Strategies to improve financial services operations with Salesforce [based on our real-life project]

If your financial services team is spending hours on routine tasks, struggling with outdated systems, and seeing service delays, the impact is clear—higher costs, frustrated clients, and strained employees. This scenario isn’t just about efficiency; it’s about staying competitive. In finance, a slow response can mean lost clients, eroded trust, and increased costs that eat into your bottom line.

According to KPMG, 83% of global financial services firms are doubling down on cost optimization, with 85% fast-tracking these initiatives to reduce costs and improve efficiency.

We’ve seen Salesforce make a real difference in financial services optimization. Its tools can shift the focus from firefighting to real growth by automating those time-draining processes, giving you cleaner data, and improving how you connect with clients. The numbers back it up—Salesforce brings a 188% return on investment for financial institutions, transforming how they operate.

Our team has worked with financial companies to put Salesforce into action, and we’ve seen firsthand how it improves efficiency and client satisfaction. In this article, we’ll walk you through a real case we’ve managed and outline practical strategies to help you achieve similar results.
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How we achieved a 100% delivery rate of customers’ requests for a Caribbean financial services company

Our client, a Caribbean financial services company, runs a closed credit history system that banks rely on to verify applicants and resolve disputes. It’s an essential service—banks use it to make credit decisions confidently. With so much at stake, processing requests accurately and efficiently wasn’t just a goal but a necessity. However, handling these requests was becoming a challenge for our client.

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Challenges our client faced

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Before working with us, the client’s process for handling credit report requests was anything but smooth. Bank representatives had to manually key in each request—a tedious and time-consuming task that often led to mistakes, misplaced forms, and duplicate entries. Imagine the frustration of a bank employee waiting on a critical report, only to find out it wasn’t delivered or was incomplete. Not only was this frustrating for the client’s team, but it also risked damaging relationships with local banks relying on their service.

And on top of that, they had to meet strict SOC 2 standards for data privacy, so any improvements needed to prioritize data security. Our mission was clear: we needed to make this process reliable, secure, and effortless for the end users.

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How we approached the task

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To fix these issues, we designed a solution that tackled both financial security and usability, focusing on making the whole process as simple and trustworthy as possible:

1. API integration for automated requests. We built an API that allowed bank representatives to request credit reports directly from their own systems with just a click—no more manual entry, fewer errors, and a quicker and smoother process.
2. Data security. Given the importance of keeping data private, we added layers of protection to guard against potential threats. We secured sensitive information through encoding and decoding techniques, so any stored or transferred data stayed protected.
3. Real-time dashboard and notifications. We built a “Data Uploads” dashboard where bank representatives could see all their requests—successful, failed, and everything in between. They could even export this data if needed. And to keep everyone updated, we set up notifications so users knew exactly where each request stood, sparing them the frustration of waiting in the dark.
4. Data accuracy. To avoid outdated information, we introduced “gatekeeping” logic to filter out old data and ensure only the latest information was kept. We also worked with the client to remove duplicates, creating a system where each customer’s credit history was always up-to-date and accurate.

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The results

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These changes transformed the client’s operations in meaningful ways:

• 100% delivery success. Our solution ensured that every customer request was successfully processed and delivered, with no more missing or duplicate entries.
• Higher trust and satisfaction. Now, clients can send requests directly from their own systems, adding ease and transparency to the process and building trust in the service.
• Improved data quality. Multiple checks and safeguards ensured that only the best, most accurate data entered the system.
• Clear, ongoing communication. With the new dashboard and notifications, clients could follow their request status in real-time, giving them a sense of control and clarity.

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Looking ahead

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Our partnership with this client isn’t over yet. We plan to expand the service to cover credit data for businesses and move their portal to Salesforce Lightning to make it even more user-friendly.

This project highlights just how impactful a secure and efficient system can be. By refining every step, we helped our client build stronger, more reliable connections with local banks and confidently serve their community.

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Lessons financial services companies can learn from this project 

Even if your financial services team has implemented Salesforce, fine-tuning its setup is essential for real efficiency gains. This is greatly illustrated by our recent project: our client had Salesforce Experience Cloud in place, but the system wasn’t running as smoothly as they needed. Bank representatives still had to send credit requests manually, causing delays and making the process prone to errors. They needed a solution that wasn’t just functional but actually optimized for their specific needs. Here’s what we learned from this project and how it can help your team maximize Salesforce’s potential.

