demo
Salesforce Partner Since 2013 Badge