Fiserv + Salesforce: Tailored banking experiences for a winning edge

Jenna Trott  |  May 19, 2023  |  5 Minute Read


What makes a bank successful? To say that it’s any one thing in particular would be inaccurate. Rather, success in the banking industry dances to the beat of several drums working together to create a beautiful symphony. A successful bank builds a solid foundation of trust brick by brick to help withstand the ever-changing winds of the financial landscape, but it also must be agile and prepared to adapt. A successful bank is one that understands the power of collaboration and forges strategic partnerships while also consistently in pursuit of innovation. A successful bank is one that helps empower its members to feel financially secure. And at the heart of it all? Success is rooted in the growth of customer satisfaction. However, research has found that banks are losing their traditional advantage of being “one-stop shops” as they fail to keep pace with the rapid technological advancements seen in other industries, leaving their products and services lacking in necessary adaptation. As the demand for seamless consumer experiences grows, people are becoming increasingly frustrated with the fragmented nature of financial processes imposed by traditional banks. For instance, purchasing a home requires navigating a complex web of disconnected entities such as real estate brokers, mortgage lenders, insurance providers, legal professionals, and contractors. Whereas previous generations may have tolerated such challenges, advancements in technology have opened up a multitude of alternative options that younger generations have come to expect. In this new era of seemingly limitless choices, banks must proactively identify and connect with customers, following the lead of their more agile competitors.

“A successful bank builds a solid foundation of trust brick by brick to help withstand the ever-changing winds of the financial landscape, but it also must be agile and prepared to adapt.”

Better Banking or Bust

So, if the key to better banking is fostering better relationships and creating more seamless experiences for members – what’s holding them back? Put simply, banks are juggling a lot on a day-to-day basis. The scope of managing end-to-end processes is extensive, covering everything from customer acquisition and onboarding, to account management, payments, risk management, lending, and beyond. Small to midsize banks, in particular, find themselves struggling to create exceptional member experiences as the following pain points loom large on their radar:

No Single Source of Truth
Imagine this: A valued member contacts your bank with a question, but due to data being scattered across multiple, disconnected systems, employees must abandon their current tasks to search for the answer. The result is a deeply fractured member experience, often requiring them to speak with multiple representatives and wait for extended periods of time. Worse yet, the fragmented data infrastructure increases risk for the member, as it may result in duplicate or inconsistent information across systems, leading to inaccurate reporting. This not only leads to misinformed decision-making and regulatory compliance issues but also raises the possibility of fraudulent activities and compromised accounts.

Manual Processes Hinder Seamless Experiences
The leading cause of death in workplace productivity? Manual processes — specifically for small to medium banks. Shockingly, a staggering 60% of employees’ time is consumed by repetitive and duplicative tasks. Without the assistance of technology, these tasks quickly become time-consuming, lack consistency, are difficult to scale, and are error-prone, significantly increasing compliance risks and jeopardizing the bank’s reputation and customer trust. Additionally, the cost of lost productivity due to these inefficiencies can significantly impact the bank’s revenue. Studies have found that businesses lose around 20% to 30% of their total revenue every year due to these inefficiencies, making it a paramount problem to solve.

Difficult Sales Management
The truth is, sales management can be downright intimidating for small to mid-size banks, especially when it comes to generating accurate reports and insights. Remember that single source of truth? Well, it’s particularly important when trying to track referrals and monitor the activities of sales teams. Without a centralized system, generating reliable reports on customer interactions, marketing campaigns, and overall sales performance can be an uphill battle. This can make it challenging for bank managers to assess the effectiveness of their sales strategies, identify areas for improvement, and make informed decisions. As customer insights are critical to any bank’s success, having the ability to track referrals and sales activities can give small to mid-size banks a competitive edge, leading to greater customer satisfaction and retention.

Simplify with Salesforce

Salesforce, a cloud-based customer relationship management platform, has consistently been the leading choice for companies looking to manage customer data and streamline processes. But what about small to mid-size banks? The truth is, these banks can significantly benefit from Salesforce’s capabilities. With Salesforce, these banks can easily track and manage customer interactions, identify sales opportunities, and personalize their approach to each customer. Plus, with the ability to customize the platform to meet their unique needs, small to mid-size banks can create a tailored solution that works for them. Benefits of leveraging Salesforce include:

Creates a Single Source of Truth
Salesforce puts an end to the fragmented data era. It unites all customer data under one comprehensive umbrella and empowers banks to access real-time customer information seamlessly across departments and channels. By breaking down data silos and ensuring accuracy, Salesforce lays the foundation for better needs anticipation, tailored solutions, and fosters personalized customer experiences that resonate deeply.

Superior Data Management
Unlocking the power of data management and decision-making, Salesforce revolutionizes the way banks operate. With a centralized data repository, it eliminates the chaos of scattered information, bringing clarity and ease to data management. Comprehensive customer profiles provide a holistic view, enabling deeper understandings and personalized experiences. Further, advanced analytics and reporting empower banks to uncover hidden patterns and make data-driven decisions with confidence.

