New Customer 360 Guide for Retail Banking to Transform Customer Onboarding
Learn how Trailblazers can build connected banking experiences for the work-from-anywhere world.
At TrailheaDX 2020, we introduced Customer 360 Guides, a new starting point for your company’s digital transformation.
Connected experiences are critical in our digital-first world, but uniting departments around a single source of truth is a challenging problem to solve. Our goal for Customer 360 Guides was to create industry-specific templates that show how to successfully build a Customer 360 with Salesforce.
Retail banks face massive changes in the form of complex regulations, evolving customer behaviors, new competition, and the global pandemic. A new Customer 360 Guide to help retail banks adapt was a no-brainer.
Today we launched the Customer 360 Guide for Retail Banking — an industry-specific roadmap to transform your business with Salesforce.
This new guide provides architectures, blueprints, and best practices to break down the biggest challenges facing retail banks as they reimagine banking for the digital-first world.
Banks branch out
When was the last time you walked into the branch of a bank to set up a new account? My teammate asked me that question yesterday, and I honestly could not recall.
Physical bank locations still serve an important purpose, but customer expectations of banks are no different from other businesses. From a customer’s perspective, you need easy-to-use and personalized digital tools for common tasks, such as cashing a check, making a deposit, or transferring funds.
Think about that first interaction with a new bank — what we refer to as customer onboarding. This is a bank’s first chance to make a positive, lasting impression. But if the process is not built correctly, complexities around compliance, documentation, disclosures, and privacy are passed on to you, creating a tedious customer experience.
The Customer 360 Guide for Retail Banking is the starting point for digital-first banking experiences. We show banks how to transform by combining the power of people and technology. With this guide, we’re helping Trailblazers adapt and succeed for today’s digital imperative.
Unite customer experience and lines of business for banking
After speaking with customers and Trailblazers, we focused our new guide on four challenges banks face in transforming this unique industry:
- Optimizing customer onboarding
- Removing the complexity around compliance
- Improving digital experiences for both customers and employees
- Transforming customer service engagements to deliver world-class experiences
With Salesforce Customer 360, you can create connected experiences for your customers, employees, partners, and other stakeholders in your ecosystem. This guide will help you digitize and connect lines of business and customer experiences that are specific to retail banking.
The Customer 360 Guide for Retail Banking includes:
- Trailblazer stories: Learn about other customers’ approaches and success stories during their digital transformations.
- Thought leadership: Get tips, trends, and insights on transforming customer experiences, including strategies for customer data management.
- Change management: Discover best practices to help you implement process changes and make the people and teams in your organization succeed.
- Industry blueprint: Get key product and industry-specific information that helps you build solutions and uncover opportunities for connecting with your customers.
- Architecture diagrams: Explore visual representations of solutions and concepts within a system or solution design.
- Business scenarios: Read descriptions of common industry-specific scenarios and the related technology and processes.
- Solution kits: Use implementation guides containing reference materials aligned to common use cases.
- MuleSoft accelerators: Discover prebuilt integration solutions that connect common back-end systems directly to Salesforce.
Get started with guides
Customer 360 Guides are absolutely free and available right now on Trailhead! You can also watch a demo of the new Customer 360 Guide for Retail Banking on Trailhead Live.
And don’t forget to check out our new badge, Customer 360 Guide for Retail Banking: Quick Look, to learn how integrating Salesforce products can improve customer experiences.
