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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.
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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.

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.

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