Challenge
It’s not enough in this age of the customer to hold people’s money. Customers expect their financial institutions to be proactive, to use customer intelligence to anticipate their needs and offer solutions in advance that can improve their financial situation and help them plan for the future. Customers want to feel important; they want to feel valued. And they want it all right now.
That’s why this global leader in the insurance industry turned to Riva. Riva’s platform ensures they can deliver the intelligence needed to anticipate customers’ financial needs and create value, all while meeting stringent security and privacy requirements.
Solution
With close to 12,000 users and a complex, hybrid environment, this institution needed a solution that would sync their customer data between their Salesforce calendars and their current email system, IBM Notes.
As part of their digital transformation strategy, they knew they would be migrating shortly from IBM Notes to Exchange. It was crucial to find a data operations platform that would help them through the migration process, allowing them to maintain access to their crucial CRM information from their current and future email systems from anywhere, on any device, including mobile, at any time.
Maintaining a consistent and high level of customer service while going through their migration was top of mind for this client. Their customers rely on their systems to be available 24 hours a day, seven days a week, so their services had to remain available at all times.
Finally, the financial institution needed both cloud and on-premises environments while meeting all security and privacy requirements. Even the possibility of breaching customer data was enough to deter this institution from looking at other solutions. That’s when they turned to Riva.
Riva smoothly transitioned this institution through its email migration, implementing a customized solution for their unique needs by creating custom field mapping and custom record types. They also needed to enable account share so more than one user could access specific accounts, and they needed custom attachments so emails with attachments could be carried over to Salesforce without any data being seen or stored elsewhere.
Riva’s regional data storage was also essential to this financial institution’s ability to maintain their customers’ privacy and security. Using Amazon Web Services (AWS), Riva can provide organizations with 55 availability zones in 18 geographic regions to meet security requirements, including but not limited to the General Data Protection Regulation (GDPR).
This is just one of the many reasons why so many enterprises choose Riva.
Results
This Fortune 100 insurer is now benefiting from the ability to see calendar appointments in both their email system and CRM on the go or at the office. They have peace of mind knowing they will always have their customers’ information at their fingertips. In a 90-day period, they created more than 1.5 million appointments and updated more than 5 million appointments in that same time period while syncing close to 9,000 emails.
Because of the ability to see customer intelligence in the user’s email, they can offer products suited toward the individual customers, from insurance to reduced mortgage rates. CRM users can better offer exactly what the customer is looking for instead of blindly offering services they don’t need.
They now benefit from:
- Bi-directional calendar sync between Salesforce and Exchange
- Real-time email sync to Salesforce
- Attachment sync from Exchange to Salesforce
- Account share (enabling multiple users to manage an account)
- Custom field mapping
- Custom record types
- Custom case creation via email
With Riva, this financial institution can now deliver value across the customer journey by engaging customers at key touchpoints.
