Blog / article

Financial Services Digital Engagement Framework

Creating a Seamless Digital Customer Experience with Salesforce

Written by

Pamela Hannett

Principal Strategist, Banking, Traction on Demand

The COVID-19 pandemic has created an unprecedented amount of unnatural change for Financial Services organizations such as banks, credit unions, insurance providers and mortgage firms. With a forced transition to a virtual workforce, swift adaptions are required.

With each new national directive, the need for Financial Institution’s (FI) employees to interface with their customers becomes increasingly important. For example, when nations began closing non-essential businesses, FI’s saw a massive rise in unemployment-based customer inquiries and issues.

Leveraging our industry strategists, Traction on Demand has quickly assessed the needs of our Financial Services customers and prospects to build solutions and respond to some of their most pressing requirements, including:

  • An immediate solution to assist customers scheduling meetings
  • The ability to rapidly assess customer needs before speaking to a service agent
  • Utilize automation to respond to a higher number of customer inquiries through various channels
  • Provide immediate customer engagement including the option to schedule a callback

Introducing our new Digital Engagement Framework

Traction on Demand has developed a Digital Engagement Framework that allows FI customers to implement an immediate customer engagement strategy. This framework harnesses the power of Salesforce’s Lightning Scheduler, Einstein Bots and Communities Cloud to automate incoming customer inquiries, increase employee efficiency and improve overall customer experience.

Here’s how it works

When a FI customer visits their website, they are met by the question “Have you been impacted by COVID-19?”. If yes, Traction on Demand’s Einstein Bot will serve questions to better understand the impact COVID-19 has had directly on the individual and their family.

This information allows employees to rapidly assess the financial health of their customer and respond expeditiously to their needs. At the conclusion of this assessment, the customer is provided with a link to schedule an in-branch, video or phone meeting with their banker via Lightning Scheduler.

This digital engagement framework provides immediate customer service with a high level of personalized engagement while deflecting help center calls, decreasing hold times and enabling employees to respond promptly to their customers during times of uncertainty.

Next steps

If you’d like to learn more about our Digital Engagement Framework download our PDF by filling in the form below or get in touch with one of our Financial Services experts.

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