Wipro improves the sales productivity and collaboration for 17 business units of a large multinational bank by moving 1000+ users to Salesforce CRM
The client is a large US-based multinational banking and financial services holding company which generates between $3 and $4 billion per year in investment banking revenues. The client has over 9,000 retail branches and 20 business units catering to different financial products and over 70 million customers worldwide.
Financial institutions, historically, have not taken a comprehensive approach to customer management and service, often creating offerings that are tailored more to their strategy rather than the customer’s needs. Today, banks recognize that to be competitive they must react to individual customer requirements for flexible, customized services and products that can be accessed through multiple channels.
Banking enterprises are looking to adopt technologies such as Cloud CRM that enable a comprehensive view of the customer, helping them easily identify high-value customers and target them specifically. Established players realize that with these solutions they can ensure a consistent customer experience across all channels.
The client had different business units using different CRM tools and processes. They lacked a single, accurate view of the customer and users had to switch between multiple legacy applications for reporting and deal management. The client needed a single CRM platform that would enhance the collaboration between shared account teams, help them leverage, upsell and cross-sell opportunities and enable secure and selective customer data access.