Modern consumers in the financial services sector have increasingly high expectations, demanding convenience, personalization, and exceptional experiences. In response to these needs, financial institutions are focusing on improving customer experience (CX) and making substantial investments in digital transformation. Research findings suggest that elevating CX remains one of the foremost business objectives for financial services companies in the upcoming years, emphasizing the significance of CX enhancement. One of the initial steps that many organizations in this sector take is implementing Salesforce Financial Services Cloud (Salesforce FSC). By deploying this powerful solution, they aim to centralize their data within Salesforce and gain a comprehensive 360-degree view of their customers. In this blog, we will elaborate on the capabilities, distinguishing features, and industry-specific advantages of Salesforce Financial Services Cloud.
What is Salesforce Financial Services Cloud?
Salesforce Financial Services Cloud, developed by Salesforce, is a specialized Customer Relationship Management (CRM) platform designed specifically for financial services companies. While it is widely used in various areas of the financial industry, it is particularly beneficial for the banking, mortgage, wealth management, and insurance companies. Financial Services Cloud empowers financial organizations with the capabilities of Salesforce CRM, enabling them to effectively manage customer relationships and accelerate growth. It provides deep actionable insights into clients and delivers valuable information throughout every stage of the client lifecycle.
How is Salesforce Financial Services Cloud different from Salesforce Sales Cloud?
When comparing Salesforce Financial Services Cloud with Sales Cloud, it becomes clear that the former is the superior choice for financial services companies. This preference arises because Salesforce Financial Services Cloud is purpose-built for the financial sector, offering a comprehensive suite of features necessary for developing seamless customer experiences.
Here are some notable features that set Financial Services Cloud apart from Sales Cloud:
- Financial Account Roles: This feature allows the setup of roles such as Primary Owner, Joint Owner, and Beneficiary Accountant, which are associated with a client’s account. By defining these roles, organizations can accurately manage and maintain client account information.
- Financial Goals: Salesforce Financial Services Cloud includes functionality to track a client’s progress towards significant purchases, retirement savings, or other life goals. Financial services companies can monitor and guide clients as they work towards achieving their financial objectives.
- Household Data Model: Salesforce Financial Services Cloud provides a comprehensive view of clients’ households and the associated individuals. This allows for efficient management and a better understanding of the relationships and dynamics within a household.
- Action Plans: The platform’s Action Plans feature automates repetitive tasks and ensures that deadlines and essential actions are not overlooked. This streamlines processes, enhances productivity, and enables financial services professionals to provide timely and proactive service to their clients.
- Referrals: Salesforce Financial Services Cloud offers native support for tracking referrals through the complete lifecycle, including tracking acceptance and conversion. It also provides intelligent need-based lead and referral scoring so teams can differentiate between a lead and ideal clients, helping them target the most potential leads.
- Data Integration and Analytics: The platform integrates various data sources, enabling businesses to consolidate financial data and gain insights through robust analytics capabilities. This empowers organizations to make data-driven decisions, identify trends, and uncover growth opportunities.
These distinctive features make Salesforce Financial Services Cloud the preferred choice for financial services organizations over Sales Cloud, as it caters to their unique requirements. By leveraging these capabilities, businesses can effectively manage financial account roles, track clients’ progress toward financial goals, maintain comprehensive household data, and automate repetitive tasks.
Benefits of Salesforce Financial Services Cloud
Salesforce Financial Services Cloud empowers financial services companies to excel in meeting their clients’ evolving demands. Following are some of the key benefits of implementing Salesforce Financial Services Cloud:
Streamlined Operations
Salesforce Financial Services Cloud combines various financial processes, enabling businesses to streamline operations. By centralizing data and automating workflows, the platform minimizes manual errors, reduces duplication of efforts, and improves operational efficiency. Whether it is managing customer accounts, tracking transactions, or overseeing compliance requirements, Salesforce Financial Services Cloud simplifies and accelerates these critical processes.
