Fortune 500 Financial Giant Transforms Operational Efficiency and Customer Experience with Salesforce Automation

About the client

Our client is a Fortune 500 financial services firm that delivers financial services in the U.S. and Canada through its extensive network of nearly 19,000 financial advisors serving 8 million. As a centenarian company, the client prioritizes personal connections over shareholder profits and focuses on individual investors rather than institutions. Backed by 50,000 dedicated associates and widespread branch coverage, the firm assists individuals in achieving their most significant financial aspirations.


Client challenges

Our client, renowned for their exceptional customer service, encountered challenges maintaining consistency among associates. These challenges affected customer satisfaction and necessitated internal process enhancements. Inconsistent feedback handling from surveys left some associates without essential guidance and support from managers on how to improve performance. Accurately capturing client information during calls was another hurdle, which led to errors and assistance delays.

Solution
  • Survey Score Notification: We developed an automation system in Salesforce to notify the associate’s manager whenever they received a low survey score. These notifications were scheduled to be sent every weekday at a fixed time. This ensured that the managers promptly provided their associates with the required guidance and support, which improved customer satisfaction.
  • Message Centre Comment Notification: We enhanced the New Comment Notification flow to notify case owners when comments were added directly to the Message Centre. These notifications were sent through Salesforce notifications, which makes it easier for associates to respond quickly.
  • Screen Pop Client Flow and Streamlined Verification: PreludeSys updated the Screen Pop Client Flow and enabled automatic formatting of the associate-entered account number during calls. This enhancement allowed the system to recognize and populate client details based on the identified account number. Additionally, the system would verify if the phone number matched the one on record when the client called from a different number, which aids in user verification.
Results at a glance
 

35% improvement in turnaround time

  

24% boost in operational efficiency or productivity

  

100% customer satisfaction
Benefits
  • The automated process implemented in Salesforce established a standardized feedback management system. The system contributed to heightened customer satisfaction levels and improved associates’ performance.
  • Furthermore, the changes to Screen Pop Client Flow improved data accuracy, boosted associate productivity, and reduced call durations, which resulted in a remarkable 24% improvement in operational productivity.
  • Additionally, the enhancement of the New Comment Notification significantly improved response times. This resulted in 35% quicker turnaround times and enhanced overall client response times, which instilled confidence in stakeholders about the system’s efficiency.
  • Streamlining the verification processes minimized the risk of fraudulent calls and fortified security measures for client information.
Technology

Service Cloud