Enhancing CRM Efficiency: Salesforce Implementation for a Leading Financial Institution

Learn how Korcomptenz deployed Salesforce CRM to enhance operational efficiency for a leading financial institution.
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Enhanced key process performance by 50%
Addressed gaps in critical areas of supply chain integration
Resolved key business process bottlenecks and drove process optimization.

Quick Solutions Overview

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Industry

Financial

HQ

New Orleans, Louisiana

Solution

CRM implementation

Technology Used

Salesforce, nCino, Power BI

About the Company

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A leading financial institution in New Orleans enhanced its operations by implementing Salesforce CRM in its retail division, streamlining processes, and improving customer interactions.

The Challenges

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Our client faced several challenges in its retail division, including inefficient lead management due to the absence of tailored workflows, delays in account onboarding, and inconsistent communication strategies. Role-based access controls were misaligned with the retail hierarchy, creating gaps in permissions. Additionally, manual processes hindered operational efficiency, causing delays and inconsistencies.
Fidelity Case Study

The Solutions

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Here is how Korcomptenz solved the client’s manifold challenges:

Role-Specific Access Permissions

Default roles like Chief Banking Officer and Relationship Manager were created with role-based permissions, streamlining task allocation and enhancing operational efficiency across the retail division.

Personalized Lead Management

We created a customized Lead Record Type, configuring key objects and adding fields like Branch and Loan Amount. A zip code-based system streamlined lead distribution for faster, more accurate management.

Automated Workflow Management

Automated lead assignments and follow-ups, ensuring no lead was missed. Notifications for dormant leads to improved responsiveness and engagement with clients.

Retail Engagement Guide

Created a Retail Engagement Guide to ensure Relationship Managers have consistent, clear, and professional conversations, enhancing every customer interaction.

Analytics and Reporting Dashboards

Custom dashboards were created to offer real-time insights and track key retail metrics. These advanced reporting tools enabled the team to monitor lead statuses, evaluate performance, and better gauge customer engagement.

2-2-2 Account Onboarding Framework

We established an efficient account onboarding process, divided into three stages, completed within 2 days, 2 weeks, and 2 months to ensure smooth and timely activation.

Automated Account Reviews

Automated account reviews enabled preemptive customer health management with regular quarterly and annual check-ins, boosting loyalty. With dynamic data, the client identified upsell and cross-sell opportunities, efficiently tracking and closing them to foster growth.

Personalized Salesforce Workflows and Triggers

Automated workflows streamlined lead-to-contact and opportunity-to-account processes, while triggers for personalized actions like birthdays boosted engagement and identified upsell/cross-sell opportunities.

Third-Party Tool Integration

Seamlessly integrated with tools like nCino and Power BI, enhancing data visibility and offering valuable insights into sales performance and operational efficiency, ensuring smooth platform interactions.

Optimized Retail Experience

Delivered tailored training to ensure seamless user adoption, resulting in a scalable, secure CRM system that aligned with the bank’s retail goals.

What the Client Said

“On our behalf I would like to thank you for everything you have done to get us live. I don’t say this lightly when I say that this has been the best go live implementation of my career.”

The Benefits

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Enhanced Access and Ownership

Streamlined access control by mapping roles to branches, boosting security, efficiency, and accountability across tasks.

Data Accuracy and Targeted Service

Customizing leads, opportunities, and contacts enhances data segmentation and personalized service with added loan and branch fields.

Ongoing Engagement and Revenue Growth

A structured guide ensured consistent engagement, enhancing satisfaction, while prompts helped drive upselling and cross-selling for growth.

Insights and Greater Visibility

Real-time dashboards offered actionable insights, while visual reports improved transparency and oversight.

Efficient Customer Onboarding

The streamlined onboarding process minimizes delays, ensuring prompt account activation and nurturing, boosting retention, satisfaction, and long-term relationships.

Automated Sales and Engagement

Automated workflows boosted efficiency, with triggers for personalized engagement, enhancing loyalty and driving sales.

Data Insights for Better Performance

Power BI integration improved planning and sales with real-time data insights, enhancing forecasting and operational adjustments.

For more details, please contact us today.

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