{"id":8374,"date":"2022-05-04T07:24:00","date_gmt":"2023-06-06T07:24:20","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=8374"},"modified":"2023-09-01T01:16:57","modified_gmt":"2023-09-01T01:16:57","slug":"financial-services-customer-success-stories-salesforce","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/in\/blog\/financial-services-customer-success-stories-salesforce\/","title":{"rendered":"5 Financial Services Trailblazers That Have Nailed Customer Delight"},"content":{"rendered":"\n

Two years into the pandemic, India\u2019s financial services landscape looks very different from what it did pre-COVID-19. Digitalisation continues to pick up speed with 91% of customers saying they use digital banking at least once a month<\/a>, and 50% using fintech or e-wallet services.<\/p>\n\n\n\n

Meanwhile, only 29% of customers<\/a> trust their banks to look after their long-term financial well-being, compared to 43% in 2018. The same applies to only 24% of insurance customers, compared to 32% earlier. That means financial institutions need to be doing more to keep customers happy.<\/p>\n\n\n\n

For instance, it isn\u2019t enough to simply offer multi-channel<\/i> financial services. What\u2019s important is providing a seamless omni-channel<\/i> experience across touchpoints – be it an ATM, a local banking branch, or on a mobile banking app.<\/p>\n\n\n\n

Similarly, it isn\u2019t enough to automate and digitise financial services if that means losing the human touch. Customers want an empathetic and personalised experience – whether they\u2019re applying for a digital loan or looking for investment advice. They also expect transparency when it comes to how their data is used.<\/p>\n\n\n\n

Self-service is another major trend. Customers want to manage transactions and solve basic issues on their own without having to click around endlessly, or make numerous calls to a service centre.<\/p>\n\n\n\n

For financial services companies, these trends call for a rethink of customer experiences. What can your business do to truly delight customers, and forge long-term relationships?<\/p>\n\n\n\n

Learn from the best through our new ebook Meet 5 Financial Services Trailblazers from India<\/i><\/a>. This collection of success stories explores how financial services leaders are differentiating their marketing, sales, and service experiences with Salesforce.<\/p>\n\n\n\n

Take, for instance, Rupeek<\/b> – a premier doorstep gold loans service provider that is dazzling customers with smooth omni-channel service, while also enriching employee experiences with powerful productivity tools. Using Salesforce for process optimisation has helped the company improve service productivity by 50%<\/b>. And with a unified customer view, agents have reduced the number of calls to customers by 20-30%<\/b>.<\/p>\n\n\n\n

Meanwhile, leading online payment gateway, Razorpay<\/b> has used Salesforce to streamline and automate sales activities, leading to a 38% increase in lead conversions and a 30% leap in sales efficiency<\/b>. Merchants are now contacted within minutes of submitting their interest on the company website. And teams have all the customer data they need at their fingertips to personalise interactions.<\/p>\n\n\n\n

Other stories in our ebook explore how:<\/p>\n\n\n\n