Is the financial services industry betting on digital transformation to deliver personalized CX, convenience, and cost savings without compromising security and trust? 

Around 77 percent of financial services organizations have plans to expand their digital transformation budgets. Of those organizations that have invested in digital transformation, 36 percent of executives believe their investment has produced a “calculated return.” 

But with terms like AI, omnichannel, and blockchain dominating discussions, there are bound to be questions about trends in Salesforce optimization. 

Addressing these key questions provides valuable insights into how Salesforce can be leveraged to improve customer engagement, streamline workflows, and ensure compliance with regulatory standards. 

Here are some are the most common ones: 

 

Integration with AI and machine learning

How can financial advisors use Salesforce integrated with AI to provide personalized investment advice based on predictive analytics?

The power behind personalized investment advice depends on predictive analytics. Salesforce integration bolsters comprehensive client profiling by aggregating and analyzing vast amounts of data, including financial history, current investments, risk tolerance, and life events. This can also track future financial behaviors and preferences, which allows advisors to tailor investment recommendations precisely to each client’s needs. 

Also, AI’s real-time market analysis helps advisors stay updated on market trends and potential opportunities, while automated communication features send personalized alerts and updates to clients. 

Additionally, AI can schedule timely portfolio reviews, ensuring proactive management of client relationships. With interactive dashboards and personalized educational content, clients clearly understand their investment performance and strategies, enhancing engagement and satisfaction.

 

Omni-Channel customer engagement

What steps ensure a seamless digital banking experience where customers can start and finish transactions across different devices using Salesforce?

“Customers’ needs are changing. They expect more from service providers in the form of fast, frictionless, and personalized journeys,” said Shital Chheda, Jonathan Goldstein, Tim Natriello, and Robert Schiff at McKinsey and Company. “Their banking practices have also altered, with many of them now using digital and looking for it from their banks.”

Company research noted this move toward digital-based services bolstered a 72 percent increase in total shareholder returns from 2016 to 2022. 

“Customer experience is proving to be the strategic differentiator for banks, with experienced leaders outperforming laggards,” they said. 

Simplus can take several steps to ensure a seamless digital banking experience across different Salesforce devices. 

First, we can implement a responsive design for banking applications to ensure a consistent and intuitive user interface across desktops, tablets, and mobile devices. Then, Salesforce can be integrated with robust authentication and security protocols, such as single sign-on (SSO) and multi-factor authentication (MFA), to provide secure and unified access across all platforms. 

Salesforce’s data synchronization capabilities keep customer data and transaction history up-to-date in real time, allowing users to switch devices without losing progress. Then, incorporate AI-driven personalized experiences, such as predictive text and customized dashboards, to streamline interactions. 

Our Simplus team can help enable seamless connectivity with APIs to ensure smooth integration with other banking systems and third-party services. We can also provide comprehensive user training and support to help customers navigate the digital banking environment effortlessly.

 

Enhanced data security and privacy

What tools does Salesforce provide to help manage compliance with data privacy regulations like GDPR and CCPA?

Salesforce provides a suite of tools to help manage compliance with data privacy regulations like GDPR and CCPA. Among these is Salesforce Shield, which offers encryption, event monitoring, and field audit trail capabilities to ensure data is protected and monitored in real time. 

Salesforce also includes robust consent management features, which allow businesses to track and manage customer consent for data processing activities effectively. The platform’s data masking and anonymization tools help ensure that sensitive personal data is appropriately protected and used only for legitimate purposes. 

Additionally, Salesforce provides tools for automated data subject access requests (DSARs), enabling businesses to respond promptly to customer requests for access, deletion, or correction of their data. 

With comprehensive reporting and audit trail functionalities, Salesforce helps organizations maintain a clear record of all data processing activities, ensuring transparency and accountability in compliance with privacy regulations.

 

Advanced analytics and business intelligence

How can financial services benefit from real-time financial dashboards provided by Salesforce to display key metrics and enable data-driven decision-making?

Salesforce dashboards aggregate and visualize data from various sources, offering a comprehensive view of essential performance indicators such as portfolio performance, loan approval rates, customer acquisition costs, and revenue trends. 

With real-time visibility, financial institutions can quickly identify emerging trends, monitor the effectiveness of strategies, and respond promptly to market changes. 

Furthermore, customizable dashboards allow users to drill down into specific data points for deeper insights, facilitating more informed and strategic decisions. By leveraging these dashboards, financial services can improve operational efficiency, optimize resource allocation, and drive better business outcomes through timely and accurate information.

 

Increased use of mobile solutions

How can financial advisors benefit from accessing Salesforce on their mobile devices to manage customer relationships and information while on the go?

Mobile access to Salesforce empowers advisors with real-time insights and updates to stay informed about their clients’ portfolios, recent interactions, and market conditions no matter where they are. 

This immediacy and convenience of mobile CRM access allows advisors to update records, track tasks, and schedule meetings on the fly, so they never miss a critical opportunity to engage with clients. 

With mobile notifications and alerts, advisors can quickly respond to client inquiries and address urgent issues, demonstrating responsiveness and reliability. This helps financial advisors maintain high-quality service and productivity, even when they are away from their desks.

 

Blockchain integration

How can financial institutions integrate Salesforce with blockchain technology to ensure secure and transparent transactions?

By using Salesforce’s robust API capabilities, financial institutions can connect their CRM systems to blockchain networks to ensure that all transaction data is seamlessly synchronized and easily accessible within the Salesforce platform. 

Every transaction can be recorded with a unique cryptographic signature, making it easy to verify and track. Smart contracts can also be implemented within Salesforce workflows to automate and enforce contractual agreements, further enhancing security and efficiency. 

Integrating Salesforce with blockchain technology safeguards transaction integrity and improves operational transparency, compliance, and customer trust.

Leveraging Salesforce’s advanced capabilities allows financial services to stay ahead of technological trends by providing tailored solutions and robust security measures. 

We can help! Let’s discuss how these and other emerging optimization trends will strengthen your financial services operation and help it thrive in this ever-evolving industry landscape.