Migration from Legacy CRM to Salesforce for an Emerging Indian Bank

Business Challenge

Our client faced significant challenges due to a blend of organic and inorganic growth. Their technological environment was scattered with legacy systems, each catering to specific business units. The lack of updated documentation for these systems and integrations further exacerbated the issue. Adhering to RBI's guidelines, they needed to migrate their service requests from the legacy CRM to Salesforce without any deviation in the timeline.

Coforge Solution

We executed a strategic migration plan that consolidated functionalities from various legacy CRMs into Salesforce, enabling customer data centralization with the Salesforce Customer360 module. This process provided a seamless customer service experience.

MuleSoft played a critical role in redefining the bank's integration strategy, ensuring real-time data availability across the bank and its subsidiaries. A hybrid MuleSoft implementation, coupled with AWS cloud and Salesforce SAAS, ensured compliance with India's Data Privacy guidelines, thereby future-proofing the bank's technology landscape.

Results

The successful transition allowed the client to sunset outdated CRMs like Siebel and Talisma, leading to significant IT cost savings and a higher ROI. With Salesforce CRM, the bank reduced service request closure costs and improved SLAs for each service request. MuleSoft enabled real-time data availability and customer interaction across various channels such as net banking, mobile banking, SMS, and created a pathway for future channel integrations.

Key Highlights

• Successful migration from legacy CRMs to Salesforce, enhancing customer service.
• Real-time data availability across the bank and its subsidiaries with MuleSoft.
• Significant IT cost savings and higher ROI achieved through sunsetting outdated CRMs.
• Improved service request closure costs and SLAs with Salesforce CRM.
• Compliance with India's Data Privacy guidelines through a hybrid MuleSoft implementation, AWS cloud, and Salesforce SAAS.
• Future-proofed technology landscape to support customer growth.