Improving Banking Support Efficiency With Salesforce Financial Services Cloud and Einstein AI
Salesforce Financial Services Cloud & Einstein AI for Banking Support — TrueSolv Home› Case Studies› Banking Support with Einstein AI Financial Services 🇺🇸 United States Service Cloud Einstein AI · Agentforce Improving Banking Supportwith Financial Services Cloud& Einstein AI A regional US bank was getting hit with rising inquiry volumes across phone, email, and web — with no 24/7 coverage and agents buried in repetitive questions. TrueSolv deployed Salesforce Financial Services Cloud with Einstein AI to automate a third of all requests and deliver consistent 24/7 support. IndustryFinancial Services / Banking PlatformService Cloud + Einstein AI CountryUnited States TimelineCustom engagement 24/7 AI-powered support — live across web & mobile Einstein Chatbot · Case Classification · Next Best Action 1/3Of all customer requests handled automatically by AIWithout agent involvement 24/7Support coverage delivered on web and mobilePreviously: business hours only +33%Increase in customer satisfaction scoreFaster, more consistent responses ↓ FRTAverage first response time dropped to minutesPreviously: hours of queue time Contents 01The Challenge 02Our Solution 03Client Testimonial 04Results 05Technologies 06Work With Us Drowning in support volume? Let’s talk AI-powered triage. See Agentforce Services 01 — Challenge Rising inquiry volume, no 24/7 coverage, agents buried in repetitive work A regional mid-sized bank was getting hit with a rising wave of customer questions across phone, email, and the website — and support started falling behind fast. With no 24/7 coverage and repetitive requests draining agent time, satisfaction was falling and contact center costs were climbing. Growing inquiry volume: across phone, email, and web — volume was outpacing team capacity. Slow response times: the team could not keep up, leading to long queue times for straightforward requests. No 24/7 support coverage: customers with urgent banking questions had no option outside business hours. Repetitive questions overloading agents: balance enquiries, card limits, and branch hours consumed a disproportionate share of agent time. Agents pulled away from complex cases: high-value, high-complexity cases were being delayed by routine work. Declining satisfaction and rising costs: slower service was pushing CSAT down while contact center costs continued to increase. 02 — Solution 24/7 Einstein AI support layer on Salesforce Financial Services Cloud The bank rolled out Salesforce Financial Services Cloud with Einstein AI to modernise support — launching a 24/7 chatbot on web and mobile, auto-triaging complex cases to the right specialists, connecting to internal systems for personalised answers, and guiding agents with next best actions from a unified customer view. Unified agent console in Salesforce Financial Services Cloud — full customer history, Einstein suggestions, and case context in one view. 1Salesforce Financial Services Cloud as the Support HubUnified customer profile and interaction history Put all service work in one place with a unified customer profile and full interaction history. Gave teams a single workspace to handle cases and see complete context — no more switching between systems mid-call. 2Einstein Chatbot for 24/7 Self-ServiceRoutine questions handled automatically, around the clock Deployed an Einstein chatbot on web and mobile to answer frequent questions in natural language using the bank’s knowledge base and scripted scenarios. The bot resolves simple requests automatically and deflects repetitive inquiries — without agent involvement. 3Einstein Case Classification for Smart TriageComplex cases routed to the right specialist instantly Implemented Einstein Case Classification to classify complex inquiries immediately after case creation, routing to the right specialist queue or team based on predicted fields — reducing misroutes and escalation delays. 4MuleSoft and API Integrations for Personalised AnswersLive banking data in bot responses after identity checks Connected internal banking systems securely through APIs via MuleSoft. The chatbot can now return verified, personalised information — account status, transaction history, card limits — directly in bot replies after identity verification. 5Einstein Next Best Action to Guide AgentsContext-based recommendations surfaced during every interaction Einstein Next Best Action surfaces context-based recommended next steps and relevant product suggestions during agent calls and chats. Agents can accept a recommendation and launch the right flow or action directly from the console. “Our agents were spending half their day answering the same five questions. After the Einstein deployment, they spend their time on the cases that actually need a human — and our CSAT went up by a third.