Transforming Customer Onboarding for a Global Leader in Banking

Client is one of the largest global banks and a leader in banking and financial services. As part of their push towards increased customer-centricity, the bank wanted to improve processing across customer touchpoints. Enhancing customer onboarding was one of the key projects that Virtusa partnered in, bringing in its years of experience in handling Salesforce implementations and vast expertise in digital transformation.

  • Challenges

    Client wanted to deliver seamless customer onboarding process that also met the manifold demands from business users:

    1. Enhance navigation for bankers to on-board a client
    2. Reduce prospect to client conversion time
    3. Enhance customer experience by avoiding duplicity in customer connect
    4. Provide a holistic view of customer and his financials
    5. Enable anywhere, anytime accessibility of client data.
  • Solution

    Virtusa’s experience in large-scale Salesforce implementations helped deliver an innovative, future-focused solution. Key features included:

    • Single sign-on authentication
    • SFDC – NRL/ batch integration with on-boarding client application
    • Enabling configuration for de-duplication entity
    • Enabling outlook and blackberry integration for anywhere & anytime access
  • Benefits

    Client was able to enhance customer on-boarding at optimized costs due to the Salesforce solution. Key benefits included:

    • Consistent user experience for on boarding clients in private banking
    • Enhanced customer experience by eliminating duplicate efforts in reaching out to same customer
    • Faster prospect to client conversion times
    • Accessing client data anytime & anywhere


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