Salesforce announced improvements to its Financial Services Cloud product, integrating changes to its CRM that are a reflection of the blurring of lines between wealth management, banking and insurance seen across the financial services sector. The FSC product now offers a unified experience across consumer and commercial lines of business, attempting to eliminate a fragmented understanding of the customer.
Available in October and included with an FSC license, the Commercial Banking App, Action Plans and Surveys features will give product specialists and relationship managers insight into customers’ business and commercial accounts. A new homepage will provide a single view of opportunities, accounts and referrals. Action Plans will facilitate better cross-departmental workflows by allowing professionals responsible for onboarding to create and assign tasks to colleagues in other parts of the practice. The Surveys tool will allow for faster review of client insights, promoting on-the-move adjustments to better deliver client services.
Slated to be available in February 2019, FSC’s Lightning Scheduler will help make phone-tag a thing of the past, said the company. Clients will be able to use a firm’s online portal or mobile app to schedule meetings, for example, while both relationship managers and clients will be able to book inbound and outbound appointments that’ll be embedded in standard Salesforce workflows and calendars.
Later in the development timeline, Einstein Next Best Action is the latest riff on predictive and rules-based technology and expected to be available in 2019. Marketed as a delivery system for real-time contextual recommendations, the tool helps financial professionals optimize their windows for contacting customers, timing the interactions to coincide with life events and recent service requests.
Salesforce is also partnering with several wealthtech companies, including eMoney, Jemstep, Vlocity and Finxact, providing integrations that will soon be available on its AppExchange.