Santander provides corporates and SMEs with faster access to financial services with Salesforce
Digital onboarding process cuts account opening times by 80%.
Santander provides corporates and SMEs with faster access to loans.
Supporting customers through difficult times.
Responding to unexpected peaks in demand.
There was also an increase in demand for capital repayment holidays: Santander normally responds to around 50 requests per week - this rose to an average of 500 during the pandemic. “With Salesforce, we can meet our customers’ needs faster and respond to market changes faster,” said Holman.
As with any digital process, Santander needs to ensure the integrity of customer and financial data. With Salesforce Shield, it can encrypt confidential company data and personal details during the onboarding and lending journey, which aids compliance with GDPR.
Empowering service teams to work more flexibility and respond more intelligently.
As well as adapting its lending processes, Santander needed to mobilise its people - especially its 130-strong service team - to work remotely. As Sales Cloud, nCino, and DocuSign are all cloud-based solutions, Santander’s teams can access them from any location, which makes it easier for the bank to operate remotely while still providing an optimal service to its customers.
“With Salesforce, our teams are empowered to work anytime, anywhere and from any device,” commented Holman. “Mobile access helped to spread the load on our virtual private network during peaks in demand.”
To enable some colleagues to work remotely during the Covid-19 pandemic, Santander also had to make its telephony features available via VOIP. “With Service Cloud, our service teams were already set up for success as it’s hosted in the cloud and offers great uptime,” added Holman.
Nurturing customer relationships with value-added services.
The service team handle around 26,000 customer interactions a month and work closely with the bank’s 600 relationship managers and directors. All of these interactions are categorised and logged in Service Cloud, which provides the bank with a wealth of management information. This means Santander can identify recurring issues, which will support its plans to introduce secure messaging to help to reduce call volumes.
“We want our service team to have the time to nurture customer relationships and provide value-added services,” explained Holman. “With Service Cloud, we can achieve greater operational elegance and ensure we respond to customer requests and complaints in agreed timescales.”
The service team uses Chatter to collaborate with their sales and relationship management colleagues on open customer cases. This has been particularly useful with an increase in remote working at the bank.
Communicating with customers at scale and with speed.
The relationship management team also have visibility of any communications sent to their customers, for example event invites or interest rate notifications. “With Pardot, we can communicate with our corporate and commercial banking customers more intelligently and at scale,” said Holman. “It’s been particularly useful when we’ve needed to get messages out quickly to different customer segments.”
Capturing richer data around customer relationships will be key as Santander continues on its digital transformation journey. “The data in Salesforce will help us anticipate our customer needs and bring greater automation and personalisation to our banking services,” explained Holman. “We want to empower our relationship management teams to provide the best possible customer experiences and the best possible outcomes.”