Case Study: U.S. Bank achieves 2.35x lift in lead conversion with Salesforce

Improving the customer experience is just another way that U.S. Bank puts people first

U.S. Bank, the nation’s fifth-largest commercial bank with 73,000 employees and a Salesforce customer since 2009, faced fragmented customer data and siloed business units (banking, mortgage, wealth, payments) that prevented a unified view of clients and consistent relationship-building across channels.

The bank deployed the Salesforce Platform (Sales Cloud, Service Cloud, Marketing Cloud), consolidated customer data into a single system with mobile access and team-room collaboration, and used Sales Cloud Einstein for AI-driven lead scoring and predictive analytics. Adoption accelerated through Trailhead training, and results included a 2.35x lift in conversion of top-ranked leads, broader cross-division collaboration, predictive churn modeling, and expanded Salesforce use across the organization.

U.S. Bank

Bill Hoffman

Chief Analytics Officer and Head of CRM