Coforge Enables 360° Customer View and 25% Sales Uplift via Salesforce Consulting and Implementation
Overview.
A prominent financial services provider aimed to overcome operational inefficiencies caused by fragmented CRM systems and disconnected platforms. To modernize its infrastructure and enhance customer engagement, the firm partnered with Coforge to implement Salesforce Sales Cloud. By unifying CRM systems, integrating real-time data flows with MuleSoft, and automating onboarding and case management, the organization achieved a 360° customer view, improved sales conversions, and reduced operational costs.
Despite offering integrated financial services, the organization faced several operational inefficiencies that impacted visibility and service delivery:
Fragmented CRM Landscape: Multiple CRM systems created data silos, preventing a unified view of customer interactions and histories.
Disconnected Systems: Lack of integration across platforms led to inconsistent data flow and hindered real-time decision-making.
Unstructured Onboarding: The absence of a standardized advisor onboarding process resulted in delays and inconsistent experiences.
Solution.
The implemented solution addressed the client's challenges by leveraging advanced technologies and streamlining processes:
Unified CRM Platform: Consolidated multiple CRM systems into Salesforce Sales Cloud, enabling a centralized view of customer data and improving sales process efficiency.
Seamless System Integration: Utilized MuleSoft to integrate Salesforce with external applications like Kafka, ensuring real-time data flow and operational continuity.
Automated Onboarding & Case Management: Designed structured workflows for advisor onboarding and implemented case management to enhance service delivery and user experience.
The Impact.
360°
View of the customer in one CRM application
25%
Increase in Sales conversion ratio
20%
Reduction in operational costs due to managing multiple CRMs
