Streamlining Customer Service and Salesforce Operations for a Leading Indian Private Sector Bank

Optimizing Customer Service and Salesforce Operations for a Leading Indian Private Sector Bank

A leading Indian private sector bank serving over 40 million customers needed to modernize its customer service operations across seven Salesforce orgs. Fragmented case handling, limited SLA visibility, and rising service expectations called for a unified, scalable solution that could enhance responsiveness and streamline IT support.

Coforge deployed a 51-member expert team to enhance the bank’s Salesforce and ServiceNow environments. By automating workflows, integrating ServiceNow CSM, and improving SLA tracking, Coforge helped the bank reduce system downtime, accelerate case resolution, and boost customer satisfaction.

Read the full case study to see how Coforge enabled faster, smarter service delivery across a complex Salesforce landscape.