Ponce Bank used Salesforce to unify customer data scattered across 40 different systems. The bank now builds targeted customer journeys and better mortgage offers for low-income communities, replacing legacy systems that kept data locked away.
Trust is the basis for everything.
In order to build trust, you really have to know people. People need to feel like you know who they are, you know their business and you care about them.
Ponce bank serves low income communities. Prior to our implementation of Salesforce, there were a lot of disconnects.
The data was locked up in these old flat file database systems.
I had a team of individuals that in order to service my customers, had to touch 40 different systems.
We just couldn't get to our data. We need that information in order for our customers to feel like we really know them.
Salesforce has been a tremendous game changer. It has been a complete transformation. It allows our folks to have in depth insight into what they are experiencing with the customer.
Customer360 really allowed us to build a wrapper around our core banking system and actually extract the data, surface it so that we could have a more comprehensive view of our customers. So we've been using Salesforce marketing cloud to build customer journeys that really help us onboard customers manage a sales process that would give us more access and more API friendliness. We're using it to differentiate ourselves with the mortgage loan officers.
We're able to have a better understanding of what we can offer them to make sure that again, those underserved communities are going for opportunities that they otherwise wouldn't even think or dream of.
AI, data, CRM and trust will allow us to not only improve the lives of our customers, but be predictive where the banker knows where they want to be and be able to get them there.
