About the Company
Background of Business Problem
- The credit union faced significant challenges with multiple customer onboarding and servicing systems, which resulted in inefficient workflows and frequent manual errors.
- These fragmented systems led to duplicated efforts, inconsistent data handling, and prolonged processing times.
- As a result, the member experience was negatively impacted, with increased frustration and decreased satisfaction.
- Addressing this issue required a streamlined, integrated solution that would enhance operational efficiency, reduce manual errors, and improve overall member experience and conversion rates.
Our Approach & Solution
Cloud-First Strategy with Salesforce
Implemented a robust cloud-first approach using Salesforce for Onboarding, Leads & Referral Management, and Servicing, ensuring seamless, real-time integration with the credit union's core systems.
Enhanced Operational Efficiency
Streamlined complex workflows and minimized manual errors, leading to significant improvements in operational efficiency, member experience, and overall satisfaction, thus fostering a more competitive edge.
Seamless Integration
Infinite’s advanced MuleSoft connectors seamlessly integrated with Salesforce Financial Service Cloud & critical core systems.
Customer 360-degree
Designed Lightning components to present comprehensive customer information on a single interface, with a 360- degree customer view.
Swift Time to Market
Leveraged pre-built solutions in Salesforce FSC to expedite deployment, improved member conversion rates, and accelerated business growth.
Business Outcomes
- A seamless onboarding experience for customer and operations .
- 360-Degree Customer View providing real-time insights and personalized interactions.
- Unified Servicing system improved customer interactions, with reduction in call handling time, and decreased data inaccuracies.
40%
Reduction in call handling time using Customer 360 feature.
70%
Reduced time in seamless customer onboarding.
~Zero
Data inaccuracies using Real-time insights.
20%
Increase in leads generated by customer service agent.
40%
Improvement in operational efficiency due to visibility of holistic information within one screen.
40%
Increase in customer satisfaction due to less turn around time and access to detailed information