About The Client
Our client is a mid-size financial services company offering lending and wealth management services across multiple branches in India. They were facing fragmented customer data, inefficiencies in lead management, and minimal cross-channel visibility.
Challenge
Customer information was scattered across legacy systems and spreadsheets, leading to inconsistent data and difficulty in 360° customer views.
Sales teams lacked a unified platform, resulting in delayed lead follow-up, missed opportunities, and process bottlenecks.
Service teams could not efficiently track support cases or interactions across channels, impacting customer satisfaction.
Reporting and analytics were manual and error-prone, making it difficult for leadership to extract actionable insights.
Integration with core banking systems, credit scoring platforms, and third-party tools was minimal or non-existent.
Solution
Discovery & Strategy
We conducted stakeholder workshops, process mapping, and system audits to understand gaps and business goals. Based on that, we defined a roadmap to migrate to Salesforce, centralize customer data, and integrate critical systems.
Implementation & Customization
Setup Sales Cloud for lead capture, opportunity management, pipeline forecasting, and territory management.
Implemented Service Cloud with case management, omnichannel routing (email, phone, chat), and knowledge base.
Created custom objects and flows to support financial product applications, underwriting workflows, and approval chains.
Developed Lightning Web Components (LWC) for intuitive user interfaces and dashboards.
Integration & Data Migration
Built integration modules to sync customer and transaction data with the core banking system via APIs.
Integrated credit scoring and fraud-check systems to automate risk assessments.
Carried out data migration from legacy CRM, spreadsheets, and databases; performed cleansing, deduplication, and data validation.
Reporting & Analytics
Created dashboards and reports for sales leaders, branch managers, and senior executives to monitor performance metrics, KPIs, and pipeline health.
Deployed Einstein Analytics (CRM Analytics) for predictive forecasts, cross-sell suggestions, and opportunity scoring.
Training & Change Management
Conducted role-based training sessions (sales, service, operations, leadership).
Developed user guides, cheat sheets, and an adoption plan.
Organized feedback loops and user support channels to ease transition.
Support & Optimization
Post-launch, we offered managed services for enhancements, system monitoring, performance tuning, and iterative improvements.
Quarterly reviews to assess adoption, user satisfaction, and ROI.
Benefits to client
Outcomes / Results
| Metric | Before | After (12 months) |
|---|---|---|
| Lead response time | 24+ hours | < 2 hours |
| Sales conversion rate | 8% | 15% |
| Customer support resolution time | 48 hours | 12 hours |
| Revenue uplift | — | 25% growth |
| Data consistency & duplicates | 20% duplication | < 2% duplication |
| User satisfaction (survey) | 3.2 / 5 | 4.5 / 5 |
The client achieved a 3x improvement in lead response speed, boosting sales conversions.
Customer service efficiency improved dramatically, reducing resolution times from days to hours.
The unified system enabled better cross-sell and upsell opportunities, contributing to revenue growth.
Leadership gained visibility through dashboards and analytics, enabling data-driven decisions.
Adoption rates were high due to effective training and change management.
