Absa Transforms Customer Service and Streamlines Operations with Salesforce Solutions

Enhancing Corporate and Investment Banking Operations

Since 2015, we have collaborated closely with Absa’s Corporate and Investment Banking (CIB) division to enhance their customer service operations. We implemented Salesforce Service Cloud to modernise their call centre operations, introducing email-to-case functionality that significantly reduced the time needed to resolve customer enquiries. This enhancement provided complete transparency by eliminating the reliance on private email communications, thereby improving overall customer satisfaction.

In addition to improving call centre operations, we developed custom Salesforce solutions tailored to Absa's specific needs. These solutions included streamlining client onboarding processes, implementing risk management solutions, and creating transaction management and credit systems. To further support their legal operations, we implemented Advologix, a legal matter management system, which has streamlined case management and improved efficiency across the division. We continue to provide first-line support to ensure ongoing operational efficiency and to help Absa maintain high standards of service.

Innovating Retail and Business Banking

In 2018, our partnership with Absa expanded to the Retail and Business Banking (RBB) division. Here, we also implemented Salesforce Service Cloud to improve their customer service operations. Recognising the need for a comprehensive solution to manage deceased estates, we developed and implemented a system that encompasses all business units, ensuring a seamless and integrated approach across the division.

To further enhance the customer experience, we implemented Salesforce Experience Cloud, providing a platform that allows Absa to deliver a more personalised and engaging digital experience to its customers. Our role in the RBB division extends beyond implementation; we provide ongoing production support and augment their existing team to ensure the solutions continue to meet the evolving needs of the business.

Driving Continuous Improvement

Our collaboration with Absa has been instrumental in transforming their customer service operations and streamlining various processes across their divisions. By leveraging Salesforce's robust capabilities, we have helped Absa improve efficiency, transparency, and customer satisfaction. Our continued support and expertise ensure that Absa remains at the forefront of the banking industry, delivering high-quality services to its customers.

This ongoing partnership underscores the value of tailored solutions and dedicated support in achieving operational excellence and driving business success.