360-Degree Customer Insights
Understanding customers is vital in the financial services industry. Salesforce Financial Services Cloud empowers businesses with a 360-degree view of their customers, consolidating data from multiple touchpoints such as banking, insurance, and investment portfolios. This comprehensive view lets organizations gain deep insights into their customers’ financial needs, preferences, and behaviors. With this knowledge, businesses can deliver personalized services, tailored recommendations, and targeted marketing campaigns to enhance customer satisfaction and drive loyalty.
Omnichannel Customer Experiences
Salesforce Financial Services Cloud places customer experience at the forefront. The platform enables businesses to provide seamless, omnichannel customer experiences across various touchpoints, whether it is through mobile apps, online portals, or personalized interactions with financial advisors. By leveraging customer data and automation capabilities, organizations can deliver timely and relevant information to clients, proactively address their needs, and foster long-term relationships.
Improved Teamwork and Communication
Salesforce Financial Services Cloud breaks down silos within organizations, facilitating seamless collaboration and communication among teams. The platform enhances cross-functional teamwork by providing a unified platform for sharing information, updates, and tasks, ensuring everyone involved in serving clients is aligned. This integrated approach leads to faster decision-making, efficient service delivery, and improved teamwork, ultimately driving better business outcomes.
Security and Ease of Compliance
The financial services industry operates in a highly regulated environment, making compliance a top priority. Salesforce Financial Services Cloud offers robust security features and compliance capabilities to safeguard sensitive financial data and ensure regulatory compliance. The platform incorporates encryption, secure access controls, and detailed audit trails, providing peace of mind to organizations and their customers.
Scalability
Salesforce Financial Services Cloud provides organizations with a scalable and flexible platform that can adapt to evolving business needs. The cloud-based infrastructure enables businesses to expand operations, onboard new clients, and introduce new products and services without worrying about infrastructure constraints. The platform also allows for customization and integration with other systems, ensuring a tailored solution that aligns with specific business requirements.
Advanced Analytics and Reporting
Data-driven decision-making is crucial for success in the financial services industry. Salesforce Financial Services Cloud offers powerful analytics and reporting capabilities, allowing organizations to extract valuable insights from their data. From tracking key performance indicators to identifying trends and predicting customer behaviors, these analytics tools empower businesses to make informed decisions, identify opportunities, and drive growth.
Salesforce Financial Services Cloud Use Case Across Industries
Salesforce Financial Services Cloud caters to the specific needs of various industry sectors within the financial services realm, including banking, insurance, wealth management, and fintech. It offers industry-specific functionalities that address each sector’s unique challenges and requirements.
Let us look at some of the use cases of Salesforce Financial Services across industries:
Banking and Financial Institutions
For banks and financial institutions, Salesforce Financial Services Cloud offers tools to manage customer relationships, track financial portfolios, streamline loan origination, and enable self-service capabilities. It enhances sales productivity, accelerates loan processing, and provides a 360-degree view of customer relationships.
Insurance
Salesforce Financial Services Cloud facilitates agent and broker management, policy administration, claims processing, and customer engagement in the insurance industry. It helps insurers improve sales efficiency, automate underwriting processes, enable personalized policy recommendations, and deliver seamless claims experiences.
Wealth Management
Wealth management firms benefit from Salesforce Financial Services Cloud by gaining a holistic view of clients’ financial accounts, managing investment portfolios, and tracking performance. The platform enables advisors to deliver personalized investment advice, automate rebalancing processes, and deepen client relationships.
FinTech and Startups
Financial technology companies and startups can leverage Salesforce Financial Services Cloud to accelerate growth. It provides a scalable and customizable platform to manage customer onboarding, payments, compliance, and analytics. The cloud infrastructure enables agile development, rapid scalability, and integration with third-party applications.
Conclusion
Salesforce Financial Services Cloud is an indispensable tool for businesses across industry domains, revolutionizing how financial operations are managed. Investing in Salesforce Financial Services Cloud can drive operational efficiency, improve customer satisfaction, and unlock new avenues of growth for businesses willing to embrace innovation. As a Salesforce Partner, Nous Infosystems has the experience and expertise to help enterprises combine their needs with the powerful features of Salesforce Financial Services Cloud. Learn how we can help you upgrade to Financial Services Cloud and drive better business outcomes.
