Achieving Service Excellence with Salesforce for Retail Banking

Presented by

Michelle Weisenborn JP Owens Kelly Utley

About this talk

There’s a new baseline for the customer experience in banking. People expect more channels, more capabilities, and things to move at a faster pace. Banking customers want their financial institutions to provide more than just service; they want insights, guidance, and relevant recommendations. Improving customer service is key, as it has been for a while. If your firm doesn’t have the right platform to help meet new expectations, it’s time to implement a change. It’s time to introduce a platform that goes beyond traditional customer service. In this webinar, learn how UMB Bank migrated to a Salesforce solution that supports a wide range of service centre activities with real-time updates across customer profiles, financial accounts, and transactions. We’ll walk you through how this seamless integration led to an increase of survey responses by 24%, first call resolution by 11%, and an increase overall customer satisfaction by 8%, all in just the first two months of implementation.

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Salesforce is the global leader in customer relationship management (CRM), bringing companies closer to their customers in the digital age. Founded in 1999, Salesforce enables companies of every size and industry to take advantage of powerful technologies—cloud, mobile, social, internet of things, and artificial intelligence—to connect to their customers in a whole new way. The Salesforce Customer Success Platform includes industry-leading services spanning sales, service, marketing, commerce, communities, collaboration and industries, all on a single trusted cloud platform. Salesforce will power more than 2 trillion B2B and B2C transactions this year for more than 150,000 companies and millions of Trailblazers--the individuals and their organizations who are using Salesforce to drive innovation, grow their careers and transform their businesses. Salesforce is committed to a set of core values--trust, growth, innovation, and equality of every human being. The company is ranked #1 on Fortune’s World's Best Workplaces list, and Forbes has ranked the company one of the world's most innovative companies for eight years in a row. For information, please visit