Case Study: Barclays achieves a faster, simpler mortgage process with Salesforce

Barclays unlocks new opportunities with greater engagement

Barclays needed to simplify its mortgage application process for thousands of UK brokers and customers, after its existing intermediary portal required multiple logins and still left key tasks, like checking application progress, reliant on phone calls. Working with Salesforce, Barclays aimed to improve broker access, strengthen relationships, and address a falling Net Promoter Score.

Salesforce helped Barclays launch a broker community platform built on Salesforce Communities, Service Cloud, and the Lightning Platform. The new single, mobile-friendly hub gave brokers one place to access mortgage updates, calculators, knowledge articles, chats, commission details, and relationship managers, with single sign-on and cross-platform support. Barclays said the platform transformed the mortgage process and was rolled out to 16,000 brokers, speeding up service and making information instantly available anywhere.

Barclays

Jackie Uhi

UK Managing Director