If there is any one industry that most needs to prove itself and regain customer trust this year, it’s financial services. Consumers are uncertain and weary of everything, from banking institutions to insurance and wealth management organizations. Financial services leaders must tread carefully—but not over cautiously. Innovative and agile moves to stay close to the pulse of the ideal consumer are more critical than ever to maintain standing in the market. With Salesforce Financial Services Cloud and accompanying technology to support data throughout the customer lifecycle, your organization can pivot quickly wherever necessary. 

The latest Salesforce release helps leaders in the financial services space prove their focus on the customer and process valuable data more effectively. Let’s review three key updated areas of the release for the industry:

Integrated onboarding

Two new updates make onboarding new enrollees and customers more integrated and intuitive in Financial Services Cloud with strategic automations. First, the Actionable Relationship Center helps users customize ARC graphs with more enhancements surrounding fields from multiple objects, OmniScrips and Flexcards, and more. Users can now also view the graphs vertically and add more customization to fields and action labels. 

Second, the Interaction Summaries feature comes with new features to help bankers keep their consumer interactions current and analyze all interactions with an account in a single page view along with note-taking capture capabilities. 

Applicable Clouds: Financial Services Cloud

Service process automation

Several new enhancements make customer service in Financial Services easier on your customers and agents with templates and updates built to scale.

• The Discovery Framework feature makes filling out assessment forms more intuitive for customers. The UX is improved for an easy build with prefilled forms and QR code functionality.
• The Service Process Studio now allows you to create a process for users to update customer addresses.
• Another update to the Service Process Studio is the fee reversal process, making it easy for agents to streamline reversed transactions for customers.

You can view demos of both the service process automation and the integrated onboarding here with videos straight from Salesforce. 

Applicable Clouds: Financial Services Cloud

Actionable segmentation (Beta)

An exciting new update available in Beta through Salesforce for Financial Services is the actionable segmentation feature. This feature allows users to segment out customer profiles for curating client outreach programs promptly. This helps sales leaders engage with more context, reach their targets with prioritization in the segmentation, and better plan outreach initiatives for similar clients. 

Applicable Clouds: Financial Services Cloud

If you’d like more support enhancing your Salesforce instance to drive greater operational efficiency and reach customers where they are, contact Simplus. Our proven experts can help and start talking today.