Short Salesforce customer case-study video (YouTube) where multiple PenFed speakers describe how adopting Salesforce Customer360 and Einstein accelerated delivery and agent productivity. Key claims: Customer360 enabled faster delivery of use cases (previously months), Einstein allowed a case-classification model to be enabled in five minutes and improved routing and agent augmentation, a digital banking transformation produced three-times the output, and the organization scaled business without increasing IT budget.
Chapters
The secret sauce to our success. Find disruption before disruption finds you.
PenFed's mission is to deliver perfect care to our members.
Prior to Salesforce, we did significantly fewer technology implementations and projects.
We had a very complex and very technically diverse technology stack.
Before Customer360, it would take months to deliver a single new use case.
The Einstein one platform has given us this tremendous tool that has allowed us to really empower the business users. Now on the Salesforce platform we have an 888-philosophy where we try to do things in eight hours, eight days or eight weeks.
It took five minutes to enable our first Einstein case classification model and it has transformed the way that we get work to the right agents.
Einstein one service augments our agents so they can provide our members with better service and do it faster. It's made them a lot more productive.
The digital banking platform transformation has helped us produce three times the output that we have in the past.
Customer360 allows us to scale our business without scaling our IT budget.
CRM, when combined with AI data and trust, is going to be an extremely powerful capability for financial institutions.
When we are able to plug into this next level of AI, it's going.
