Future-Ready BFSI : Intelligent Automation for Seamless Interactions.
Elevates your banks, financial institutions, and insurers with next-generation Salesforce, SmartCOMM and ServiceNow solutions designed for seamless customer interactions, regulatory compliance, and operational excellence. Our intelligent automation streamlines omnichannel communication, personalizes customer engagement, and enhances decision-making with real-time analytics. By leveraging AI-driven insights and scalable cloud technology, we help BFSI organizations optimize efficiency, reduce costs, and deliver exceptional customer experiences.
Salesforce for Banking, Financial Services, and Insurance
01.
Loan Origination and Approval Automation
Business Scenario
Traditional loan origination processes are often manual, time-consuming, and prone to human error. Paper-based documentation, disjointed systems, and siloed communication between departments lead to delays, inconsistent data, and limited visibility into application status. This negatively impacts customer satisfaction and operational efficiency.
By leveraging Salesforce, financial institutions can fully digitize and automate the loan origination and approval process. From initial application intake to document verification, credit assessment, and final approval, all steps are streamlined within a single unified platform. Automation ensures faster processing times, reduces errors, and enables real-time tracking of loan status. Integrated workflows and approval chains improve collaboration across teams, while analytics and dashboards provide actionable insights, enhancing both compliance and customer experience.
Salesforce
Modules Used
Sales Cloud – Tracks loan leads, opportunities, and customer engagement.
Financial Services Cloud – Tailors loan products and client profiles.
Flow – Automates multi-step approval processes and document collection.
MuleSoft – Integrates credit bureaus and risk engines.
Performance Improvements &
Business Benefits
Reduced loan processing time by 50%.
Faster disbursement leads to improved customer experience.
Decreased operational cost via automation.
Real-time loan status improves transparency and trust.
Smarter Claims, Happier Customers
Service Reinvented with Salesforce
02.
Proactive Customer Service and Claims Management
Business Scenario
Insurance and financial service companies often face challenges with slow, manual claim processing and reactive customer service. Policyholders experience frustration due to limited visibility into claim status, delayed communications, and long resolution times, leading to decreased satisfaction and trust.
Salesforce addresses these issues by streamlining claims management through automation and system integration. It connects seamlessly with external claims platforms, enabling real-time data synchronization and efficient workflow management. Service agents are empowered with a unified view of customer interactions, allowing them to proactively notify clients about claim updates, required documentation, or next steps. This reduces delays, enhances transparency, and improves overall customer experience, ultimately increasing loyalty and operational efficiency for insurers.
Salesforce
Modules Used
Service Cloud – Handles service requests, cases, and escalations.
Financial Services Cloud – Offers contextual information during claims processing.
Einstein Bots – Provides self-service claim status updates.
Experience Cloud – Customer portals for easy claim submissions and tracking.
Performance Improvements &
Business Benefits
30% improvement in First Call Resolution (FCR).
Claims cycle time reduced by 40%.
Increased customer satisfaction through proactive notifications.
Lowered service agent workload through self-service adoption.
Engage Personally, Sell Strategically :
Marketing that Converts with Salesforce
03.
Personalized Marketing
and Cross-Selling
Business Scenario
Many BFSI (Banking, Financial Services, and Insurance) institutions struggle with low engagement and poor ROI due to generic, one-size-fits-all marketing campaigns that don’t connect with individual customer needs. These campaigns often overlook critical customer insights, resulting in missed opportunities for cross-selling and upselling.
Salesforce offers a robust solution by leveraging customer data across touchpoints to deliver hyper-personalized marketing. By analysing behavior patterns, life events, and product usage, Salesforce enables financial institutions to create relevant, timely offers delivered through each client’s preferred communication channels. This approach enhances customer engagement, drives higher conversion rates, and improves campaign ROI—while also opening up new opportunities for cross-selling complementary products and services tailored to individual customer journeys.
Salesforce
Modules Used
Marketing Cloud – Creates and automates omnichannel marketing journeys.
Financial Services Cloud – Provides client profiles and insights.
Einstein AI – Predicts next best actions and personalized offers.
Datorama (now Marketing Cloud Intelligence) – Analyzes marketing performance across channels.
Performance Improvements &
Business Benefits
2x increase in campaign engagement.
30% uplift in cross-sell/upsell revenue.
