In an era where digitalisation is integral to life and services, a leading financial institution in Central Europe has decided to redefine its customer service operations. Facing the challenges of the evolving banking industry, this institution, a key player in the Polish leasing industry, wanted to keep pace and set a new standard regarding customer engagement and operational efficiency. This case study shows how a Salesforce Service Cloud implementation delivered tangible results for the client, from streamlining customer interactions to gaining a 360-degree view of customer data. Reduced operating costs, shortened case resolution time and a noticeable increase in customer satisfaction are the unquestionable success of the project.
The client is a prominent financial institution headquartered in Central Europe, offering a comprehensive range of banking services to both retail and corporate customers. The bank is one of the most dynamically operating Polish leasing companies that belongs to one of the most prominent bank capital groups, setting new directions for developing Polish banking.
The client wanted to modernise its customer service operations to keep up with the digital transformation in the banking industry. They experienced challenges in providing the flexible and integrated service that today’s customers expect. The organisation aimed to improve customer service processes, reduce costs and response times and improve overall customer satisfaction.
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Better customer relationship management
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Streamlining and automating customer service work
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360 view of customer data
After analysing the needs and requirements and the expected business results, the decision was made to implement Salesforce Service Cloud as an appropriate robust cloud-based customer service solution. Craftware deployed a Service Cloud solution tailored to the banking sector’s needs.
The critical customer service processes are supported:
- Integration with the client portal, which optimised many processes, such as sharing invoices (a very common case: a bank customer calls and wants an invoice to be sent to him. Now the bank customer can enter the portal and view the invoice in the system without the involvement of the agent).
- Debt collection and fleet management processes.
- 360 customer view: (the Account, Client, Cases, Policies, Agreements, Leasing, Vehicles, Attachments and Invoices, Arrears)
The implementation included advanced case management tools, integration with the bank’s core systems, and training for customer service representatives to handle inquiries across multiple channels efficiently.
The new system’s agility and comprehensive analytics also allowed the client to make data-driven decisions to refine their customer service approach further.
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increase in customer satisfaction ratings
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improvement in customer service KPIs
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reduction in average case resolution time
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simplification of agents' work
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reduced costs of custom services and IT
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lower churn level
Contact us today for a personalised consultation and discover how our Salesforce Service Cloud solutions can streamline your operations, enhance customer satisfaction, and drive growth.
Confidentiality Note: This case study is intended to provide insight into the capabilities and benefits of Salesforce Service Cloud implementations in the banking industry. Specific details are generalised to maintain the confidentiality of the client’s identity.