Streamlined Operations
Experience the transformative power of automation with Salesforce. By harnessing the cutting-edge capabilities of workflow automation and process optimization, banks can revolutionize their day-to-day processes. In doing so, critical time is returned to bank employees so they may focus on cultivating more meaningful customer relationships and delivering personalized services that set them apart.

Next-Level Compliance
Elevate your compliance game with Salesforce. Seamlessly integrated, it empowers banks with robust built-in features designed to meet regulatory requirements head-on. From data privacy and security to consent management, these tools pave the way for compliance with stringent data protection regulations like GDPR and CCPA. By harnessing the power of these features, banks bolster data governance, fortify their defenses, and mitigate compliance risks.

Fiserv DNA + Salesforce? What are the benefits?

On it’s own Salesforce serves as an vital pillar of support for any company working in the financial services industry, but when combined with Fiserv DNA, it climbs to new heights. But first things first, what is Fiserv DNA?

The DNA Platform from Fiserv is designed with a consumer focus that helps banks retain accountholders, reduce expenses, and boost their ROI. Its open architecture allows for seamless integration and customization with third-party solutions, and banks can tailor the platform with a wide range of customization and enhancements using the DNAcreator toolkit and AppMarket. The platform boasts a high-performance, relational database that’s organized around people and relationships, providing a comprehensive 360-degree view of each accountholder to create, grow, and maintain relationships. Its real-time continuous processing capabilities ensure up-to-date customer/member, account, and transaction data across all channels, allowing for real-time data analysis and operational flexibility. Plus, the platform’s enhanced user interface (IUX) offers an intuitive, touch-enabled experience on any device.

Fiserv DNA Essential Features
Delivering comprehensive end-to-end functionality, DNA ensures a consistent and real-time customer experience across all channels. This technology foundation caters to institutions of all sizes and serves them through both in-house and hosted environments. DNA offers an extensive set of features, including:

No need for separate systems or duplication of setup and maintenance. Fiserv’s account processing capabilities cover everything to meet your commercial and retail customers’ needs.

Revamped relational data model organizes around the person, not the account, for a complete picture of each customer.

Limitless storage of account holder information and transaction data, providing invaluable insights into business and individual relationships.

Flexible architecture supports multiple hardware, OS and database options with seamless integration of Fiserv and third-party solutions.

Seamless custom core extensions called DNAapps™, which you can create or download from the DNAappstore™.

So how exactly does this benefit Salesforce?

The benefits of integrating Fiserv DNA with Salesforce are vast, especially for small to midsize banks! But for the sake of simplicity, we’ll narrow it down to three key ways that your business would benefit from a Fiserv DNA and Salesforce integration:

Decrease Expenses
A Fiserv DNA and Salesforce integration eliminates data silos and enhances data accuracy, minimizing errors and inefficiencies that often result in costly reworks. Further, by leveraging real-time customer insights and personalized experiences, banks can optimize their marketing efforts, reduce customer acquisition costs, and improve customer retention.

Increase Operational Efficiency
Fiserv DNA and Salesforce enables banks to streamline workflows, automate processes, and enhance collaboration, allowing businesses to track leads, opportunities, and customer interactions more efficiently. With combined data from both systems, it enables agents to quickly locate critical customer or sales information to help drive business decisions in the right direction.

Increased Revenue
When operational efficiency is maximized, it creates an environment for revenue to thrive. Thanks to improved sales processes, efficient lead management, and automated workflows, banks can accelerate deal closures, boost sales productivity, and generate more revenue. Additionally, by providing a holistic view of customer relationships, transactions, and preferences, banks can tailor their offerings, target sales efforts, and deliver personalized experiences that resonate with customers – winning more big deals.

In an ever-changing digital landscape, banks need to be thinking about how to bring the traditional offline relationships members value into tech driven future. Fiserv DNA stands as a widely embraced and sought-after platform for small and mid-sized banks, as well as credit unions, and when paired with Salesforce, you can take your company to new heights.

Why AGG?

When it comes to finding the right partner for technology integration and digital transformation, it’s crucial to find a company with the right experience. That’s precisely what Access Global Group offers with its unique combination of global deployment expertise and a boutique firm’s nimbleness. With over 15 years of diverse industry experience and a Salesforce Platinum-level partner status, Access Global Group ensures that your bank’s needs and expectations are met throughout the integration process. Access Global Group’s expertise in integrating Salesforce and Fiserv DNA with other financial institutions is invaluable, as is our one-of-a-kind project methodology that places our clients at the forefront of every decision made. Our extensive experience working with Salesforce and the financial services industry further underscores our ability to provide the best possible solutions for your business.

AGG has transformed a number of banking institutions with our seamless integration of Fiserv DNA and Salesforce, unlocking the benefits of a truly comprehensive Customer 360 view. We eagerly invite you to share the challenges your company is currently encountering and and how our highly curated solutions may help.

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