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Single Point of Contact – Workflow Transformation

The project’s objective was to replace an outdated CRM system that relied on a third-party vendor with a modern Salesforce Sales Cloud solution customized for Reverse Mortgage Sales. The team successfully migrated data from the old system to the new Salesforce instance with the assistance of the Enterprise data team. In addition to that, the…

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Single Point of Contact – Workflow Transformation

Led platform strategy to implement a Single Point of Contact (SPOC) model for Legacy Asset Servicing. The team had to establish a new technology to support the effort, we had to align a new business process for 26 different business areas, into this model within 120 days.

Common Client between Mortgage and Banking

The objective was to merge the customer records of Home Mortgage with the Banking System of Record for Customers. This would result in the formation of a single customer profile for all its 66 million clients. The purpose of this consolidation was to facilitate personalized outreach to clients and partners, by ensuring that only one…

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Notary Process for Financial Centers

Led the strategy for transforming the workflow of associates from 5 lines of business into a single approach within Salesforce. The goal was to optimize the experience for both the associate and the customer when they were interacting, either virtual or in person within the financial center.   Conversion from classic to Lightning Sales Console…

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Customer Insights in CRM

I led the transformation of the workflow of associates from five lines of business into a single approach within Salesforce. The main goal was to optimize the experience for both the associate and the customer when they interacted, either virtually or in person within the financial center.   To achieve this, we converted from classic…

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Retail Mortgage Salesforce Transformation

Retail Mortgage Salesforce Transformation During the transition of 1600 users from Service Cloud licenses to Sales Cloud, several improvements were made to the sales process. These include: Introduction of Sales Engagement Automation: This led to a 10% increase in the first contact rate and improved lead conversion. Simplification of workflow and connection of systems: This improved platform…

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Direct Lending Contact Center

We transferred 300 Direct Lending Officers from an in-house contact management tool to a cloud-based CRM platform that can be customized according to our needs. Additionally, we integrated both inbound and outbound calling to leads and customers from Genesys Pure Connect to Genesys PureCloud, which helped in revamping the contact center phone experience. We also…

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