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Case study

Regional US Bank Accelerates Digital Transformation With Salesforce Adoption and Expansion

Finance and Banking

Challenge

As the bank moved to adopt Salesforce as their CRM platform and build out its functionality, they looked for a partner with expertise in both banking and agile development to help them navigate the migration.  

Outcome

By improving their Salesforce capabilities, the bank has empowered their technology transformation at scale, saving on recurring costs and reducing time to market.

Salesforce is the CRM of choice for many banks, as it offers a wide range of customizations and is user-friendly for employees. However, for organizations with many business processes and teams, it can be challenging to navigate the development required to adapt the platform to specific use cases.     

After building a long-term partnership with Endava on multiple strategy and engineering initiatives, a regional bank sought our experts’ help in developing and customizing their Salesforce solution to fit the growing needs of their business. Broadening their Salesforce capabilities would help the bank improve processes, reduce time to market and enhance customer experience across the organization.

Scaling up with Salesforce

While Salesforce’s capabilities are extensive, customizations can be complicated to develop at scale. As the bank moved to adopt Salesforce as their CRM platform and build out its functionality, they looked for a partner with expertise in both banking and agile development to help them navigate the migration. 

The bank’s main challenges included: 

  • Building out Salesforce capabilities in-house 
  • Onboarding new businesses within Salesforce 
  • Reducing system errors and ensuring service continuity 
  • Launching account opening and online banking functionality 
  • Improving quality control and customer care

Our team and technology expertise have helped the bank open new doors with Salesforce, broadening their capabilities and driving real value for both the organization and its customers.

Rodrigo Garcia

Agile Project Manager, Endava

Creating an agile team

Starting in 2020, we worked closely with the bank to ramp up their Salesforce capabilities, starting with the initial platform adoption for the management of customer relationships, loan processing and much more. The core project team, made up of more than 25 Endava experts, seamlessly scaled up to accommodate the client’s needs. 

Salesforce initiatives for the bank have included optimizing processes across:

  • Customer care and relationship management
  • Loans and online banking
  • Cannabis-related businesses (CRB) 
  • Quality control
  • Copado and nCino

Paving the way for cost and time savings

Over the past three years, we have helped the bank transform their Salesforce operations across multiple projects and initiatives, from onboarding new businesses into the platform to launching a new workflow for customer care. By improving their Salesforce capabilities, the bank has empowered their technology transformation at scale, and will continue to do so as their partnership with Endava moves forward.  

Implementing online registration via Salesforce has helped the bank: 

  • Reduce time for online banking access from 1 business day to seconds   
  • Achieve recurring annual savings in staffing costs 
  • Save approximately 3,000 staffing hours per year

Implementing Copado capabilities has allowed the bank to: 

  • Reduce release cycles from 1 release per 3 weeks to 2 releases per week 
  • Support better collaboration and more reliable deployments

Overall, the ongoing Salesforce project has helped the bank: 

  • Enable platform onboarding of new businesses 
  • Allow for account opening and online banking functionality
  • Improve CX through a new customer service workflow 
  • Leverage nCino platform to improve loan workflows 
  • Empower digital transformation across the business  

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