Cadence Bank

Customer Success

How Access Global Group Supported
Cadence Bank During Rapid Expansion
Cadence Bank (formerly State Bank & Trust) is a
regional bank with 98 branches in Texas, Georgia,
Florida, Alabama, Mississippi and Tennessee covering
commercial, business and personal banking services.
State Bank & Trust experienced rapid growth, acquiring
12 banks in 3 years and needed support for these
acquisitions including merging systems, CTI and efficient
ways to communicate company-wide.
cadence-bank-logo

COMPANY

Cadence Bank

Industry

Banking

HEADQUARTERS

Atlanta, Georgia

Company size

1800+ Employees

Salesforce Solutions

Custom Cloud, Sales Cloud, Chatter, CTI

The Challenge

Cadence Bank faced the following Salesforce Challenges.
  • Sales team did have a lead management system.
  • Sales team did have a lead opportunity system.
  • Existing sales systems did not integrate with customer master data systems.
  • No Computer Telephony Integration.
  • No file repository.
  • Problems integrating with Legacy financial systems.
  • No unique serialization for accounts across all 12 banks acquired.
  • No standard sales system/process across.
  • Reporting is very time consuming.
  • Call centers had lot of limitations.
  • CSR management was complicated in peak seasons.
  • Systems are very manual.

The Solution

Cadence Bank’s Salesforce Solution Provided By Access Global Group.
  • Custom Development, custom Pages, and system configuration
  • Implemented Computer Telephony Integration using AM adapters & Cisco backend.
  • Setup Chatter & Files for internal communication & file storage.
  • Built custom integrations with IBM main frames and Jack Henry (Financial) system to sync data into Salesforce so sales could use
  • integrations to upsell related products.
  • Integrated Salesforce with over 20 systems.
  • Recreated the sales process. With automated workflows & approval processes
  • AMC/Cisco telecom system is implemented & integrated with Salesforce
  • Created a structure for CSR to work remotely from home in peak seasons
  • Reports & Dashboards are implemented.

The Results

Cadence Bank Salesforce Results with Access Global Group Services.
  • Sales now able to manage all sales-related information in one place.
  • Calls are now made from Salesforce and activities are auto-logged.
  • Chatter used company-wide for internal collaboration & sharing files.
  • Customer data can now be accessed from synced IBM Main Frames and Jack Henry (Financial) system.
  • Synced customer data now helps the sales team upsell related products to customers.
  • Visibility to the executive team is high trough new sales process/Pipeline.
  • AMC/Cisco telecom system integrations cleared 99% of their limitations.
  • Managing CSR’s in peak season got lot easier.
  • Reporting is real-time.

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We increased ROI for Candence Bank by 18% and increased call center KPIs by 25%

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We increased ROI for Candence Bank by 18% and increased call center KPIs by 25%

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