FinServe
Customer Experience Transformation
How we helped a leading financial services firm improve customer satisfaction by 40% and reduce case resolution time by 50% with Salesforce Service Cloud.
Customer Satisfaction
40% Improvement
Case Resolution
50% Faster
Project Overview
FinServe, a mid-sized financial services firm specializing in wealth management and retirement planning, was experiencing significant challenges with their customer service operations. Their legacy ticketing system was unable to keep pace with growing customer demands, resulting in slow response times, inconsistent service quality, and declining customer satisfaction scores.
They approached Intellectual Clouds to implement a comprehensive Salesforce Service Cloud solution that would transform their customer service operations, enable omnichannel support, and provide a 360-degree view of customer interactions. The goal was to improve customer satisfaction, reduce case resolution time, and increase operational efficiency.
Client
FinServe Financial
Industry
Financial Services
Timeline
4 Months
Services
Salesforce Service Cloud, Einstein, Communities
The Challenges
Fragmented Customer Data
Customer information was scattered across multiple systems, making it difficult for agents to access complete customer histories and provide personalized service.
Slow Case Resolution
The average case resolution time was 3.5 days, leading to customer frustration and increased follow-up calls that further strained the support team.
Limited Self-Service Options
Customers had few self-service options, forcing them to call or email for even simple inquiries, which increased support costs and wait times.
Inconsistent Service Quality
Without standardized processes and knowledge management, service quality varied significantly between agents and channels, leading to inconsistent customer experiences.
Before Implementation
3.5 days
average case resolution time
Our Solution
We implemented a comprehensive Salesforce Service Cloud solution that transformed FinServe's customer service operations. Our approach focused on creating a unified platform that would provide a 360-degree view of customers, streamline case management, and enable self-service options.
Service Cloud Implementation
We deployed Salesforce Service Cloud with customized case management, knowledge base, and service console features tailored to financial services workflows. This provided agents with a complete view of customer information and streamlined case handling.
Customer Community Portal
We built a self-service customer portal using Salesforce Communities, enabling clients to access account information, submit and track cases, and find answers to common questions through a searchable knowledge base.
Einstein AI Integration
We implemented Einstein AI to provide intelligent case routing, recommend solutions to agents, and power chatbots for immediate customer assistance. This reduced resolution times and improved first-contact resolution rates.
Omnichannel Support
We configured Salesforce to provide seamless omnichannel support across phone, email, chat, and social media, ensuring consistent service quality regardless of the customer's preferred communication channel.
Implementation Approach
Phase 1: Discovery
- Service process analysis
- Customer journey mapping
- Requirements gathering
- Solution architecture design
Phase 2: Implementation
- Service Cloud configuration
- Knowledge base development
- Community portal setup
- Einstein AI integration
Phase 3: Adoption
- Agent training program
- Customer onboarding
- Phased rollout strategy
- Continuous optimization
The Results
The Salesforce Service Cloud implementation delivered significant improvements across FinServe's customer service operations, transforming the customer experience and driving operational efficiencies.
Increase in customer satisfaction
Reduction in case resolution time
Decrease in service costs
Increase in self-service usage
Additional Benefits
Improved First Contact Resolution
First contact resolution rate increased from 45% to 78%, reducing the need for follow-up interactions and improving customer satisfaction.
Enhanced Agent Productivity
Service agents reported a 45% increase in productivity due to streamlined workflows, automated routine tasks, and AI-powered recommendations.
Consistent Omnichannel Experience
Customers now receive consistent service quality across all channels, with seamless transitions between digital and human touchpoints.
Data-Driven Service Improvements
Advanced analytics and reporting enabled FinServe to identify service trends, proactively address common issues, and continuously improve customer experiences.
The Salesforce Service Cloud implementation by Intellectual Clouds has completely transformed our customer service operations. Our agents now have a 360-degree view of each customer, enabling them to provide personalized service that has significantly improved satisfaction scores. The self-service portal has reduced call volume while giving our clients more control over their experience. This has been a game-changer for our business.
Michael Chen
Customer Success Director, FinServe Financial
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