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PwC’s digitized servicing for Financial Services powered by Salesforce

From CRM to Mission Critical

Paper records, swivel chairs, and manual processes for customer care may have been fine before 2020, but not anymore. Remote working has increased the urgency for simple coordination and ease of information sharing across your teams. Financial service firms must modernize servicing to keep up with today's customers who want fast, personalized service and don’t have the time or patience to wait.

PwC and Salesforce present a new white paper that tells the story of how CRM is moving into mission critical capabilities like contact center, middle office operations, digital self-service, treasury functions and more — all to achieve a unified 360-degree view of the customer and exceed their high expectations.

The case for digitized servicing designed for financial services

In this time of extreme economic uncertainty, customers are looking to their financial services firms for reliable, convenient, personalized service that can only be made possible with servicing specifically built for financial services.

This kind of transformation requires breaking down traditional organizational and data barriers, and is made fast and easy with the support of PwC’s Financial Flows, a technology enabled service built on top of Salesforce Financial Services Cloud. It focuses on streamlining the request intake, and digitizes, automates, and integrates middle-office workflows for financial services—all within Salesforce.com and designed to increase the ease of user adoption and speed-to-market.

The transformation with digital servicing

The contact center is where customer loyalty can be lost or won.

The amount of effort required for a customer to interact with the organization, reach a resolution and receive personalized suggestions directly correlates to customer loyalty, especially during times of crisis. That’s why the synergy between sales and service is so important. And yet, for financial services customers:

75%

believe it takes too long to get a service response.

38%

believe personalization is the number one improvement opportunity.

PwC has created a purpose-built servicing accelerator designed to support financial service firms deploy and leverage their Salesforce investment effectively to address three imperatives:

  • Digitize front-end data collection, integrated to core systems.
  • Shift to hybrid service models and end-to-end digital workflows that proactively solve complaints and fulfill service requests with automations and integrations.
  • Manage end-user behavior change and adoption with change management.

Digitization is profoundly changing financial services operations. PwC’s award-winning, Salesforce-powered accelerators, can help enable transformation across your business and empower your workforce to deliver the seamless "anywhere, anytime" access your customers expect.

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Contact us

Tanner Shamrock

Tanner Shamrock

Principal, FS Advisory, Salesforce, PwC US

Ian Kahn

Ian Kahn

Principal, US Salesforce Practice Leader, PwC US

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