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Customer Service Development Portal for a Bank (Case Study)

It is well-known good customer service is the key to the success of banking and financial services companies (or for that matter, organizations in any sector). In recent years, many customers are preferring to find information themselves, and they are expecting companies to facilitate seamless access to the information sought by them. According to Gartner, self-service has become the order of the day, as customers across the world prefer hassle-free experiences at scale.

One of the key elements of enabling efficacious customer service is the creation of a good portal that allows its visitors to find all the information they need. Today, we will see how Solunus helped a leading bank to develop a customer self-service portal and provide delightful experiences to its clients.

About the Client

The client is a well-known bank, headquartered in Manhattan, New York. They have a wide network of branches spread across North America and Europe, with assets of more than 450 billion USD.

Project Overview

The customer approached us to develop a portal to enable seamless self-service. They wanted the portal to be able to provide information in 12 languages, including English. The financial institution also wanted to enhance their operational efficiency and reduce non-value-adding costs.

Challenges Faced by the Client

  • The client did not have a customer self-service portal

  • They incurred high costs to acquire and retain customers

  • The bank was unable to update its asset registers

  • The customer faced issues in managing end-of-lease options effectively

  • They did not have a robust mechanism to track customer complaints

  • They were not able to deliver high-quality multi-lingual customer support

How Solunus Helped Resolve the Challenges

As part of our customized solution, we implemented Salesforce Sales Cloud, Salesforce Service Cloud and Salesforce Community Cloud. Our solution also included the following.

Creation of a Customer Self-Service Portal and Customization of Its User Interface

Our experts developed a highly intuitive, user-friendly customer self-service portal for the banking organization. We also customized its user-interface to meet the branding requirements of the customer. The portal helps the company provide effective customer support in English and 11 other European languages.

Integration of Salesforce with Multiple External Systems Like InfoLease

We developed a highly effective framework to integrate the Salesforce applications with external applications such as InfoLease. The framework allowed the bank to ensure seamless flow of data from disparate applications into Salesforce.

Development of a Mechanism to Monitor Usage of the Self-Service Portal

Our specialists came up with an effective mechanism to enable the client closely to monitor the usage of the self-service portal by customers, in real time. The mechanism goes a long way in helping the customer take appropriate steps to make improvements to the portal and deliver better customer experiences.

Setting Up a Robust Reporting System Including Custom-built Dashboards

We created a reporting system of very hig