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Scale Service

Customer service agents in financial services struggle to deliver efficient service that customers love because of disconnected systems. Connect to legacy and third-party systems for a unified experience. Scale customer service in financial services with automation and AI, and move common interactions to low-cost self-service.

Leading financial services operations use data to personalize service with Financial Services Cloud.

 

Scale service with connected data for financial services operations.

Cut costs in customer service for financial services with self-service portals and chat bots. Give CSRs a view of the whole customer with context and history. Implement integrations easily to connect data and execute core banking processes in Financial Services Cloud.

Create efficiencies with self-service.

Reduce customer service costs by increasing call deflection and decreasing handle time. Move expensive calls and branch interactions to lower-cost chat experiences. Enable customers to quickly resolve simple requests without needing to go into an office or pick up the phone. Watch a demo.

A service portal with an Einstein Financial Services Bot that initiates a chat with a customer.

Deflect calls from the contact center by seamlessly embedding Financial Services Cloud automation capabilities into existing internet and mobile banking experiences with a self-service portal. Watch a demo.

A self-service portal shows a  loan application approval notification and accounts summary.

Customers are digital-first, but not digital-exclusive. Make your financial institution easier to do business with by providing personalized, omni-channel journeys. Delight your customers with seamless interactions between digital and physical channels. Watch a demo.

A portal shows a chat window with a conversation between customer and a customer service rep.
A service portal with an Einstein Financial Services Bot that initiates a chat with a customer.
A self-service portal shows a  loan application approval notification and accounts summary.
A portal shows a chat window with a conversation between customer and a customer service rep.

Deliver personalized service with a complete customer view.

Accelerate agent productivity with an intelligent, unified, automated workspace. Enable CSRs to view data from multiple platforms with prebuilt integration, and eliminate the need to toggle between systems with a single-page view of the customer.

A CSR console that shows a single view of a customer with actions, alerts, and recommendations.

Keep customers’ trust and protect their personal information by verifying the identity of a caller before sharing sensitive information. Set up flows that meet your business and legal requirements that bankers and advisors can use to verify customers or their authorized representatives.

Easily verify customers and callers with required information.

Search an interactive, omni-channel timeline of client information to see key activities relating to a customer in one place. View chronological, unified data regardless of who interacted with the customer. See the channel where the interaction occurred and who was part of the engagement.

A timeline shows service activities related to a customer including dispute transactions, feedback, account inquiries, and more.

Create consumer-grade UI components using FlexCards to display contextual information from multiple sources in an at-a-glance format. They are viewable on any device or channel and provide access to relevant tasks. They can be built quickly using drag-and-drop elements in a WYSIWYG editor.

A console shows cash flow information for a customer including income, spending, and monthly surplus.
A CSR console that shows a single view of a customer with actions, alerts, and recommendations.
Easily verify customers and callers with required information.
A timeline shows service activities related to a customer including dispute transactions, feedback, account inquiries, and more.
A console shows cash flow information for a customer including income, spending, and monthly surplus.

Empower CSRs to resolve issues quickly.

Use Record Alerts so agents can scan records for notifications to help them decide what needs attention now or soon. For example, if an agent sees a low balance alert on the financial account that funds withdrawals, the agent can proactively notify the client to transfer funds and avoid overdrafts.

An alert indicates a customer's mortgage account is on hold and a possible fraudulent transaction.

Allow service agents to resolve customer queries quickly and more efficiently by launching commonly used processes. Action Launcher streamlines the task by presenting only the relevant processes, based on the context of the call, enabling the agent to deliver a better overall customer experience.

Action Launcher shows easy access to commonly used actions including reset password, reorder checkbook, and update address.
An alert indicates a customer's mortgage account is on hold and a possible fraudulent transaction.
Action Launcher shows easy access to commonly used actions including reset password, reorder checkbook, and update address.

Integrate with core financial platform data.

Accelerate development with prebuilt standards-based (BIAN) banking APIs and templates. Implement integrations easily to connect data and execute core banking processes in Financial Services Cloud. BIAN methodologies enable interoperability and best practices between firms in the banking industry.

An Integration Setup screen shows available integrations including balance and transaction retrieval.

