Financial services

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Low interest rates, continuous changes in legislation, start-ups that disrupt the market: there’s really never a dull moment in financial services. Although banks, insurance, and pensions all have their own challenges, they also have a lot in common: they need to function as a trusted advisor that delivers on promises to all stakeholders.

High expectations in the banking sectors

Digital transformations within the banking sector are rapidly changing the way customers experience banking. For example, an increasing number of start-ups are coming up with innovative ideas based on PSD2, the new European law for consumer and business payments, which requires payment to be made within milliseconds of placing an order. In addition, users expect seamless communication via any communication channel and on any device they choose. Financial advice should be tailored to each specific need, regardless of the type of customer. Proactively, but without unnecessary information and available within 3 clicks. 

Expectations and needs are changing significantly. Our goal is to turn all of this into modern, customer-oriented solutions. With Salesforce, we make the difference: whether it’s adding blockchain technology to your mortgage processes, or simply digitising your end-to-end trading process.

Digitisation in the insurance sector

In the insurance sector, an increasing number of manual processes are being digitised and legislative changes are shifting the focus towards customer intimacy. The growing importance of personal, relevant, and appropriate advice on high-impact products, such as pensions and life insurance, is leading to the digital transformation of customer interactions. 

Current innovations such as pay-per-use, the Internet of Things, blockchain, and AI are gamechangers when it comes to personalised products, services, and experiences across the entire portfolio of insurance products. Salesforce has years of experience with insurance companies and has therefore developed a customised solution for the insurance industry. Whether it’s about adding AI to your claim process or creating a personalised experience in your customers’ omni-channel interactions: everything is possible!

Theme 1: digitising customer experiences

Whether you’re dealing with private or business customers: they expect proactive support from you as a bank for their financial well-being. Your customer wants insight into his or her financial status, but it should be a tailored experience. This means creating digitised interactions in which you cleverly use previous data to meet expectations. The entire process when buying a house or business including all insurance should be a simple and hassle-free journey.

Theme 2: integrated processing of the end-to-end customer journey

When working with complex products, such as consultancy products in the financial sector, customer interactions are often complex. This requires effective guidance with focus on the workflow and control mechanisms. After all, an unauthorised transaction can have considerable consequences. With Salesforce CRM, you’ll integrate the various customer processes into a single application, configuring processes and controls simultaneously and reporting in real time.

Theme 3: use artificial intelligence to be more efficient

For service companies, it’s crucial to automate as much as possible. Case deflection, automated ‘request routing’, proactive use of knowledge bases, service bots that are all integrated in one system: with Salesforce, everything is possible. This saves time and effort for those involved in dealing with customer queries. With Salesforce, we use Einstein Analytics to achieve this goal.

Theme 4: get a 360º-customer view

When working with complex products, such as consultancy products in the financial sector, customer interactions are often complex. This requires effective guidance with focus on the workflow and control mechanisms. After all, an unauthorised transaction can have considerable consequences. With Salesforce CRM, you’ll integrate the various customer processes into a single application, configuring processes and controls simultaneously and reporting in real time.

Case ABN AMRO

Discover how ABN AMRO’s Mergers and Acquisitions, Trade and Commodity Finance, Global Markets, New10, and Clearing departments are all using Salesforce to digitise their customer experiences.

View the case

Want to know more about CRM solutions in financial services?

Contact us now to discuss your specific situation over a cup of coffee. We’re happy to help you!