CRM and CLM Integration for Faster KYC and Onboarding
How one US bank digitalized its KYC & onboarding operations with Fenergo CLM for Salesforce.
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The Challenge
Priding itself as a relationship bank, the financial institution found that its customer experience was lengthy, inefficient and painful. The culprit was a sprawling mass of manual internal processes that didn’t connect and could not deliver visibility across the organization. KYC was replicated across multiple legacy systems, requiring manual input and a significant amount of ‘swivel chair’ activity to do even the most basic KYC tasks. Inefficiencies were costly, time consuming and were impacting customer relationships.
They needed a customer journey management solution that integrated all parts of the firm to improve operational efficiency, cut costs and ultimately enhance customer relationships.
The Solution
Using Fenergo KYC and Onboarding for Salesforce® as their one-stop shop for customer lifecycle management (CLM), relationship managers can now fully manage and monitor each onboarding case with complete regulatory surety without leaving their CRM.
Discover more on CLM vs CRM in our guide.