Deliver faster time to value with MuleSoft Direct prebuilt connectivity solutions. Execute industry-standard integrations for key use cases in Salesforce so developers can customize on the back end. Start smaller and faster to reduce development costs and cut development time from months to days.

An Integration Setup screen shows pre-built connectivity with MuleSoft.

Scale integrations for high volumes of data with a Data Consumption Framework built into Financial Services Cloud. Financial services firms can pull large data sets into Salesforce without running into limits or constraints.

Easily create an integration definition that pulls specified account details into Salesforce.
An Integration Setup screen shows available integrations including balance and transaction retrieval.
An Integration Setup screen shows pre-built connectivity with MuleSoft.
Easily create an integration definition that pulls specified account details into Salesforce.

Automate complex service processes.

Help agents provide enhanced customer service experiences with Service Process Studio, a complete framework to design seamless customer service processes quickly and efficiently. Reduce the need to switch between systems with real-time integration of core banking functions and transactional data.

Service Process Studio shows the ability to create a new service process from a template: address updates, pin resets, and fee reversals.

Resolve disputes quickly with fewer customer touchpoints and a connected experience across customer service and financial services operations teams. Simplify the transaction dispute process with a prebuilt, end-to-end solution that takes advantage of a dedicated data model and smart intake capabilities.

A transaction dispute dashboard shows pre-built steps that make it easy to resolve customer issues.

Streamline the complaint management process from intake to resolution to analysis. Automate cross-department workflows to resolve complaints quickly and compliantly. Leverage prebuilt analytics to identify trends and improve processes.

A complaint management dashboard shows pre-built steps that make it easy to manage and resolve complaints.

Design customer service processes quickly and efficiently using a library of templates such as address update, fee reversal, and manage beneficiaries. Automate common service requests and make them reusable across multiple channels, like your call center and a self-service portal.

A Services Processes Library enables you to quickly choose and create new service processes with an array of templates.
Service Process Studio shows the ability to create a new service process from a template: address updates, pin resets, and fee reversals.
A transaction dispute dashboard shows pre-built steps that make it easy to resolve customer issues.
A complaint management dashboard shows pre-built steps that make it easy to manage and resolve complaints.
A Services Processes Library enables you to quickly choose and create new service processes with an array of templates.

Personalize every customer interaction with AI-driven insights.

Provide real-time, intelligent analytics to drive valuable insights for customers, agents, and contact center management teams. Anticipate customer needs with insights to automatically generate leads and use data science and machine learning to discover conversion patterns to prioritize leads.

A leads and prospecting dashboard shows valuable analytics and Einstein Insights.

Use AI to display the right recommendations to the right people at the right time, and drive meaningful conversations with customers. Create and display offers and actions for your users that are tailored to your business.

An Einstein Next Best Action alert shows that a customer has a achieved a savings goal, and makes a marketing recommendation.
A leads and prospecting dashboard shows valuable analytics and Einstein Insights.
An Einstein Next Best Action alert shows that a customer has a achieved a savings goal, and makes a marketing recommendation.
An industry dashboard showing a customer profile and Einstein chat bot window.

Build the perfect customer service solution with our help.

Get in touch today and our experts will guide you through the process step by step:

  • Choose the right Financial Services Cloud edition as your foundation.
  • Add products/services needed, if not already included.
  • Customize the final result with apps, services, and support.

Learn new skills with free, guided learning on Trailhead.

Scale Service FAQ

Customer service in financial services is the support you provide your customers while they use your products or services. Financial services customer service software can offer a complete and connected platform with functionality built for financial institutions.

Financial services operations refers to the middle- and back-office processes and teams that support your customer service across your organization. Financial services operations software can improve efficiency with digital workflows to accelerate business performance.

Financial services operations and customer service teams enable financial institutions to deliver personalized service across the entire customer journey, while empowering service teams to deliver the right level of service for every customer interaction.

Evaluate your company’s needs and goals, thinking about the different service experiences your firm delivers today. Think about what you want to change in your operations to deliver delightful service across all channels. Then, choose the software that will fulfill those demands.

Financial services institutions can improve customer service through automation and self-service. By increasing efficiencies, service and operations teams have more time to focus on what matters most: delivering service that customers love.