With Riva, this New York-based Fortune 500 bank has seen a clear increase in meaningful client interactions, Salesforce user adoption, data quality, and productivity, while protecting data at scale.
Before implementing Riva, this financial services institution couldn’t gain or use full visibility into Salesforce Customer 360 data across its client accounts. This created gaps in capturing client engagement insights and made it harder for users to build customer loyalty through better customer experiences.
They looked to Riva to overcome the gaps and challenges they experienced with standard Salesforce and Exchange integration options. They wanted a solution to reliably and securely sync Salesforce data, calendars, email conversations, and customer interactions.
Bankers, advisors, and wealth managers wanted to benefit from a 360-degree view of customer interactions so they could provide consistent, personalized customer experiences, build trust, and increase lifetime customer value.
Challenge
With millions of customers, this bank is continuously looking to build new relationships, strengthen existing relationships, and grow the lifetime customer value of high-net-worth individuals. Access to customer interaction details and up-to-date Customer 360 knowledge were key objectives across the entire organization.
They needed secure, proven technology that could scale and help staff provide timely, strategic financial advice to their customers.
Before implementing Riva, staff members had to remember to enter client interaction details in Microsoft Exchange and their customer relationship management (CRM) platform, Salesforce. Moving back and forth between the two systems increased the risk of human error, inaccurate and missing data, and security and compliance concerns.
Because customer-facing staff members interact primarily with their customers through email and meetings, data gaps grew between the client information available in their two core systems. These gaps created challenges for frontline staff, who couldn’t provide personalized experiences for their high-net-worth clients. Sales managers lacked visibility into relevant data, which left them unable to accurately track trends and key performance indicators (KPIs) or make strategic decisions using data they could trust.
For sales, business-unit executives, managers, and customer-facing staff, this organization could not trust that their Salesforce or Outlook calendars were up to date and accurate. This often led to double-booked appointments, time spent determining which bankers were available for meetings, and frustrated clients.
Solution
Before implementing Riva, this financial services institution struggled to trust the calendar, client, and meeting data that lived in its separate email and Salesforce systems.
With 12,000 Salesforce users, they needed a proven solution to synchronize the large volume of client data they gathered daily between Microsoft Exchange and Salesforce. As a financial institution, it was critical to ensure any solution they implemented would scale and meet data privacy, security, and compliance requirements across all business units.
Riva’s automated data sync streamlined workflows and processes for bankers. Bankers and advisors no longer had to switch between two systems.
With Riva, the institution, its bankers, wealth managers, and advisors could also trust the accuracy of their recurring events, email tracking, meeting privacy, and delegate tracking. Administrative assistants and support staff could also manage calendars with confidence that their teams’ calendars reflected the most up-to-date and accurate information. The bank saw a significant improvement in its teams’ ability to support client interactions and benefit from trustworthy meeting-related sales and activity metrics.
Teams and managers now have a consolidated view of customer engagement within Salesforce, with full visibility in Outlook. This includes access to relevant, up-to-date client engagement information related to customer requests, plans, incidents, and immediate needs, helping the team make better-informed decisions for their clients.
Results
Riva’s real-time data processing helped this bank deliver the right data to the right people, at the right time, on the right device, the way its users wanted and expected it throughout the workday. As a result, individual teams and the financial institution could better support customer acquisition, retention, and account growth.
Client-facing advisors and consultants now have visibility into and access to detailed Salesforce client email, meeting, and event activity data they can trust, directly in their email account. With quick-connect links, users can go directly to Salesforce to continue to use the full Customer 360 experience.
Collaboration has improved between bankers and wealth managers who share accounts and opportunities. Their teams are now confident in their ability to manage meetings more effectively. They can view meeting metrics that help improve meeting outcomes and identify coaching opportunities.
This bank and its 12,000 users now benefit from:
- Intelligent syncing of calendar events across multiple platforms
- Advanced appointment classification and email logging against Salesforce contacts, accounts, and opportunities
- A Customer 360 view of client interactions in Salesforce and users’ inboxes
- Improved meeting outcomes and more complete client knowledge
- Increased visibility and productivity with an at-a-glance snapshot of complete email conversation threads with clients in Salesforce, reducing the need to sift through dozens of individual emails to build a clear, up-to-date picture of client interactions
- Automatic creation of new accounts, contacts, opportunities, cases, and quotes from Exchange to Salesforce
- Busy and available search and private calendar blocking, which keeps private meeting details confidential and helps prevent double-booking
- Improved metrics and reporting
This financial institution and its users value that Riva delivered more than a standard sync solution. Riva’s applied intelligence supports reliable synchronization and connects the most relevant Salesforce contacts, calendars, tasks, emails, opportunities, custom objects, and fields with the bank’s email and calendaring system. Riva harmonizes data based on the specific business needs and expectations of each business unit.
Staff and clients are seeing a notable difference:
“Riva has helped us mitigate the risk of losing the trust of our valuable high net-worth clients. Our bankers and wealth managers no longer waste time toggling between systems. Instead, they are able to focus on providing our clients with stellar customer experience and a very personalized customer journey at every touchpoint with our organization.”
