Challenges

This commercial bank deals with high net-worth individuals and businesses on a daily basis, placing life-long relationships with clients at the center of its strategic development.

Back in 2019, the bank invested a lot of time and effort into deploying Salesforce Lightning, aiming to optimize appointments and schedules across multiple business units and connect to customers in a personalized way.

When the bank decided to transition to online scheduling, Lightning Scheduler proved unable to solve their growing scheduling problems. That’s when they found Revenue Grid.

1

Streamlining online scheduling

Lightning Scheduler was causing conflicts in the bank’s calendars because it didn’t check real-time availability in both Salesforce and Outlook. A mere inconvenience before, it became a nightmare once the pandemic hit.

Double-booked appointments led to wasted time, operational ineffectiveness, and worst of all, frustrated customers.

2

Connecting multiple business units

The bank’s complex internal structure made the problem especially difficult. They had multiple business units across the world with their own customized Salesforce instances, but they needed their joint support staff to be able to view the combined calendars of all personnel.

The financial institution needed a solution that could unite calendars and scheduling in a single environment so that support staff could freely schedule meetings on anyone’s behalf.

3

Maintaining security standards

On top of everything, the bank needed a solution that would meet the highest security standards. By default, most native sync solutions store administrator credentials in the Cloud and allow Salesforce to view and/or manage data from all users.

This was not an option. The US bank needed to be sure that everything was as secure as possible.