Case Study: Retail Bank
From Paper to Power: A Retail Bank’s 360° CRM Transformation
See how Korcomptenz used Salesforce, nCino & Power BI to automate leads, slash delays, and elevate customer satisfaction.
About the Client
A leading financial institution in the US.
The Challenges
- Lost leads, lost revenue – Manual routing and generic workflows let hot prospects slip through the cracks.
- Onboarding drag – Paper‑heavy processes stretched account activation from days to weeks.
- Patchy conversations – Without a common playbook, customer messages felt inconsistent and impersonal.
- Access misfires – Permissions failed to mirror the branch hierarchy, exposing data and slowing decisions.
- Spreadsheet sprawl – Key metrics lived in isolated files, inviting errors and rework.
What We Delivered
- Smart, Role‑Based CRM: Pre‑defined profiles for every retail role keep data secure and tasks focused.
- End‑to‑End Automation: Leads, opportunities and reviews flow automatically with SLA‑driven nudges. Notifications for dormant leads improved client engagement (No Lead left behind).
- Automated Account Reviews: Scheduled quarterly and annual account reviews to proactively manage customer health, identify upsell/cross-sell opportunities, and foster growth.
- Plug‑and‑Play Integrations: nCino and other third‑party tools feed a single source of truth.
- Personalized Lead Management: Created a customized Lead Record Type with fields like Branch and Loan Amount. Implemented a zip code-based system for efficient lead distribution.
- Retail Engagement Guide: Developed a guide to ensure Relationship Managers conduct consistent and professional customer interactions.
- 2-2-2 Account Onboarding Framework: Established a structured onboarding process completed in 2 days, 2 weeks, and 2 months to ensure timely account activation.
- Personalized Salesforce Workflows and Triggers: Automated lead-to-contact and opportunity-to-account processes. Implemented triggers for personalized actions, such as birthday greetings, to boost engagement.
- Optimized Retail Experience: Provided tailored training to ensure seamless user adoption, resulting in a scalable and secure CRM system aligned with retail goals.
- 360° Visibility: Live dashboards in Salesforce and Power BI expose pipeline health, branch performance and customer trends.
The Impact
- Onboarding in hours, not weeks – New accounts activate swiftly, boosting early‑stage satisfaction.
- Every lead counted – Automated assignment and follow‑up guarantee zero opportunity leakage.
- Stronger revenue streams – Timely upsell and cross‑sell cues drive steady growth.
- Instant decision‑making – Executives steer the business with real‑time KPIs.
- Happier customers & staff – Consistent experiences elevate NPS and employee adoption across branches.