Improved marketing ROI with targeted outreach.
Enhanced customer loyalty through relevant content.
One View, Deeper Connections :
Relationship Management with Salesforce
04.
Customer 360° View for Relationship Management
Business Scenario
In many financial institutions, customer data is fragmented across multiple siloed systems, making it challenging for relationship managers to access a complete and up-to-date view of client information. This fragmentation results in inefficient service delivery, missed opportunities for cross-selling or upselling, and a lackluster customer experience. Without a holistic understanding of a client’s financial history, preferences, and goals, personalized engagement becomes nearly impossible.
Salesforce addresses this challenge by offering a comprehensive Customer 360° view, seamlessly integrating data from various sources into a single, real-time dashboard. Relationship managers gain instant access to each client’s full profile—including transaction history, service interactions, financial objectives, and preferences—empowering them to offer tailored advice, build stronger relationships, and improve customer satisfaction and loyalty.
Salesforce
Modules Used
Sales Cloud – Manage leads, opportunities, and accounts.
Service Cloud – Track and resolve customer issues with case management.
Financial Services Cloud (FSC) – Purpose-built for the BFSI industry to offer holistic customer views.
MuleSoft – For API-led integration of legacy systems, CRMs, and core banking.
Performance Improvements &
Business Benefits
40% reduction in time spent searching customer data.
25% improvement in cross-sell and upsell conversion.
Increased client satisfaction and retention rates.
Empowered relationship managers with AI-driven insights.
Precision Meets Speed :
Seamless Document Creation with SmartCOMM
SmartCOMM for Banking, Financial Services, and Insurance
01.
Policy Document Generation (Insurance)
Business Scenario
Traditional policy document generation in the insurance industry often relied on manual or semi-automated processes, resulting in significant inefficiencies. These methods led to delays in document delivery, inconsistent formatting across policies, and increased risk of non-compliance with regulatory standards. Additionally, customizing policy documents for individual customers was labour-intensive and prone to errors, making it difficult to meet customer expectations for personalization and timely service.
SmartCOMM addresses these challenges by automating the end-to-end policy document generation process. It enables the creation of dynamic, personalized documents that adapt to customer-specific data in real time. With centralized templates and content control, insurers can ensure consistent branding and regulatory compliance across all communications. The result is faster document turnaround, improved customer experience, and reduced operational risks.
CCM
Modules Used
Template Management
Content Authoring & Approval
Document Composition Engine
Interactive Communications
Batch Communications
Performance Improvements &
Business Benefits
Reduced policy issuance time by up to 70%.
Improved compliance and audit readiness.
Enabled omni-channel delivery (PDF, email, online portal).
Enhanced customer satisfaction with faster, clearer communications.
Significant reduction in operational costs (less printing, fewer errors).
From Mandate to Message :
Simplify Compliance with SmartCOMM
02.
Regulatory and Compliance Communications (Banking & Insurance)
Business Scenario
In the banking and insurance sectors, staying compliant with frequent regulatory updates—such as KYC revisions, privacy policy changes, or interest rate disclosures—requires institutions to send millions of standardized communications quickly and accurately. Traditional manual processes or outdated legacy systems often struggle to keep up, leading to delays, errors, and compliance risks.
SmartCOMM addresses this challenge by offering a scalable, centralized platform for generating compliant communication templates. With SmartCOMM, organizations can efficiently create, manage, and distribute up-to-date regulatory communications across multiple regions and product lines. The platform ensures version control, auditability, and rapid deployment, significantly reducing the risk of non-compliance while improving operational efficiency and customer experience in a high-pressure, time-sensitive environment.
CCM
Modules Used
Data Integration Layer
Centralized Template Management
Approval Workflow Engine
Archive and Audit Trail
Performance Improvements &
Business Benefits
Reduced template maintenance effort by 60%.
Enabled compliance teams to update content without IT involvement.
Improved delivery tracking and auditability.
Faster time-to-market for regulatory communications.
Reduced risk of regulatory penalties due to outdated content.
Make Great First Impressions :
Personalized Onboarding with SmartCOMM
03.
Onboarding and Welcome Kits (Banking, Insurance, Wealth Management)
Business Scenario
In traditional onboarding processes, customers often received generic, one-size-fits-all materials that lacked personalization. These impersonal communications led to low engagement and missed opportunities to build early trust. Additionally, delays in delivering onboarding kits—due to manual processes or fragmented systems—negatively impacted customer satisfaction, especially in competitive sectors like banking, insurance, and wealth management.
