With Salesforce, we’ve formed a strategic partnership which will help support economic growth across the continent.”

—Peter Vickery, Head of Sales & Service, Personal & Business Banking Africa
 

In the business world, knowledge is power. And if that knowledge is lost, then customers and competitive advantage can quickly vanish too.

For Standard Bank, capturing and sharing knowledge is fundamental to its relationship-based approach to banking in Africa. As Peter Vickery, Head of Sales & Service for Personal and Business Banking (PBB) at Africa Standard Bank, confirms: “To continue to grow our business, we need to understand and connect with our customers.”

With Sales Cloud, the African banking giant can collate key customer information in a single place that is accessible to everyone involved in managing the relationship.

“Before we deployed Sales Cloud, information was in people’s heads or on local systems,” recalls Vickery. “The solution has brought all that knowledge into one place. If a member of staff leaves, their knowledge doesn’t leave with them, which is very valuable for our customers.”

Making information more accessible not only makes it easier for Standard Bank to connect with its millions of customers, but also to cross-sell products and services. “We can track every conversation we’ve had with customers, which prevents duplication of sales effort,” says Vickery.

Thanks to the Salesforce1 Mobile App, records of these conversations and other key information can be accessed and updated by relationship managers while they are in customer meetings.

“As well as seeing information in real-time, we can see the entire customer journey, which makes us more agile,” comments Vickery.

Faster problem resolution, faster lead conversion

For Standard Bank, capturing and sharing knowledge is fundamental to its relationship-based approach to banking in Africa. As Peter Vickery, Head of Sales & Service for Personal and Business Banking (PBB) at Africa Standard Bank, confirms: “To continue to grow our business, we need to understand and connect with our customers.”

With Sales Cloud, the African banking giant can collate key customer information in a single place that is accessible to everyone involved in managing the relationship.

“Before we deployed Sales Cloud, information was in people’s heads or on local systems,” recalls Vickery. “The solution has brought all that knowledge into one place. If a member of staff leaves, their knowledge doesn’t leave with them, which is very valuable for our customers.”

Making information more accessible not only makes it easier for Standard Bank to connect with its millions of customers, but also to cross-sell products and services. “We can track every conversation we’ve had with customers, which prevents duplication of sales effort,” says Vickery.

Thanks to the Salesforce1 Mobile App, records of these conversations and other key information can be accessed and updated by relationship managers while they are in customer meetings.

“As well as seeing information in real-time, we can see the entire customer journey, which makes us more agile,” comments Vickery.

 
 
Sales Cloud, Marketing Cloud, Force.com, Business Services
Chatter, Sales Cloud, Marketing Cloud, Force.com
Service Cloud, Enterprise, Retail, Salesforce Platform
Ask about Salesforce products, pricing, implementation, or anything else. Our highly trained reps are standing by, ready to help.