Financial Services are Transforming with Salesforce Solutions!
Integrating Marketing Cloud and Financial Services Cloud to achieve unified customer insights and personalized experiences.
About the Organization
A mid-sized financial institution based in Southeast Asia, offering retail banking, insurance, and wealth management services. The firm has a growing digital-savvy customer base and was seeking to enhance its marketing and sales efficiency while ensuring compliance with data privacy regulations.
Challenges
The organization faced challenges with fragmented customer data across multiple platforms and a legacy email system that lacked engagement tracking and KPIs. There was no centralized view of client interactions across sales, service, and marketing, while the website experience remained static and non-personalized, and manual lead management processes limited efficiency.
What We Have Done?
The organization implemented automated customer journeys from signup to onboarding, including lead nurture campaigns and onboarding survey journeys with personalized content. Dynamic email campaigns were tailored based on customer behavior and engagement, with integrated campaign data linked to sales and service systems. A 360° unified view of customer profiles enabled automated lead and referral management, comprehensive tracking of meetings, calls, and emails, intelligent opportunity and pipeline management, and compliance-ready client data management with audit trails.
Products Used
Salesforce Financial Service Cloud
Salesforce Marketing Cloud