SmartCOMM transforms this experience by enabling the creation and delivery of real-time, highly personalized onboarding kits. These kits can be tailored by product, customer preferences, language, and preferred communication channel (print, email, SMS, or portal). By streamlining and customizing the onboarding experience, organizations can foster stronger relationships, increase satisfaction from day one, and reduce operational inefficiencies.
CCM
Modules Used
Interactive Communication Design
Real-Time Data Integration
Content Personalization Engine
Multi-channel Delivery
Performance Improvements &
Business Benefits
Increased onboarding completion rates by 25–40%.
Reduced time-to-onboard by 50%.
Boosted customer lifetime value through early engagement.
Enhanced brand perception via consistent, polished materials.
Enabled self-service onboarding content updates.
Clear . Compliant . Fast
Loan Documentation Powered by SmartCOMM
04.
Loan and Mortgage Documentation (Banking)
Business Scenario
Banks faced significant challenges in generating loan and mortgage documentation across multiple regions and diverse product offerings. The process was highly manual, time-consuming, and prone to errors, especially when managing varying legal requirements and customer-specific data. This often led to compliance risks, inconsistencies, and delays in processing.
SmartCOMM provided a robust solution by enabling dynamic document generation tailored to each jurisdiction, product type, and individual customer profile. By automating content assembly and integrating real-time data, SmartCOMM ensures legal and regulatory compliance, reduces manual effort, and enhances operational efficiency. This streamlined approach not only minimizes risk but also improves the customer experience by delivering accurate, consistent, and timely documentation throughout the loan and mortgage lifecycle.
CCM
Modules Used
Document Composition
Conditional Content & Variants
Localization Engine
Integration with Loan Origination Systems (LOS)
Performance Improvements &
Business Benefits
Reduced document creation time from days to minutes.
Ensured 100% compliance with local regulations.
Reduced dependency on IT and legal teams for minor content changes.
Enabled seamless integration with LOS platforms like Encompass or Finastra.
Build Trust with Every Statement :
Streamlined Wealth Reporting via SmartCOMM
05.
Investment Statements and Reports (Wealth Management & Asset Management)
Business Scenario
In traditional onboarding processes, customers often received generic, one-size-fits-all materials that lacked personalization. These impersonal communications led to low engagement and missed opportunities to build early trust. Additionally, delays in delivering onboarding kits—due to manual processes or fragmented systems—negatively impacted customer satisfaction, especially in competitive sectors like banking, insurance, and wealth management.
SmartCOMM transforms this experience by enabling the creation and delivery of real-time, highly personalized onboarding kits. These kits can be tailored by product, customer preferences, language, and preferred communication channel (print, email, SMS, or portal). By streamlining and customizing the onboarding experience, organizations can foster stronger relationships, increase satisfaction from day one, and reduce operational inefficiencies.
CCM
Modules Used
Dynamic Content Insertion
Advanced Data Integration
Charting and Visualization Plugins
Multi-lingual Output Engine
Performance Improvements &
Business Benefits
Increased transparency and trust with interactive, on-demand statements.
Improved report readability and client satisfaction.
Reduced report generation time by over 60%.
Reduced support inquiries by providing clearer communications.
Control. Comply. Confirm
Smart Governance Powered by ServiceNow
ServiceNow for Banking, Financial Services, and Insurance
01.
Regulatory Compliance and Audit Management
Business Scenario
BFSI (Banking, Financial Services, and Insurance) organizations operate within increasingly complex regulatory environments such as SOX, GDPR, and PCI-DSS. Relying on manual processes for compliance tracking often led to missed regulatory deadlines, incomplete documentation, audit findings, and significant reputational and financial risks.
To address these challenges, ServiceNow’s Governance, Risk, and Compliance (GRC) solution was implemented to streamline and automate compliance processes. The platform enabled automated risk assessments, control testing, and audit workflows, while simplifying policy management. A centralized compliance dashboard offered real-time visibility to stakeholders, allowing faster decision-making and proactive issue resolution. Additionally, automated evidence collection reduced manual effort, improved accuracy, and ensured audit readiness. This transformation significantly enhanced regulatory compliance and minimized operational risk exposure.