“ Before TrueSolv, our contact centre was stuck in a loop — volume going up, team staying the same size, and every agent frustrated by how many times a day they answered a balance enquiry. The chatbot handles those now. The routing means complex cases land with the right person immediately. And the Next Best Action feature has genuinely changed how our agents work — they’re more confident and faster. The 24/7 coverage was the thing our customers noticed first. KW Karen W.Head of Customer Support · Regional US Bank 04 — Results Automation up, agent workload down, customers happier After the AI rollout, the bank saw immediate wins across automation, speed, and customer experience — with the chatbot taking a meaningful chunk of routine work off agents so the team could focus on higher-complexity cases. 1 in 3 Requests AutomatedEvery third typical customer request is now handled automatically by the chatbot, without any agent involvement. First Response Time: Hours → MinutesAverage first response time dropped dramatically — routine requests are resolved in the same session without queue time. +33% Customer SatisfactionCSAT increased by a third, driven by faster, more consistent support across all hours of the day. Positive ROI in Under a YearStaffing efficiency improvements and better customer retention delivered payback within the first year of deployment. 05 — Technologies Built with Salesforce Financial Services Cloud Einstein AI Chatbot Einstein Case Classification Einstein Next Best Action MuleSoft REST API Integration Agentforce For Banks & Financial Services Companies Your support team shouldn’t spendhalf their day on the same five questions. If your contact centre is drowning in repetitive requests while complex cases queue behind them, we’ll deploy an Einstein AI layer that handles the routine automatically — and routes everything else to the right person instantly. Einstein chatbot on web and mobile 24/7 self-service for routine requests Smart case classification and
Streamlining Financial Services Intake and Advisory with Salesforce FSC
Salesforce FSC for Financial Services Intake & Advisory — TrueSolv Home›Case Studies›Financial Services Cloud — Intake & Advisory Finance🇺🇸 USAFinancial Services CloudEquifax · Gravity Forms · Omni-Channel · KYC/AML Financial Services Intake& Advisory withSalesforce FSC A US financial services firm offering debt relief and wealth management was hampered by fragmented lead data from WordPress landing pages landing in CSV exports and spreadsheets. TrueSolv delivered an end-to-end intake-to-advisor platform on Salesforce Financial Services Cloud — real-time lead capture, Equifax credit enrichment, KYC/AML automation, and Omni-Channel routing. IndustryFinance / Wealth ManagementPlatformSalesforce Financial Services CloudCountryUnited StatesTypeCustom Development Intake-to-advisor platform live — Equifax, KYC/AML, Omni-Channel routingGravity Forms · Equifax · KYC/AML · FSC Household Modelling -80% Reduction in manual data processing after real-time intake automationTime-to-first-contact dropped from 24 hours to under 2+35% Senior advisor follow-up on high-value prospects via Omni-Channel routingHigh-potential households prioritised automatically+25% Lower-tier prospect engagement via self-guided Action PlansTailored email journeys aligned to each financial profile✓ Automated KYC/AML screening eliminating manual compliance bottlenecksEvery new or updated Person Account screened automatically Contents 01The Challenge 02Our Solution 03Client Testimonial 04Results 05Technologies 06Work With Us Need to automate financial services intake, enrichment, and compliance on Salesforce FSC? See Custom Development 01 — Challenge Fragmented leads, manual enrichment, and compliance bottlenecks The firm was hampered by fragmented data across disparate intake channels. Leads from WordPress landing pages landed in ad-hoc CSV exports and spreadsheets. Manual CRM entry introduced duplicates, delays, and blind spots in each household’s financial profile. Advisors lacked a unified, compliant view of client needs and risk attributes. Fragmented intake channels: Leads from WordPress landing pages not flowing into Salesforce — manual CSV entry introducing duplicates and delays. No real-time enrichment: Credit scores and financial profiles from institutions processed manually — delaying lead quality assessment. Manual compliance screening: KYC/AML checks handled manually — time-consuming and creating regulatory risk. No advisor prioritisation: No system to route high-value prospects to senior advisors over lower-tier leads. 02 — Solution End-to-end FSC intake platform with Equifax, KYC/AML, and Omni-Channel routing TrueSolv built an end-to-end intake-to-advisor platform exclusively on Salesforce Financial Services Cloud — covering household modelling, real-time intake from Gravity Forms, Equifax credit enrichment, KYC/AML automation, Omni-Channel routing, and a unified advisor dashboard. Unified FSC advisor dashboard — household view with net worth trends, open tasks, relationship maps, and compliance milestones. 