Financial Services Customer Experience Overhaul

Challenge

Premier Financial Group, a mid-sized financial services company, was experiencing high customer churn rates and declining satisfaction scores. Their customer service representatives were overwhelmed with cases, lacking the tools to efficiently resolve customer issues. The existing customer portal was outdated and difficult to navigate, leading to frustration and increased call volumes. Management had limited insight into service performance metrics and couldn't identify systemic issues.

Solution

We implemented Salesforce Service Cloud to streamline case management and provide representatives with a 360-degree view of each customer, including their financial products, interaction history, and preferences.

Custom automation was built to route cases to the appropriate specialists based on case type, priority, and customer tier, reducing resolution times and improving first-call resolution rates.

We developed a modern, intuitive self-service portal using Experience Cloud that allowed customers to manage their accounts, submit service requests, access knowledge articles, and communicate securely with their financial advisors.

Knowledge management capabilities were enhanced with a comprehensive knowledge base that helped both customers and service representatives quickly find answers to common questions.

Advanced analytics dashboards were created to track key service metrics, identify trends, and proactively address potential service issues before they impacted customers.

Results

• 40% reduction in case resolution time
• 28% decrease in call volume due to improved self-service capabilities
• 22% increase in customer satisfaction scores
• 15% reduction in customer churn
• 50% improvement in first-call resolution rate