ServiceNow
Modules Used
Policy and Compliance Management
Risk Management
Audit Management
Vendor Risk Management
Performance Improvements &
Business Benefits
50% faster audit readiness and response times
Centralized risk repository for better control monitoring.
Automated control testing, reducing manual effort by 60%.
Improved regulatory compliance and reduced risk of penalties.
Better alignment with internal and external audit standards.
Faster Resolutions, Stronger Relationships :
CSM Tailored for Banking
02.
Customer Service Management (CSM) for Banking Clients
Business Scenario
Banking institutions struggled with fragmented CRM and ticketing systems, causing delays in resolving customer issues and inconsistent service experiences. Customers were often required to repeat their concerns across different channels, leading to frustration and low satisfaction. These legacy systems lacked real-time visibility and proactive engagement capabilities.
Implementing ServiceNow Customer Service Management (CSM) transformed service operations by introducing a unified, omnichannel case management platform. Seamless integration with core banking and backend systems enabled automated status updates and faster resolutions. The platform also introduced AI-driven virtual agents and a self-service customer portal, allowing proactive case deflection and 24/7 support. As a result, banks improved customer satisfaction, reduced operational costs, and delivered more consistent, responsive service across all touchpoints.
ServiceNow
Modules Used
Customer Service Management
Virtual Agent & Live Chat
Knowledge Base
Case Management
Integration Hub (for linking to core systems)
Performance Improvements &
Business Benefits
Reduction in average handling time by 30–50%.
Increase in first contact resolution by 40%.
Enhanced customer experience through proactive notifications.
Decreased support cost through case deflection.
360-degree customer view led to more personalized service.
Secure Operations, Confident Compliance :
Manage Risk Incidents with ServiceNow
03.
Risk Incident and Fraud Management
Business Scenario
Previously, fraud and operational risk incidents were reported manually across disparate channels, often with delays and inconsistent documentation. This reactive approach limited visibility into emerging risks and delayed investigation and resolution, increasing exposure and compliance challenges. The lack of standardized processes also hindered data analysis and trend identification.
By implementing ServiceNow Integrated Risk Management (IRM), the organization enabled real-time incident capture with automated categorization and workflow-driven resolution. Fraud alerts were integrated directly with core banking systems, triggering auto-ticket generation and routing to appropriate teams for swift response. This transformation streamlined risk reporting, improved response times, and provided a centralized system of record for audits and compliance. As a result, the organization significantly reduced fraud impact while enhancing operational resilience and decision-making through actionable risk insights.
ServiceNow
Modules Used
Risk Management
Security Incident Response (SIR)
IRM Workflows
Custom Integrations (e.g., with SIEM and fraud detection systems)
Performance Improvements &
Business Benefits
Improved time-to-detect and time-to-mitigate by 45%.
Consolidated risk event tracking across departments.
Reduced financial losses through early fraud detection.
Enhanced regulatory compliance for fraud reporting.
From Visibility to Action :
Infrastructure Monitoring with ServiceNow ITOM
04.
IT Operations Management (ITOM) for Infrastructure Monitoring
Business Scenario
Financial institutions depend on highly available and resilient IT systems to maintain continuous service delivery and customer trust. However, legacy monitoring tools lacked the ability to provide service-aware alerts or effective root-cause analysis. This led to delayed issue detection, frequent service outages, and significant customer impact. Without a unified view of the infrastructure, IT teams struggled to correlate events and respond proactively.
ServiceNow IT Operations Management (ITOM) addressed these challenges by delivering real-time infrastructure monitoring, intelligent event correlation, and dynamic dependency mapping. With automated remediation workflows, the platform enabled quicker resolution of incidents and reduced manual intervention. As a result, the institution achieved improved system uptime, minimized business disruption, and enhanced operational efficiency across its critical IT infrastructure.
ServiceNow
Modules Used
Discovery
Event Management
Service Mapping
AIOps
Cloud Management
Performance Improvements &
Business Benefits
60% faster incident triage with automated root cause detection.
40% reduction in downtime incidents.
Better visibility of service dependencies across hybrid cloud and on-prem.
Optimized resource utilization and cost control.
Enabled predictive maintenance through AIOps.
Achieving Value Together
In Banking, Financial Services, and Insurance
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