1Household & Relationship ModellingLeads grouped into Households with co-applicant and dependency tracking All leads captured as Person Accounts and automatically grouped into Households based on shared address or employer data. Co-applicants, dependents, trusts, and other affiliations tracked via FSC’s Relationship object — giving advisors instant visibility into each account’s decision-making network. 2Real-Time Intake via Gravity FormsWordPress form submissions create or update FSC records instantly Deployed a managed Gravity Forms to FSC integration via webhooks — creating or updating Person Accounts in real time and linking them to existing Households. Declared balances ingested directly into the Financial Account object at intake, providing an immediate consolidated financial snapshot. 3Equifax Enrichment & KYC/AML AutomationCredit validation and compliance screening embedded at intake REST API integration with Equifax ingests and validates account balances, loan terms, and credit-risk scores — automatically populating Financial Account and Affiliation objects. KYC/AML checks via External Services trigger automatically on every new or updated Person Account, generating review tasks for flagged cases. 4Omni-Channel Routing & Advisor DashboardHigh-value prospects routed to senior advisors automatically Omni-Channel configured to prioritise high-potential households — based on combined debt relief opportunity and credit-risk profile — for senior advisors. Lower-tier prospects routed into self-guided Action Plans with tailored email journeys aligned to their financial profile. Unified dashboard shows net-worth trends, open tasks, relationship maps, and compliance milestones. “Our advisors were working from incomplete data and spending hours on manual compliance checks. Now every prospect arrives in Salesforce already enriched with Equifax data, screened for compliance, and routed to the right advisor — time to first contact dropped from 24 hours to under 2.“ The transformation was significant. Before FSC, a new lead would arrive via a form, get manually entered into Salesforce, sit there until someone ran the enrichment CSV, and only then get assigned to an advisor. TrueSolv’s intake platform collapsed that to real time. Gravity Forms push the data instantly. Equifax enrichment fires automatically. KYC/AML screening happens before the advisor even sees the record. The Omni-Channel routing means our senior advisors are talking to the right people. DWDaniel W.Chief Revenue Officer · US Financial Services Firm 04 — Results 80% less manual processing, faster onboarding, automated compliance The FSC implementation delivered transformative improvements across intake efficiency, advisor productivity, and regulatory compliance. Unified Client ViewEvery household’s liabilities, credit scores, and compliance status accessible in one consolidated interface — more informed, trust-based advisor conversations.Accelerated OnboardingReal-time intake and automated Equifax enrichment reduced manual processing by 80% — time-to-first-contact from 24 hours to under 2.Optimised Lead PrioritisationOmni-Channel routing increased senior advisor follow-up on high-value prospects by 35% — lower-tier leads engaged via self-guided Action Plans.Embedded ComplianceAutomated KYC/AML screening eliminated manual compliance bottlenecks — audit-ready from day one, regulatory risk significantly reduced. 05 — Technologies Built with Salesforce Financial Services CloudGravity Forms IntegrationEquifax REST APIKYC/AML AutomationOmni-Channel RoutingApexFSC Household ModellingAction Plans For US Financial Services Firms Scaling Intake and Advisory Your advisors shouldn’t wait 24 hoursfor an enriched, compliant prospect to land on their desk. If your intake is fragmented across WordPress forms and spreadsheets with manual enrichment and compliance screening, we’ll build the full FSC pipeline — real-time intake, Equifax, KYC/AML, and Omni-Channel routing. Gravity Forms → FSC real-time intakeEquifax credit enrichment via REST APIAutomated KYC/AML compliance screeningOmni-Channel routing to senior advisorsFSC Household & Relationship modellingSelf-guided Action Plans for lower-tier leads Book a Free Consultation See Financial Services Cloud Other Case Studies Finance · UAE BNPL Operations with Salesforce Automation Merchant sync, rate automation, risk management, compliance. ✓Real-time sync↓Manual effort↑ComplianceCustom development →Finance · USA Subscriptions and Payments with Experience Cloud Stripe + Google Analytics + guest portal for finance platform. ✓Stripe↑Onboarding📊GA insightsCustom development →Finance · USA Salesforce + WordPress Lead Management Gravity Forms, Python enrichment, Flow-based
