From fragmented workflows built on legacy technology to over-customized designs that hit your system and workflow limits, today's systems are far too complex for the high-volume, high-turnover world of the contact center.
Remote working has increased the urgency for simple coordination and ease of information sharing across teams, while customers expect fast service and don’t have the time, nor the patience, to repeat information or wait on the phone.
Financial Flows is a PwC service that leverages our proprietary tools and works with you collaboratively to build a dynamic case management system. We start with our pre-existing design and configure it in your systems to help you digitize, automate and integrate Contact Center and Middle Office workflows on the Salesforce platform. We can more quickly help you configure Salesforce to:
Providing digitally-enabled self-servicing to clients that didn't really exist in the past.
Simplifying and automating the contact center intake process across all channels, and moving towards providing consultative service.
Time and cost efficiency
Automating and fully integrating hundreds of middle-office workflows for operations teams to significantly reduce the hours of work and the cost.
Not accepting the previous concepts of throwing paper and people at manual solutions and swiveling between multiple systems.
Customers often call in for a handful of topics such as ordering checks, checking balances, travel notifications or possible mortgage rates. The shopping cart model enables a bundling of requests, with predictive reasons for calling. Configured by super users, the page is fully customizable to the categories, sorting, personas, general layout and tips.
A process guidance screen helps the agent keep track of all customer requests, completion status, owners and overall service SLAs of the request. The agent can communicate with the customer across various channels including email or text, while also collaborating with the operations team. Status aware buttons help guide users to each next step.
50+ workflows are designed out of the box and any others you need are simple to create. Forms have a unique look and feel and as requests are received, integrate to a backend system in real time or route to an operations queue for further processing.
Made for financial services: Tailored specifically to banking and payments—focusing on interactions, not cases.
Developers not required post-implementation: Scalable, dynamic and completely driven by metadata, it’s designed to be used by business super users, rather than developers.
Training needs are minimized: Guided flows that prefill data and ask for exactly what’s required.
Digitally enabled: Includes a support website portal.
Links all teams: In retail and commercial banking, the Contact Center, Operations, Cards and Treasury Sales and Operations are all connected.
Quick start and rapid evolution: Save months of development and scale quickly.
Standard workflows: 50+ pre-designed workflows out of the box.
Principal, FS Advisory, Salesforce, PwC US
Principal, US Salesforce Practice Leader, PwC US