First Tech: Sales Cloud Integration

A federally chartered credit union with over 465,000 members and 10 billion dollars in assets with 40 branches. Besides standard banking services, the client also offers investment, insurance, and tax services to its members, including free bill payment service, and account aggregation services.

Industry

Banking and Financial Services

The Challenge

The client faced multiple issues in their loan application process. Their customer information is stored in DNA (a core banking database) which is integrated with Salesforce. Their branch representatives use Salesforce to process loans.

When the branch representatives tried to access customer account information through Salesforce, the system was very slow due to inefficient connectivity to Avoka (loan application processing tool), which led to redundant work causing delays in application processing time. It was also slow due to the retrieval of too much data when accessing the core banking database (DNA).

The client wanted a platform to order their products and wanted seamless integration between their back-end legacy applications and Salesforce. They wanted to scale the platform to support multiple types of online loan applications. The current platform was causing an increase in the customer service agent’s response time and a drop in the creation of new applications.

The Solution

Wilco Source assessed the situation and worked on streamlining the entire process by integrating multiple platforms such as Avoka, Biztalk, and DNA.

Real-time integration and nightly data feeds were key for quickly accessing the accounts in the database. Unique identifiers were built to connect Salesforce with the external applications. Biztalk was used as the integration platform to connect Salesforce to DNA and Avoka.

Unnecessary data retrieval was removed from the standard business process and an on-demand push button service was implemented to allow branch representatives to access other less frequently needed customer information.

The Results

Through process improvements and by fixing integration challenges, we decreased the loan application processing time.
We helped the agents handle higher numbers of applications each day.
This resulted in enabling the client to process more loans for their customers in a shorter time thus helping them to increase revenue and operate more efficiently.