Global top-20 Bank

Seamless customer onboarding

The implementation of Salesforce Financial Services Cloud allowed this ‘top-20 bank’ to clearly define and optimise the customer onboarding process for its buy-to-let mortgages division, ensuring accurate data capture whilst simplifying the experience for its customers, and eliminating considerable manual effort for its employees.

The Company

Ranked amongst the top-20 largest banking institutions globally, the client (Bank) is a multinational financial services organisation with a strong presence in all global financial centres.

Raising the bar

The Client wanted to make the next step in improving the experience of customers applying for buy-to-let mortgages, and to raise the service level and overall customer satisfaction.

To accomplish this, they wanted to replace the existing legacy system and go a step further by designing a new customer onboarding process leveraging Salesforce Financial Services Cloud. The intuitive features of Financial Services Cloud would enable them to optimise the onboarding process for their customers, whilst creating a more efficient and secure process for its staff.

To help them implement and tailor Financial Services Cloud to their specific needs, they reached out to WHISHWORKS.

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Salesforce Financial Services Cloud

To take on this opportunity, WHISHWORKS leveraged all its decade long experience with Financial Services and Salesforce, alongside its expert pool of resources specialising on the Financial Services Cloud.

WHISHWORKS implemented Salesforces’ Financial Services Cloud and developed a solution utilising the Client’s Sales Cloud instance that was already in place, together with the industry-specific tools and features provided by the Financial Services Cloud.

The solution focused on optimising the customer onboarding process for the Client’s buy-to-let mortgages. WHISHWORKS made sure the solution encompassed a well-defined and logically sequenced process flow that covered all critical details at each stage for both new and existing customers including loan application details, address details, employment details, the property and liability involved and customer financial conditions.

To bring the process flow to life, WHISHWORKS developed a set of applications on Salesforce that helped automate, streamline and optimise the current onboarding process. As part of the project WHISHWORKS performed data migration and integration with all relevant IT and non-IT systems, including 3rd party data conversions.

The solution also enabled different quality checks during the customer journey to ensure the authenticity and reliability of the customer is clearly established.

The Result

Our solutioning capabilities alongside the features and tools introduced by Salesforce’s Financial Services Cloud enabled the Client to achieve significant benefits:

• Creation of a seamless and transparent process for onboarding buy-to-let mortgage customers
• More robust framework and data management as a result of seamlessly integrating existing systems and applications
• Operational efficiencies leading to improved customer and employee experience
• Considerable reduction in human error as a result of automating existing processes
• Reduction of non-performing loans thanks to the application of intelligent quality checks and documentation

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