A fintech company offering identity, risk, and payment solutions, as well as check- and bank-screening services, faced challenges with an inefficient manual onboarding process and a cumbersome email-based Case Management system, which Persistent solved by creating an intuitive Online Support Case Management platform and a unified customer support portal.
The Challenge
The client’s financial institution users needed a seamless way to access pre-built reports, complete with audit trails, authentication, and email notifications. The existing email-based Case Management system was cumbersome and delivered a poor experience. Customer onboarding was a drawn-out, manual process, and there was a lack of support for new platform capabilities.
Additionally, the developer experience was lacking, with insufficient self-service options for various customer-facing scenarios. The organization was also burdened by higher operational costs due to managing multiple editions of Salesforce instances, and their legacy customer interfaces were becoming outdated.
The Solution
Persistent crafted an intuitive Online Support Case Management platform. This new system featured a streamlined case creation screen, the ability to file cases on behalf of others, and options to attach documents and images, all designed to enhance the user experience for financial institution users. This platform ensured real-time updates and quick access to information, significantly improving workflow processes.
Next, Persistent introduced a unified customer support portal as part of a broader digital transformation initiative. This portal, built atop Salesforce Service Cloud, aimed to reduce customer onboarding time by integrating APIs that provided real-time insights.
Additionally, Persistent enhanced the developer portal with dynamic blogs and guides to support self-service capabilities, creating an environment where developers could thrive with minimal handholding.
They also consolidated multiple Salesforce instances, migrating data from Sales Cloud to Service Cloud to create a comprehensive 360° customer view. This move not only streamlined operations but also reduced costs.
To fortify security, Persistent integrated a third-party identity provider, Okta, ensuring robust protection across all portals.
The Outcome
- 20% reduction in duplicate and no-action-taken cases.
- 50% increase in operational efficiencies resulting in greater cost reduction.
- The integration of APIs on Salesforce increased process automation, eliminated the manual client onboarding process, and ensured the capturing of digital consent, significantly streamlining operations.
Products
- Salesforce Service Cloud
- Salesforce Community Cloud
- MuleSoft
