Case Study: a large fintech company reduces customer onboarding time with Persistent Systems and Salesforce

Reducing Customer Onboarding Time and Improving Customer Experience

Persistent Systems helped a large fintech company that provides identity, risk, payment, check, and bank-screening services address a slow, manual customer onboarding process and a cumbersome email-based case management system. The company also needed better self-service support, modernized customer interfaces, and a more efficient way to give financial institution users access to reports with audit trails, authentication, and notifications, using Salesforce-based tools.

Persistent Systems implemented an online support case management platform and a unified customer support portal built on Salesforce Service Cloud and Salesforce Community Cloud, with MuleSoft APIs, Okta identity integration, and consolidated Salesforce data for a 360° customer view. The new solution improved workflow automation, eliminated manual onboarding, and captured digital consent, leading to a 20% reduction in duplicate and no-action-taken cases and a 50% increase in operational efficiencies.