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Macquarie Bank re-platforms its complaints handling to Salesforce – iTnews
Reworks end-to-end process.
Macquarie Bank spent 18 months redesigning its complaints management process to run entirely within Salesforce, helping it resolve issues and get to the root cause of complaints more quickly.
The bank “always had a good complaints management process”, chief data officer Ashwin Sinha told the Salesforce Live for Financial Services summit yesterday.
“We saw an opportunity to streamline and reimagine the process by simplifying some of the workflows and eliminating some of the manual steps,” Sinha…
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