To enhance visibility across its U.S. retail businesses, Pacific Life deployed Financial Services Cloud across the organization. Employees now have access to a single view of customer data, thanks to this fully-integrated customer relationship management (CRM) solution. As a result, employees who interact with customers on the frontline are able to deliver more seamless engagement and higher value, differentiated experiences.
The platform also allows Pacific Life to intelligently prioritize and tailor digital interactions with individual customers, based on their needs, and more effectively measure business impact. In the future, the company plans to be able to connect with customers in the financial services sector via a greater range of channels, including email, chat, social, text, and phone.
“Financial professionals expect the same personalized touchpoints and convenience when working with institutions as they get from their favorite consumer app experiences,” said Goodman. “For Pacific Life, this means we need to offer a seamless, convenient experience across our entire organization.”
Pacific Life is also using Marketing Cloud to communicate with financial professionals, improve the effectiveness of campaign activity, and track conversions of leads to sales.