From Paperwork to Platform: Unifying Customer Data and Documents in Salesforce
88% of customers consider a seamless banking experience as ‘important’ but just 9% of bank executives rate their own digital experience as ‘excellent’.
There’s a huge disconnect in retail banking. A 2024 Capgemini report found that 88% of customers consider a seamless experience as important as the bank’s products. Yet, just 9% of bank executives rate their own digital experience as ‘excellent’.
What’s causing this 79-point gap? Fragmented data.
Customer information, risk assessments, and product disclosures often live in separate, disconnected systems. This fragmentation makes a seamless experience impossible. The front-end looks digital, but the back-end relies on legacy processes and manual data entry.
The answer isn’t more paperwork or better digital forms; it’s a unified platform. By embedding document automation directly within Salesforce, you unify data and document creation. This approach leverages the Financial Services Cloud data you already have.
The Power of a Single Customer Record
When your documents are generated from your platform, the customer experience changes instantly:
- No More Duplicate Data Entry: The customer’s information is entered once and used everywhere. The system automatically populates forms and applications with the data from their Salesforce record.
- Consistency Across Channels: Whether a customer starts an application online, continues on mobile, or calls a service agent, the document and the data are the same. This is the “omnichannel experience” that 70% of customers value when choosing a bank.
- A True 360-Degree View: The platform becomes a complete system of record. Every form, clause, and signature is tied directly to the customer record, giving you a truly unified view of the relationship.
This is the key to solving the “hidden friction” that causes 37% of customers to abandon their applications.
Stop building digital forms on top of a fragmented foundation. By unifying your documents and data in Salesforce, you can finally close the gap between customer expectation and operational reality.
Learn more about the benefits of document automation for banks: Download our E-guide on document automation in retail banking.