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Invest in financial services automation

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Automation can drastically cut down on errors and speed up your processes. In this project, implementing an API for credit report requests took a manual, error-prone task and made it nearly effortless for bank reps. Our API integration allowed them to request a credit report with just one click—saving time and reducing human error.

Our Salesforce architect, Orest Reveha, shared his insight: “Something as simple as an API can save you from a lot of headaches. For example, in our client’s case, bank representatives no longer had to manually enter data, which often led to human error. Instead, the system handled it automatically. In this instance, they could request a credit history with just a click of a widget, significantly reducing the time spent by employees.”

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Evaluate your data uploading process

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Reliable data processing means every request is captured accurately, and nothing gets lost in the shuffle. Our client had experienced issues with lost or incomplete requests, so we created a solution with multiple safeguards to catch any issues early and keep their records accurate. We also set up timely notifications for customers so they could see exactly what was happening with their requests, adding a layer of trust and reliability to the system.

Orest adds: “When your clients submit requests, things can go wrong. For instance, they might leave some fields incomplete—this was a challenge our client faced. We needed to make the process more reliable. First, the request had to be properly processed. Second, clients needed visibility into what happens after submission. For our client, we recommended creating an information dashboard where bank representatives could track all their requests—both successful and unsuccessful—in real-time.”

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Take care of your data security

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Security is non-negotiable in financial services. If clients feel their data isn’t secure, it can impact trust and retention. For our client, protecting data from potential threats was essential due to their partnerships with various banks. We implemented advanced security protocols, including XSS and XSRF protection, to protect sensitive data from unauthorized access or misuse. This level of protection keeps client data safe and meets strict SOC 2 standards for data privacy.

“If you’re in the financial sector, safeguarding your clients’ sensitive data should be a top priority,” notes Orest. “For instance, our client worked with several banking organizations, which made their system particularly vulnerable to data breaches and unwanted user actions. To tackle this issue, we implemented robust security measures, including XSS and XSRF protections, ensuring their information remained safe and secure.” 

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Partner with us and achieve your goals with customized Salesforce solutions

When it comes to financial services, we know firsthand that even the best tools need the right setup to make a real impact. At Noltic, we’ve worked with financial companies from small startups to large institutions, helping them get the most out of Salesforce so they can work smarter, not harder. Our experience runs deep—we’re proud to be a Salesforce Summit Consulting Partner and hold numerous Navigator badges, which showcase our expertise in satisfying the unique needs of financial organizations. With over 110 successful projects under our belt and a 4.9 rating on AppExchange, we’ve repeatedly proven that we know how to deliver outstanding results.

But what does this mean for you? It means working with a team that brings more than just technical know-how. We understand that every client has specific challenges, and we tailor solutions that fit your exact needs. Our perfect 5.0 rating on Clutch is a testament to our commitment to doing things right and keeping our clients happy.

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FAQs

How can Salesforce help financial institutions improve customer service?

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Salesforce offers comprehensive CRM tools that help improve customer service in financial services by offering a 360-degree view of each client. Your team can respond quickly to inquiries, personalize client interactions, and track cases from start to resolution. Automated workflows and AI-driven insights further enhance the customer experience with faster responses and consistency in communications.

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How can Salesforce help with risk management and compliance?

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Salesforce offers robust features that help financial institutions manage risk and maintain compliance. With tools like Financial Services Cloud, companies can track and audit interactions, manage client data securely, and ensure adherence to industry regulations such as SOC 2. Automated alerts and detailed reporting help identify potential risks early, making it easier to take corrective actions and avoid compliance breaches.

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How can Salesforce improve sales and marketing efficiency?

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Salesforce streamlines sales and marketing efforts by automating lead management, scoring, and follow-up tasks. With tools like Sales Cloud, Marketing Cloud, and Experience Cloud, your team can track leads through every stage of the sales funnel, develop targeted marketing campaigns, and monitor their performance in real-time. This leads to better collaboration between sales and marketing teams and helps convert leads into loyal customers more efficiently.

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How can Salesforce help financial institutions improve their digital transformation?

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Salesforce accelerates digital transformation for financial institutions by providing a scalable and customizable platform that integrates seamlessly with other systems. Features like AI-powered analytics, mobile-friendly interfaces, and customizable dashboards help teams make data-driven decisions and adapt to new market trends quickly. With Salesforce, financial organizations can automate processes, reduce operational friction, and build a tech-forward approach that supports future growth.