Transforming Customer Engagement and Sales Vision: A Strategic Salesforce Roadmap for a Leading Financial Institution

For Salesforce users, inconsistent feature adoption and ineffective data integrations from various sources can lead to significant usability and efficiency challenges. Our client, a leading financial services institution that offers commercial and retail banking services, struggled with customer engagement initiatives because of user adoption challenges with its existing Salesforce platform. With a lack of support for customer-centric processes and an overly complex user interface, the platform failed to deliver on customer relationship management.

Our client had accumulated significant technical debt because of ad-hoc platform enhancements, unreliable data, duplicate records and integration issues. With disjointed systems, inconsistent UI/UX and a lack of standardized sales processes, users were forced to switch between multiple applications resulting in inefficiencies across the organization. To address these challenges, it tapped Material to assess the effectiveness of its platform and develop a strategic Salesforce adoption roadmap.

Through this strategic engagement, Material helped our client identify, assess and overcome the technical and operational barriers that had previously hindered Salesforce adoption and sales effectiveness.

Our detailed roadmap and process recommendations enabled the client to make informed decisions, allowing them to transition toward a more unified, customer-focused CRM approach. By focusing on human-centric design and technical evaluation, Material secured  buy-in from the client to enhance its customer engagement capabilities and foster a more effective sales culture.