Case Study: a large financial services firm achieves faster collections and improved customer engagement with Persistent Systems and Salesforce

Omni-channel Engagement and Streamlined Collections Management

Persistent Systems helped a large financial services firm serving small and medium-sized enterprises address fragmented customer information, disconnected Sales and Renewals processes, and slow, error-prone manual collections workflows. The company’s legacy high-code platform was not scalable enough for its growing needs, so it needed a more integrated approach using Salesforce tools.

Persistent Systems implemented Salesforce Sales Cloud and Service Cloud, along with CRM Analytics and Tableau, to enable omni-channel engagement across SMS, email, web, and telephony, automate approvals and escalations, and improve case management and collections tracking. The solution also included a collections portal for third-party agencies and legal teams, delivering a 30% faster deployment, 40% reduction in collection processing time, 20% lower average AR age, reduced bad debt losses/NPAs, and improved CSAT and employee satisfaction.